Understanding your guests

Some ways to build a better understanding of your guests:

• Collect additional information during the booking process such as ‘how you heard about our business’ or ‘why did you choose our business.’

• Spend time getting to know your guests during their time with you.

• As part of the farewell process, solicit feedback from your guests and look for trends in online reviews.

• Consider surveying guests to better understand why they chose your business, what matters to them and how they felt about their experience.

• Make use of material offered by Tourism Australia, Tourism and Events Queensland and your Regional Tourism Organisation such as traveller personas and demographics (to get the most up to date visitor insights go to https://teq.queensland.com/research-and-insights.

Keep building this understanding of your guests to:

• exceed your guests’ expectations

• build better word of mouth

• increase bookings

• respond to changing needs of your guests

WHAT DOES IT MEAN FOR YOUR GUESTS?

Core guest expectations –what you want your guests to feel and say about their travel experiences.