Your brand's persona should be consistent through all customer touch points, from marketing, to your lobby décor, to the name of your restaurant, and color of the bedspread -- as well as in all your social media contacts. It's important that each communication is delivered in the hotel's true voice.
The templates included in this document aim to help you personalize your hotel's Revinate Surveys communications to maximize responses while emphasizing the qualities that set your property apart from their competitors.
Since every hotel is different, you may feel that none of the personas below are an exact fit. That's okay. Use these as a way to begin the discussion with your team about how to define and refine your own voice.
The Brand Personas:
- Professional: The Professional property caters to business travelers who expect the trains to run on time. While they're not focused on amenities, they will notice if they're missing. The hotel can be seen as an executive assistant, unobtrusive but always ready with just what's needed. Tone of voice: friendly but respectful, supportive, collegial.
- Trendy: Fashion is first for Trendy hotels, from the cut of the staff uniforms to the modern art on the walls. This hotel isn't a stuck-up supermodel, however; more like your cool older brother. Its guests want to feel beautiful, charming and hip. Tone of voice: intelligent, witty and irreverent.
- Family Fun: The Family Fun property offers worry-free enjoyment, giving tourists with or without children a home base while providing opportunities for exploration and entertainment without leaving the grounds. This hotel has a can-do, no-hassles attitude. Tone of voice: straightforward and cheerful.
- Deluxe: Guests at a Deluxe hotel want to be reassured that they are getting the very best of everything. This property is like Bruce Wayne's butler -- a father figure, a loyal servant, and a master of all trades. Tone of voice: sophisticated and a bit deferential.
Templates for Revinate Surveys
To help you communicate what sort of tone/personality you should use in your Revinate Surveys, we have created a cheat-sheet to get you started. Below are some phrases that we have determined will convey the voice of your brand. You shouldn't advise your team just to copy and paste them, but these phrases should help you craft your own verbiage with the appropriate tone. Use them as the start of a "phrase menu" for your surveys.
Revinate Surveys Headline
Professional:
- Please share your thoughts about your stay.
- Your feedback is greatly appreciated. Please write a short review about your stay.
- Please take a moment from your busy schedule to share your experience with others.
Trendy:
- Sharing is better. Please share your experience with future travelers and let us know what you loved about your stay.
- Unless you have a cold, we want you to share. Tell us what you loved and where we can improve.
- Don't keep it bottled up inside of you. Please share your experience with future travelers.
Family Fun:
- Your feedback helps other travelers plan their stay. Please share your travel experience with others.
- Be a travel fairy. Please take a moment to share your experience with other travelers.
Deluxe:
- Please take a moment to share your experience with others. Your thoughtful remarks allow us to continue to deliver an excellent experience.
- Whether you loved everything about your stay or think there's room for improvement, your thoughts are greatly appreciated.
Survey Invitation Email- Body
Professional:
Dear Guest,
Thank you for choosing to stay at Hotel X during your recent visit to <city name>. While we aim to exceed your expectations in every way, I would love to know where we excelled and where we have room to improve. Please take a few minutes to provide your feedback so that we can learn from your experience and so that other travelers can know what to expect.
<link>
Thank you, again, and we look forward to welcoming you back soon.
Sincerely,
Trendy:
Dear Guest,
Before you get back into your day-to-day routine and your stay with us becomes a distant memory, please close your eyes, remember the feeling of our crisp sheets and warm hospitality and take a moment to let us know what you thought about your time with us.
<survey link>
And, when you're ready to experience it in the flesh again, we're ready to welcome you back.
Thank you.
Family Fun:
Dear Guest,
While we know there's no place like home, we hope you enjoyed not having to do laundry or cook during your recent stay in <city>. Did anything at <hotel name> stand out as exemplary? Is there something we should change? Please take a moment to let us know.
<survey link>
Thanks for any feedback you can provide and we look forward to welcoming you back when your laundry bag reaches the rim and your family tires of your baked zitti.
Thank you,
Deluxe:
Dear Guest,
Thank you for choosing to spend your time in <city> with us. We know there are many great hotels here and we are thankful that you decided to stay with us. Because we rely on guest feedback to stay on top of our game, please take a few moments to let us know about your experience.
<survey link>
Thanks for any feedback you can provide and we look forward to welcoming you back during your next visit.
Thank you,
Thank You Email- Body
Professional:
Dear Guest,
From everyone at X Hotel, thank you for taking the time to provide feedback about your stay. Guest feedback helps us improve our service and determines where we need to focus our training efforts. If you would like to share your feedback publicly, we encourage you to do so as it helps other travelers make informed decisions.
<links>
Thank you, again, and we look forward to welcoming you back soon.
Sincerely,
Trendy:
Dear Guest,
Thank you for taking the time to share your thoughts with us. While we love to pat ourselves on the back for great reviews, we also use constructive feedback for training purposes and to learn from our mistakes. We can't improve without guest feedback, and we appreciate the time you took to tell us how we performed. Want to help other travelers? Share your review with them by clicking these links.
<links>
Thanks again. We're ready to welcome you back as soon as you're ready to walk through the doors. Thank you.
Family Fun:
Dear Guest,
Thanks for sharing. We appreciate you taking the time to let us know about your stay and guarantee that we will your feedback to make informed decisions about our services and amenities. If you would like to share your feedback with other travelers, please click these links.
<links>
If you have any other feedback, please feel free to reach out directly. Otherwise, I look forward to welcoming you back when your travels take you back to <city>.
Thank you,
Deluxe:
Dear Guest,
Thank you for taking the time to provide your feedback. Because we rely on guest feedback to understand what guests love at <hotel> and where we need to focus our efforts, we really appreciate your review. Since other travelers rely on reviews to determine where to stay, please consider sharing your review publicly.
<links>
Thank you, again, and I look forward to welcoming you back.
Sincerely,