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Guest Email Capture: Maximising Direct Engagement & Loyalty

Capturing guest emails is crucial for hotels, restaurants, and hospitality businesses to build direct customer relationships, drive repeat bookings, and reduce reliance on third-party platforms. However, many businesses miss opportunities to collect emails effectively.

Key Strategies for Capturing Guest Emails

1. During the Booking Process

📌 Why? Guests naturally provide their emails when making reservations.
✅ How to Optimise:

  • Ensure email fields are mandatory during direct bookings.

  • Offer exclusive discounts or perks for booking directly.

  • Use pre-arrival emails to confirm reservations and upsell services.

2. Wi-Fi Login Capture

📌 Why? Guests expect free Wi-Fi and are willing to share details in exchange.
✅ How to Optimise:

  • Require email login for Wi-Fi access in hotels, restaurants, and cafés.

  • Use a captive portal to promote loyalty programs upon login.

  • Offer a personalised welcome message or discount in return for sign-up.

3. Digital Check-In & Contactless Services

📌 Why? More guests prefer a frictionless, digital experience.
✅ How to Optimise:

  • Implement mobile check-in/out via email registration.

  • Use self-service kiosks to collect emails seamlessly.

  • Automate post-stay emails to request reviews and encourage repeat visits.

4. Loyalty & Rewards Programs

📌 Why? Guests are more likely to share emails if they receive value in return.
✅ How to Optimise:

  • Create a loyalty program where guests sign up via email.

  • Offer perks like discounts, early check-in, or free upgrades for members.

  • Promote loyalty sign-ups via social media and in-person interactions.

5. QR Code & Digital Menus

📌 Why? Restaurants and bars can collect emails through interactive experiences.
✅ How to Optimise:

  • Use QR codes that lead to a digital menu requiring email sign-up.

  • Offer an exclusive discount or free item in exchange for an email.

  • Use interactive tabletop tablets for easy sign-ups.

6. Guest Feedback & Review Requests

📌 Why? Post-stay or post-visit follow-ups encourage continued engagement.
✅ How to Optimise:

  • Send thank-you emails with a review request.

  • Offer a future discount for completing feedback.

  • Incentivise social media follows & referrals through email capture.

7. Events & Promotions

📌 Why? Exclusive experiences can attract sign-ups.
✅ How to Optimise:

  • Promote VIP events, wine tastings, or chef’s table experiences via email registration.

  • Offer pre-sale access to events for subscribers.

  • Use contests like "Win a Free Stay/Dinner" to collect emails.

How to Leverage Captured Emails Effectively

✔ Automate personalised email campaigns – Send pre-arrival, in-stay, and post-visit messages.
✔ Segment your email lists – Target returning guests, first-time visitors, and high-spenders separately.
✔ Use email for upselling – Promote room upgrades, dining experiences, and special packages.
✔ Track engagement metrics – Optimise email content based on open and click-through rates.

Would you like custom email templates or automation strategies to improve guest retention? 🚀

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