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How to Identify Your Hotel’s Target Market

By Alex Gaggioli, February 18, 2016

 

In order to run a successful property and effectively reach your guests, you’ll need to find your target market. It is important to understand who your your guests are in order to provide relevant offers and experiences, according to Tnooz.

When was the last time you looked at what motivates your guests to book? What is it about your property or location that many of your guests find compelling? You can answer these questions using data you likely already have. Here are a few ways to do it:

Surveys

Your previous guests are your best source of qualified information. You can use post-stay guest surveys to not only make sure they had a good stay, but also to find out other key information.

For example, you could ask them:

  • The purpose of their trip
  • What activities they did
  • Where they ate
  • What they didn’t get to do
  • Why they will (or will not) come back
  • Etc.

Understanding the nature of your guests’ trips will help you offer tailored deals and experiences to future guests. Perhaps your property attracts foodies because your city is filled with world class restaurants. If this is true, then you can offer guests exclusive deals or experiences with a few restaurants to entice them to stay with you.

On the surface, target deals and offers seem simple. But, you need dig into the data to find out what your guests actually want. Good surveys with well written questions can help you get the information you need.

In a previous post, we outlined the best practices for writing surveys. I highly encourage you to check out these best-practices before you create your own. It will help you create bias-free questions, choose the correct length, and the piece has many other tips.

Online Reviews

Online-reviews

Your property’s online reviews are another place to look for valuable information. Guests always mention things they liked, disliked, and what could have been better. Use this information to your advantage and tailor experiences around their commentary.

For example, in this review for Tower23 in Pacific Beach, California, the guest mentions the free beach cruisers, surfboards, and skateboards. Those extra amenities are a nice touch, especially considering the hotel’s location on the beachside boardwalk. The hotel knows the beach draws a lot of people to their property. They capitalize on their unique offering and add extras that many hotels do not.

While your property might not be oceanfront, there are many ways you can tap into your guests’ interests through reviews. Maybe you’re in close proximity to museums or famous landmarks. If so, you can offer pass deals or local information. Or perhaps you attract the adventurous type who want experiences tailored to thrilling activities.

Use all your reviews (positive, negative, or neutral) to find what matters most to your guests. You probably know the saying “you don’t know what you don’t know” and your reviews can help you identify those unknowns. No property’s guests are exactly the same and that’s a great thing. Everyone has different expectations and interests vary, but it helps to categorize what your guests care about. After you understand their wants and needs, you can better target them.

Google Analytics

Google Analytics is an extremely useful tool, and you should have it installed on your website. If you don’t have it installed, you should stop reading this and go do it. You can find a step-by-step guide here.

Within the Google Analytics dashboard, you can navigate to “Audience” on the left-hand side and find a lot of valuable information.

Under overview, you will find information about where your website visitors live and what languages they speak. This information can help you target ads and deals to people in the right destinations and appropriate language.

Google Analytics Screenshot

For example, imagine you own the Southern California property mentioned above. Let’s pretend the majority of your website visitors are located in Kansas. Now if that’s the case, you need to find ways to get the good people of Kansas to visit you. During the winter months, when snow and freezing temperatures have taken over the Midwest, a campaign featuring escapism and sunny warm beaches might be a good idea.

Or, let’s say you discover that your website is getting many visitors from China, or visitors using a web browser set to Mandarin Chinese. It’s possible that you’re missing out on international bookings because your website is not translated into Mandarin Chinese. This data can give you the evidence you need to make marketing decisions like localizing existing content, or producing content tailored to a particular audience.

These examples are pretty basic, but understanding when and where your online traffic is coming from can help you create meaningful experiences for your guests.

Google Analytics will also provide you demographic and gender information. They provide what percentage of your traffic comes from male/female and segment them into age brackets. Use this data to target people appropriately.

You can also see which keywords people search to find your property. Under Acquisition > Campaigns > Organic Keywords, you’ll see which words people have typed into Google to find your website. For example, Cloudbeds has received traffic from “hospitality industry trends”, “best otas”, and “hotel operating costs” to name a few. This tells us what our audience is interested in. You obtain traffic from content that already resonates with search results.

You want to create content people are looking for and want to see. Use your knowledge of the keywords your guests already use to find your property online to create more content around the topics they are interested in. You can also use Google’s Keyword Planner to see which keywords are related to the ones you already rank for.

Say you’re a Southern California hotel. If you organic keywords include “beach”, “winter escape”, and “vacation”, target your deals and offers around those things. Or, if you have a ski lodge and your keywords include “ski” related topics, you know your website content is working.

All of Google’s tools can help you lock down who belongs in your target market.

Facebook Insights

Facebook-Featured-Image

Facebook’s page insights are another great place to look for data. With over a billion people on the platform, Facebook has done a great job of helping marketer’s target groups of people. If you navigate to your page, and click “Insights” on the top navigation, you’ll be taken to a dashboard. On the left hand side, you’ll see a vertical list. Click ‘People’ all the way at bottom.

Facebook Insights Screenshots

You’ll then be taken to a screen that shows you a snapshot of people who like your page. It includes what percentage are men and women, as well as what country, city, and language they speak. All of this information is helpful in the same way Google Analytics is helpful. For example, let’s say your followers are all from Brazil. What are deals and offers you can promote to entice that group of people to stay with you?

If you decide to promote your property and offers on Facebook, be sure to check out our FB Ads guide. Facebook allows you to target very specific groups of people and it’s a powerful tool you should consider using.

Twitter Insights

Twitter also offers powerful audience insights. If you have a decent sized following on Twitter (>500)*, you can use this data to better understand your target audience. Below is an example of a Twitter account’s audience insights. The overview shows you the Top interest, language, lifestyle type, buying style, and wireless carrier.

Twitter Audience Insights Screenshots

With this information, you can determine what your target market is and how to attract their attention. You will also see what occupations your followers tend to have, and a list of how they tend to spend their money. For example, this account’s large ethnic explorer group shows you that these people like a wide variety of food. There are many ways you can use this data to create a better, more precise target market.

Conclusion:

As you look into your existing data from various different sources, you will start to see similarities. Use these similarities to understand what your guests want, and then give it to them. As soon as you understand who you’re marketing to, it will be much easier to dial into what’s relevant to them.

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