Home
/
Glossary
/
Pre-Arrival Communication

Pre-Arrival Communication

What is Pre-Arrival Communication?

Pre-arrival communication is all the messages between a hotel and its guests that happen after a booking is made but before check-in. This includes emails, messages, and calls. These confirm details, share useful information, and set expectations for the stay.

In hotel operations

Clear communication before arrival speeds up check-in, reduces confusion, and improves the guest experience. It helps hotels confirm reservation details, collect special requests, promote upgrades, and provide essential information like directions, parking, or check-in times.

Automated systems or AI assistants can send personalised messages through email, text, or WhatsApp, and they can be set up to work with the Property Management System (PMS). This ensures that each guest receives the right information at the right time without manual effort.

The most important thing to know is

Proactive pre-arrival communication enhances the overall guest experience. It also allows the hotel to promote additional services and gather guest preferences to personalise the stay.

A guide to managing communications before a guest arrives

• Send a confirmation message straight away after making the booking.
• Send reminders 1–2 days before arrival with check-in instructions and available upgrade options.
• Use tools that work with your PMS or CRM.
• Send the right message to the right person, based on their profile and how they booked.

‍

Articoli correlati:
FAQ
How do hotels let guests know what to do before they arrive?
Why is it important to communicate before someone arrives for operations?
What systems connect with pre-arrival communication?
What kind of information should be included in pre-arrival messages?
Can pre-arrival communication be automated?
How does pre-arrival communication affect guest satisfaction?

Altri termini chiave

Metriche sulla soddisfazione degli ospiti

Le metriche di soddisfazione degli ospiti sono indicatori che mostrano quanto gli ospiti siano soddisfatti della loro esperienza in hotel. Rilevano l'opinione dei clienti sul servizio, gli standard di pulizia, la qualità del servizio del personale, la qualità e la disponibilità dei servizi e il rapporto qualità-prezzo complessivo. I metodi più comuni per misurarlo includono il Net Promoter Score (NPS), il Customer Satisfaction Score (CSAT) e le valutazioni delle recensioni online.

Guest Satisfaction

Guest satisfaction refers to how well a hotel meets or exceeds guest expectations during their stay. It shows how guests think about the quality of the services, how comfortable they were, and what they thought of the experience.

Allotment in Hospitality

Un lotto è un determinato numero di camere d'albergo riservate a una terza parte, come un tour operator, un'agenzia di viaggi o un partner aziendale, per un periodo e un prezzo specifici. La terza parte può vendere queste camere ai propri clienti fino a una data di rilascio, dopodiché le camere invendute tornano nell'inventario dell'hotel.

Staff Communication Platform

A Staff Communication Platform is a digital tool that enables hotel employees to exchange information, coordinate tasks, and manage daily operations in real time. It consolidates messages, shift updates, maintenance requests, and guest notes to streamline internal communication.