Your hotel has a restaurant . . . does it serve menu items that are gluten free? The Titanic Exhibit is in town . . . what does it cost to get in and how long is the exhibit open? The resort offers three pools . . . are there lifeguards on duty and are pool floats permitted? These are just a few detailed questions that are on travelers' minds before booking at a hotel, but chances are the answers don't reside on the hotel's website or mobile web . . . until now. HotelFAQs.info is a new service available to hotels from Lodging Interactive that provides comprehensive responses on the hotel's own website to travelers' pressing — and personalized — questions. The do-it-yourself (DIY) or fully-managed service takes the asked-and-answered task of posting content to Frequently Asked Questions (“FAQs”) pages off hoteliers' shoulders by placing it in the hands of professional online copywriters.
"HotelFAQs.info is designed to increase hotel's conversion rates by giving consumers the information they need to book a reservation," said DJ Vallauri, Lodging Interactive Founder and President. "Questions posed by a business traveler are far different from those questions posed for a family of four on vacation or an international traveler with language limitations. Hotels boasting 'personalized' service need to take a good look at their online FAQ structure. If potential guests have to dig through a website to get the answers they need, chances are likely that they won't make a reservation.
"We knew there had to be a better way to provide instant online information to the masses that also offered a consistent approach to answering important questions," Vallauri said. "HotelFAQs.info is an ideal service in many ways. While it solves the immediate need to increase bookings online, it also provides a forum where guests can ask their own questions and receive reassurances at the time of booking that the hotel will meet their every need. HotelFAQs provides organic SEO value for hotel websites . . . it communicates product and service differentiation . . . it presents opportunities to leverage local events, attractions and exhibits . . . it documents hotel policies, and . . . it builds ongoing FAQ content."
Elevating Service Differentiation
For years hotels have been going to great lengths to differentiate themselves from their competitors. Social media is helping by enabling hotels to promote services and descriptions across the various social channels, but is it enough? Guests already know what to expect from the brands and sub-brands they frequent. But what really makes Hilton A different from Hilton B in the same market? Travelers really want to know. One may cater to the leisure market while the other caters to groups and conventions; one may offer babysitting services while the other offers a 24 hour manned business center. HotelFAQs is the ideal way to highlight the differing service options provided by hotels among the same brand or all hotels in the same market.
As part of its fully-managed service, Lodging Interactive will develop the questions people typically ask the front desk or reservations department, source the answers from the hotel and even allow new questions to be asked by consumers online. All content is optimized to maximize its organic search engine value so the hotel can benefit from a lift in search engine rankings.
"One of the best ways to provide exceptional customer service is to remove any undue stress for employees," Vallauri said. "Having front office staff answer calls with questions from prospective guests not only about hotel services but also about the local area can be frustrating, especially if arriving guests are waiting to check in. Outsourcing the hotel FAQ process is an easy way to give hotel staff the tools they need to do their jobs better. We understand the time constraints that hotel marketers are faced with as they struggle with keeping web content fresh and monitoring the growing number of social media channels. Outsourcing is the ideal solution. HotelFAQs.info will reduce employee stress, cut down on customer calls to the front desk, lessen the delay for customers waiting to get information, and diminish the likelihood that the traveler will book elsewhere."
FAQ pages are dynamic. As such, Lodging Interactive will add a "Check Out Our FAQs" float button for every page of the hotel's website. Standard FAQ categories are what you’d expect such as "Events & Attractions," "Accommodations," "Dining," "Meetings & Conventions," "Local Area Fun," etc., and each hotel can set up an unlimited amount of categories to meet their unique needs. When a traveler clicks on the category, he or she is navigated to the FAQ page that provides details about each topic.
Developed to leverage the value of social media networking, HotelFAQs.info easily integrates into any hotel’s Facebook page and blog. Fully mobile compatible, HotelFAQs.info enables smartphone users to also benefit from vital FAQ content, thereby supporting and increasing mobile booking conversion rates.
HotelFAQs.info is easy to set up and easy to manage. The tool enables hoteliers to:
• Create unlimited FAQs categories
• Create unlimited FAQs in each category
• Upload images in FAQs
• Embed Google Maps in FAQs
• Develop a powerful on-page FAQs Search Engine
• Add unique links to the FAQ page
• Embed iFrame and Float Button code for hotel website
• Receive customer questions and comments
• Enjoy multi-property dashboard management
• Include Google Analytics integration
• Support custom graphic icons
For more information, please visit www.HotelFAQs.info.