Every email, Zendesk ticket or OTA back office message you send out represents the company.
They should always be written in a professional, polite manner and every reply that we send back to our guests or potential guest should answer their enquiry is the most efficient manner.
Don't hesitate to be funky and fun, as long as it's respectful in the same time!
Keep in mind, every email is also an opportunity to upsell (upgrades, lockers, breakfast), cross-sell (bar bookings, tours, other hostels), create great first impression or improve a previously potentially negative experience.
This might need some practice and it should be subtle but it's definitely worth a shot!
Every email/ticket should have the following form:
3. Closing message
Here is an example:
Thank you for reaching out!
The check-out time is at 10am by default. However, if you plan to party hard and would love to sleep in the next day, we got you covered! You can add the late check-out for only £5 and keep your bed until 12!
Don't forget to use your Guest discount if you'd like to grab lunch in Belushi's before you head out, it's valid even on your departure day!
Thank you for choosing St Christopher's for your stay, and have a lovely stay in London!
👉 Use canned replies/templates for emails, and macros in Zendesk. They are such a great tool for standardised customer experience!
Here's how to create canned replies in your Gmail: Canned replies (Gmail)