A Hotelier Guide to Setting Up Automated Guest Engagement Email Workflows

A Hotelier Guide to Setting Up Automated Guest Engagement Email Workflows

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In the ever-evolving landscape of the hospitality industry, creating memorable guest experiences is paramount. Hotels are increasingly turning to automated email guest engagement to provide a personalised and seamless journey for their guests. This guide explores the importance of automated guest engagement at every touchpoint, the art of personalising the stay experience, leveraging online check-in for a smoother process, and how personalized email marketing can drive return direct bookings.

The Power of Automated Guest Engagement

Automated guest engagement is a game-changer for the hotel industry. It allows hotels to interact with their guests at various touchpoints throughout their journey, from the moment they make a reservation to the time they check out and beyond. Here’s why it matters:

1. Consistency and Personalisation: Automated systems ensure that every guest receives consistent and personalised communication. From pre-arrival emails, welcome emails to post-stay follow-ups, guests feel that their needs and preferences are understood and valued.

2. Efficiency and Time Savings: Automation streamlines processes, saving both staff and guests time. For instance, online check-in expedites the arrival process, and automated guest engagement provides proactive communication with your guests.

3. Enhanced Guest Experience: Automated guest engagement allows hotels to offer a more convenient and tailored experience. By anticipating guest needs and providing relevant information, hotels can surpass guest expectations.

4. Drive Return Bookings: Personalized and timely communication through automated email marketing encourages guests to return. It keeps your hotel top-of-mind and entices previous guests to book directly.

Engaging Guests at Every Touchpoint

To create a seamless and engaging experience, hotels need to connect with their guests at various touchpoints. Here’s how to do it effectively:

1. Reservation Confirmation

As soon as a reservation is confirmed, send a personalized reservation confirmation email. This email should contain all the essential information, including dates, room type, and reservation details. Express your excitement about the guest’s upcoming stay and provide contact details for any inquiries.

2. Pre-Arrival

Send a pre-arrival email 1-2 weeks before the guest’s arrival date. This message can include a warm welcome, travel tips, a schedule of on-site events or promotions, and any additional services or amenities that can be pre-booked.

3. Online Check-In

Implement online check-in to simplify the arrival process. This allows guests to complete check-in formalities before arriving at the hotel. Send automated reminders to encourage guests to use this feature. Online check-in expedites the check-in process and minimizes waiting times.

4. In-Stay Engagement

During the guest’s stay, continue to engage and enhance their experience. For instance, welcome emails can offer room service recommendations, provide local insights, and notify guests about on-site activities or promotions. If the guest has specific preferences or requests, use this information to tailor their in-stay experience.

6. Post-Stay Follow-Up

After the guest checks out, send a post-stay follow-up email to express gratitude for their visit. Include a request for feedback and encourage guests to share their experiences through reviews or surveys. Offer loyalty incentives for returning guests.

Personalising the Stay Experience

Personalisation is at the heart of automated guest engagement. Here’s how to create a truly personalised stay experience for every guest:

1. Guest Preferences

Gather information on guest preferences prior to arrival and throughout their stay. This can include room preferences, dietary restrictions, or special occasions they may be celebrating. Use this data to tailor their experience.

2. Artificial Intelligence (AI)

Leverage AI solutions such as KAI to provide personalised recommendations and offers. AI algorithms can analyse guest data and behaviour to make suggestions on ancillary services, activities, or dining options that align with their interests.

3. Personalised Communication

Send personalized email campaigns that address guests by their first name and provide content and offers that align with their previous stays or expressed interests.

4. Customised Amenities

If a guest has a specific request, ensure that it’s met. Whether it’s a particular type of pillow, a room with a view, or dietary preferences, these customised amenities make the guest feel truly valued.

Driving Return Direct Bookings Through Automated Email Marketing

Automated email marketing is a potent tool for encouraging return bookings. Here’s how to make the most of it:

1. Segmentation

Segment your email list based on guest behaviour and preferences. For example, segment by past stays, interests, or loyalty status. This allows you to send targeted and relevant emails.

2. Personalised Email Campaigns

Use automation to create personalised email campaigns for each segment. Craft messages that speak to the recipient’s unique interests, past interactions, and preferences. Whether it’s offering a returning guest discount or highlighting new features, the content should be highly relevant.

3. Timely Communication

Send automated emails at the right times to capture guest interest. This could include emails that coincide with past booking anniversaries, special occasions, or seasonal promotions.

4. Feedback and Loyalty Rewards

Gather feedback through automated post-stay surveys, and use this data to enhance the guest experience. Offer loyalty rewards and discounts to returning guests as a token of appreciation.


Automated email guest engagement is a powerful strategy for hotels to create personalised and memorable experiences for their guests. By engaging guests at every touchpoint, personalising the stay experience, and driving return direct bookings through automated email marketing, hotels can build lasting guest relationships and stand out in the competitive hospitality industry. Embracing automation not only streamlines operations but also elevates the guest experience, leading to increased guest satisfaction and loyalty.

KAI’s suite of solutions can help transform your hotel’s guest engagement and streamline your marketing efforts.

About KAI

In the current landscape of the hotel industry, guests seek a distinct and tailor-made experience. The suite of guest experience solutions offered by KAI empowers hotels to redefine their guest experience, boost earnings, optimise marketing efforts and cultivate brand loyalty.

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