How to Attract Millennials to Your Hotel | Hotel Marketing
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Millennials now make up the most significant portion of the consumer market and possess the strongest buying power, too. It is vital to be familiar with their behavior as a demographic, so you can tailor your marketing strategies to fit their needs.
So how do you sell your hotel to a millennial?
1. Social media is key
90% of millennials are involved in social media (Emarketer, 2019) and spend up to 3 hours a day on different online networking platforms (Globalwebindex, 2019). It would be an understatement to say that millennials are fond of social media.
Tiktok and Instagram are two social media platforms whose popularity has exponentially skyrocketed in the past few years. Interestingly enough, they are both visual content-centered. This trend reveals so much about millennials’ inclination to visuals. They love filming themselves, taking photos of just about everything, and sharing it with the world.
This itself is a huge window of opportunity to attract millennials. In marketing your property, the first question to ask is, “is it Instagrammable?” Since it’s all about visuals, the place’s appearance is a priority.
In selling your hotel, you should highlight the most attractive areas where millennial guests will most likely be drawn to take selfies. An interesting piece in the hotel lobby, quirky decors, immaculate bathrooms. Have all bases covered.
Accommodating millennials in your hotel and having their photos posted all over social media can serve as free advertisement and endorsement without spending anything. This is why it’s not enough to offer free wi-fi and think your hotel is already millennial-friendly.
2. Outstanding customer relations
While every guest deserves the best customer service, it is worth noting that millennials pay more attention to this part of their experience than Gen X-ers do. One factor to consider is that millennials are used to having everything quickly and instantly. They expect things to be handed out quickly, complaints addressed immediately and everything done efficiently. They do not have the patience that Baby Boomers have.
Another thing that millennials are so used to is instant messaging. Your hotel should always have someone to answer inquiries and chats, as millennials are not the type to dial and call your call center. It is worth adding messaging platforms such as Whatsapp, Facebook Messenger or Viber to reach your customer service staff. You want to be as approachable and reachable at all times.
And since millennials are constantly connected to the internet and their social media network, the tiniest negative impression or a minor concern that goes unresolved can be easily shared with the online community. This is why it is a must to reach out to them and get their feedback not only as they check out but also throughout their stay. This allows you to address and pacify any unfavorable thoughts they might have before sharing a review online.
Impress your millennial guests by making sure your customer service staff personally responds to any feedback.
3. Efficient booking system
As you already know, millennials favor doing transactions online over other methods. Being constantly on their mobile phones, they are most likely going to make that booking online.
Having a stunning website—again, it is all about vivid visuals—is a sure way to pull them in. Once they are on your page, make sure that the booking process is smooth and efficient. The fewer steps it takes to complete the transaction, the better.
Having too many tabs and pages can make the site heavy and will take time to load. Unnecessary steps that require unimportant details in the check-out page can turn them off and place a reservation elsewhere. When setting up your site, make sure it is optimized and responsive when viewed on mobile devices. The last thing you need is a payment button that does not respond to touch when viewed on mobile devices.