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Engage Guests Pre, During and Post Stay with an App

By O'Rourke Hospitality
July 2010

People literally camped out for a week, lines miles long, minimum waiting times of three hours - all just to own the newest addition to the iPhone wonder family. There is no question that advances in smart phones and mobile in general has changed the way we live, shop, compute and communicate and it doesn’t look like the hunger for more will subside anytime soon.

For the hospitality industry this change in behavior offers a wide range of engagement and revenue opportunities that still boil down to location, location, location! The new twist on this old adage? It isn’t about how close you are to the main attractions on the map, although that still has its obvious advantages. Today’s game is how close can you get to where guests are making buying decisions.

According to a January 2010 PhoCusWright study mobile travel bookings are projected to grow 700% in two years. That type of astronomical growth isn’t something hoteliers can afford to ignore. Increased mobile web browsing and social media app usage has a lot to do with this phenomenon but if you look at the Fastest-Growing mobile apps that eMarketer has pulled together you’ll also see that weather, finances, shopping and photo or video sharing rank highly as well. Sound like services travelers use? We think so.

How do you tap into this audience? Mobile apps take advantage of the critical senses that travelers use to make buying and planning decisions - sight, touch, speech and sound. Add to that the ability to act on those senses immediately and you’ve got an incredible tool to increase bookings, ancillary revenue and deliver customer service. 

Pre Stay

Inspire and capture more guests with enticing offers delivered directly to their phone and provide irresistible photography. Consumers now expect booking functionality to be easy and seamless so a few tips here are to take advantage of the touch to call functionality and make sure offers fit with the shorter booking window of this audience. You might also consider a trackable number used from the app so you can identify the impact it is having on your bottom line.

During Stay
Once you have your guest on property, make things easy for them. Helping them save time and offering them tools to enhance their experience can be a big win. The SmartStay maps and locations tab is a great place to start, and by offering them the ability to navigate easily and find fun nearby you’ll be delivering an added value most hotels can only hope to achieve at the concierge desk. Another tip is to think about how you can save your guest money at your F&B outlets through your app.
Post Stay
They may be back at home already entrenched in their daily routines but they’ll still have your app on their mobile reminding them of their trip! Since you control the content with your SmartStay app, take the opportunity to follow up with a special return offer. Closing the engagement loop is easy to do with an app so don’t forget the finale, follow up.
If you would like to learn more about the Smartstay iPhone App for hotels please call the mobile division of O’Rourke Hospitality at 888-965-5966 or send an email to You can also visit the website at

O’Rourke Hospitality Marketing
44 Merrimac Street
Newburyport MA, 01950

Also See: Hoteliers: Get More out of TripAdvisor / July 2010

Get Personal with Your Email List / June 2010

Smartstay Leads the Hospitality Mobile Platform with Branded Hotel Apps in Five Countries; Visit O'Rourke Booth #1234 at HITEC 2010. / June 2010

Social Media Education - Your First Line of Defense / June 2010

Simple Fixes to Increase Direct Bookings / June 2010

O’Rourke Hospitality Marketing to Introduce ‘SmartstaySM’, at HITEC 2010 – Visitors can Enter to Win an Apple® iPadTM / June 2010

Does My Hotel Really Need a Mobile Strategy? / May 2010

O'Rourke Launches Smartstay iPhone App to Open Mobile Channel for Hotels / March 2010

Should My Hotel Use Facebook Ads? / March 2010

Quick ‘Critical’ Tips and Latest Trends in E-Mail Marketing; Re-cap of presentation ‘Critical Email Prospecting Strategies for 2010’ / February 2010

What’s the Link Between E-Mail Marketing and Social Media? How your hotel can blend both tactics for stronger messaging in 2010 / January 2010

New Media Transformed the Obama Campaign, Can it Transform Your Hotel? Dan Siroker Shares Lessons Learned From the Unprecedented Campaign / January 2010

20 Secrets of Top-Converting Websites and How they can Boost Your Hotel Bookings; Re-cap of Bryan Eisenberg’s presentation at SES Chicago / December 2009

Has Your Hotel Ever Asked, “What Would Google Do?”; Recap of Jeff Jarvis presentation at SES Chicago / December 2009

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Innovative Hotel Website Ideas for 2010; O’Rourke Interview with Chris Brogan / November 2009

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Sir Martin Sorrell’s Forecast for 2010, Is Your Hotel Looking Ahead? / November 2009

Chris Brogan Interview - Hotels that Listen to Social Media Generate Business / October 2009

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Southwest Airlines is Riding the Blogosphere Like a Wild Horse! / October 2009

Don’t be Invisible Online - Learn which Websites Travelers Use to find Hotels and be Seen! / September 2009

What can a Blog do for my Hotel? The General Manager from Hawthorne Hotel Shares Insight! / September 2009

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How Hotels Can Build Links by Leveraging their USP, PR, and Organic Growth; an O’Rourke Video Interview / September 2009

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