How to use audio in hospitality marketing and guest services strategies. Overhead announcements, background music, message on wheels for transportation services, and more are discussed. Emphasis on hotels, restaurants, resorts, spas.

1. Brought to you by Holdcom | www.holdcom.com | 800.666.6465

2. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Audio Helps Guest Services
o Audio can do more than just liven up your website
or inform callers who are on hold. It can be a
powerful tool for enhancing guest service
initiatives.
o Audio affects people psychologically,
physiologically, behaviorally, and cognitively. This
presentation will show you how to use it
effectively for optimum results.

3. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Guest Services Audio – At A Glance
Message On
Wheels
Guest
Notification
Services
Overhead Music
Overhead
Announcements
Guest
Assessment
Surveys

4. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Message On Wheels
o On the phone, you play a
message for callers who are
on hold.
o You can incorporate this
same idea into travel time if
your property provides
transportation services.
o Messages can be played
over your vehicles’ existing
audio systems.

5. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Message On Wheels
o The Ridgeway Inn in
Memphis, Tennessee plays a
Message On Wheels program
for guests who are using their
car service.
o The messages describe the
Inn’s guest rooms and
amenities, highlight select
services, and promote special
offers.

6. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Message On Wheels
o Most travelers appreciate the soothing voice and
music that they will hear en route to your
property.
o A Message On Wheels program is essentially the
audio book version of the guide guests will find in
their hotel room—the difference is that they’ll
effortlessly learn everything they need to know
before getting to the property.
Learn More: Blog-Message On Wheels: Audio in Motion for Hospitality

7. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Guest Notification Services
o Sometimes, guests end up waiting while they’re in
your property. Maybe your restaurant is busy or
their room isn’t ready yet.
o While guests are waiting, there
is little that they can actually do.
Often, they feel tethered to
your property because they
want to check in or be seated as
soon as possible.
Learn More: Blog-Increasing Customer Satisfaction During Real Life Hold Time

8. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Guest Notification Services
o When seating or a room is ready,
guests can receive a phone call or
text message. They can choose to
return right away or delay seating.
o Wait List Manager, a product from Queuent,
allows guests to use their mobile phone as a
pager, instead of traditional coaster buzzers.
o Guests are now free to go about their business and
staff knows exactly when they’ll be back.

9. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Guest Notification Services
o By incorporating mobile phones
into guest notifications, you can
also build a marketable, mobile
database.
o If your guests opt in to your
database, you can send them:
• News
• Promotions
• Menu Changes
• Seasonal room rates
Text From:
Main St. Café
Today is National
Coffee Day—
celebrate with
half price lattes
from 12 - 3 pm!

10. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Overhead Music
o Playing the right music within your facility can set
the tone for guests’ entire stay.
o When choosing music, consider about how you
want your guests to feel.
 Calm music will soothe guests at a spa, helping
to regulate breathing and blood pressure while
relieving muscle tension.
 Up-tempo tracks can get families ready for fun
at a resort or amusement part.

11. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Overhead Music
“ The most powerful aspect of music is rhythm.
Rhythm will help you get more excited when sped
up; when slowed down, it helps calm the body. ”
Ron Borczon, Professor of Music Therapy
California State-North Ridge
Learn More: Blog-How To Choose the Right Music in 5 Simple Steps

12. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Overhead Announcements
o Overhead announcements should be designed,
produced, and implemented in a way that informs
guests without disturbing them.
o Announcements should fit in with the overall
theme of your venue.
o Announcements are generally more suited for the
public places of your property: the lobby,
restaurant, and fitness center can all benefit from
their use.

13. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Overhead Announcements
o You might announce:
 Drink specials at your bar
 Upcoming family activities
 Special hours at your pool
o Professionally produced
announcements can ensure
they are unobtrusive while
being understood by guests.
Strategically played announcements in the
appropriate setting can encourage
participation in your property’s events.

14. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Guest Assessment Surveys
o If guests are staying at your property for two days
or more, you might way to survey them to gauge
their satisfaction.
o An automated telephone survey can be set up to
call guests.
 The general manager or property owner greets
guests and explains the survey
 The survey is then administered by a
professional voice.

15. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Guest Assessment Surveys
o In-property surveys allow you to start service
recovery while guests are on site, not after they
have left.
o Depending on survey responses, different
departments can be alerted of praise or problems.
o Measuring guest satisfaction is an important step
in making your property even better.

16. Brought to you by Holdcom | www.holdcom.com | 800.666.6465
Click Here to Download
Holdcom’s
Complete Guide to
Audio Marketing for
Hospitality Properties