STRATEGI MARKETING HOTEL INI BIKIN GELENG-GELENG KEPALA‼️

Summary

In an insightful interview, Mr. Hadi, the General Manager of Borneo Hotel in Pontianak, discusses how the hotel has embraced Marketing 2.0 to enhance guest satisfaction and improve occupancy. Shifting from a product-centered approach to a more consumer-focused strategy, the hotel prioritizes guest needs, personalized service, and convenience. By focusing on value, comfort, and active communication, both online and offline, Borneo Hotel has successfully built strong relationships with guests. The hotel’s unique approach emphasizes creating a friendly atmosphere, ensuring guests feel valued and satisfied beyond just the price they pay.

Takeaways

• 😀 Guest is considered a friend, not a king, at Borneo Hotel, emphasizing a more personal and friendly approach to customer service.
• 😀 The hotel has experienced a significant increase in occupancy recently, which is attributed to their improved services and market adaptation.
• 😀 Borneo Hotel implements Marketing 2.0, which focuses on consumer needs, cost management, convenience, and communication.
• 😀 Marketing 2.0 shifts the focus from product-oriented marketing (4P) to consumer-centric strategies (4C), which prioritize customer satisfaction.
• 😀 The first 'C' of Marketing 2.0 is 'Consumer', where the hotel tailors services and policies based on customer desires.
• 😀 The second 'C' is 'Cost', with the pricing model based on the value provided to guests, ensuring a balance between quality and price.
• 😀 Borneo Hotel emphasizes comfort (the third 'C') through services like cleanliness, responsive service, and quality food to ensure guest satisfaction.
• 😀 Communication is the fourth 'C', and Borneo Hotel focuses on responding promptly to online reviews, both positive and negative, to maintain good relationships with guests.
• 😀 The hotel now promotes its services through social media, showing facilities and guest comfort instead of just focusing on price promotions.
• 😀 Borneo Hotel, as an independent three-star hotel, stands out for its personal touch and high-quality service despite not being part of a larger hotel chain.

Q & A

What marketing approach is being implemented at Borneo Hotel?

Borneo Hotel has implemented Marketing 2.0, which focuses on customer-centric strategies, prioritizing consumer desires, cost management, comfort, and communication over traditional marketing models.

How does Borneo Hotel differentiate itself from traditional marketing models?

Borneo Hotel has shifted from the traditional 4P marketing model (Product, Price, Place, Promotion) to the 4C model (Consumer, Cost, Convenience, Communication), emphasizing guest satisfaction and comfort over just promoting products.

What does the first 'C' (Consumer) in Marketing 2.0 represent for Borneo Hotel?

The first 'C', Consumer, emphasizes Borneo Hotel's commitment to understanding and meeting guest needs by adjusting its policies and services based on consumer preferences.

How does Borneo Hotel manage the cost aspect of its pricing strategy?

Borneo Hotel determines its pricing based on the costs incurred to provide quality service, ensuring that guests are satisfied with what they receive, even if the price is higher than competitors.

What role does 'Convenience' play in Borneo Hotel’s strategy?

Convenience focuses on providing a comfortable and clean environment, excellent service, and quick responsiveness to guest needs, ensuring guests feel well-cared for and are likely to return.

How does Borneo Hotel handle communication with guests?

Borneo Hotel prioritizes communication by responding promptly to online feedback, especially on social media, online travel agents, and Google. They address complaints swiftly and update guests on any issues.

How does Borneo Hotel's approach to guest relationships differ from traditional views?

Instead of viewing guests as 'kings,' Borneo Hotel treats guests as friends, fostering a closer and more personal relationship to create loyalty and repeat visits.

What is the significance of customer comfort for Borneo Hotel?

Customer comfort is a key priority for Borneo Hotel, which ensures that rooms are clean, food quality is high, and service is responsive. This contributes significantly to guest satisfaction and repeat business.

How does Borneo Hotel engage with its audience on social media?

On social media, Borneo Hotel shares content focused on guest comfort and facilities rather than just promotional offers or pricing, shifting the focus to what guests can expect when they visit.

What is the unique aspect of Borneo Hotel compared to chain hotels?

Unlike chain hotels, Borneo Hotel is an independent three-star property with a strong focus on personalized guest experience and comfort, offering quality service and building relationships with its guests.