Today, we propose to drop anchor at the Marketing and Communication Department of the Explorers Hotel. Meet Aude, Marketing and Communication Manager and Marine, her assistant. You may have communicated with them on social networks or forums to prepare your stay at Disneyland Paris … Because yes, they are the ones who are hiding on the other side of the screen. Now, discover the backstage of the Explorers Hotel!
A privileged contact with the Explorers Hotel
Today, the Marketing and Communication Department of the Explorers Hotel is a fully-fledged department: “I have been part of the crew for 3 years now. The Explorers Hotel has never stopped increasing its online presence to be a permanent virtual contact with its customers: social networks, forums, etc. This enables us to get to know the hotel and its news, to know what our customers think, and to be able to share feedback with the in-house teams. This last point is extremely important in order to improve our services and to accompany our customers in the preparation of their family stay at Disneyland® Paris. All this is part of our everyday work. As more and more of people prefer digital contact, I’ve contacted Marine, who has recently re-joined the Explorers adventure” explains Aude.
The Marketing and Communication Department responds every day to all kinds of requests from our subscribers on social networks and in particular via Messenger, Facebook’s private inbox. “Being present on these dialogue boxes allows our customers or (potential customers), to benefit easily and quickly from a privileged contact within the hotel. We respond almost instantly and allow our customers to prepare their trip with confidence. The organisation of a family holiday can be a source of stress, and we are delighted to be able to inform our customers and help them to plan their trip” analyses Marine.
“We are currently working on new strategies to make our Facebook and Instagram pages more lively. We decided to promote the use of the #ExplorersHotel in order to easily find and share our customers’ posts on social networks. The last few weeks, we have shared their pictures (with their permission of course!) as they allow our other customers to imagine their future stay or to remember good memories at the Explorers Hotel“.
Aude and Marine, a real Pirates team :-)!
The marketing and communication team go from virtual to real in order to ensure that customers can benefit from the information they need during their stay. “Our receptionists are always available to answer guests’ questions and offer them the necessary information at check-in. But we are aware that our guests cannot remember everything. “This is how the Explorers Gazette was born. This document is present in every room and contains a lot of information about activities, restaurants, services, etc. A tablet is also available near the reception, its content has been designed taking into account the most frequent questions. Information is also given via restaurant menus, hotel displays, in our lifts, televisions… The least we can say is that we never get bored at the Marketing department”, smiles Marine.
The Explorers Hotel’s Communication and Marketing Department also links with bloggers to offer competition prizes! “We are frequently solicited by bloggers, Youtubeurs and other influencers of the Internet. Last year, we had the opportunity to set up profitable partnerships and contests with bloggers dedicated to the world of family and children. For example, last May, we partnered with “L’Univers des Mamans” which allowed one of its subscribers to win a night for 4 people with access to our water park and continental breakfast. These contests are an opportunity for us to make the hotel known to families who are looking for accommodation adapted to their needs and desires, and to create commitment on our posts while ensuring the happiness of a family. “We don’t pay bloggers for writing articles because we want them to live and share their true experience with complete freedom and sincerity” says Aude. “We also run contests with customers who subscribe to our pages. Last year, we offered several competition prizes(a dinner for the whole family at the La Plantation buffet, tickets for the 6D cinema etc.) as part of a Halloween-themed photo contest. We have a lot of new ideas for the future!”
So don’t forget to subscribe to our social networks to receive all the news of the Explorers Hotel near Disneyland® Paris.
The Marketing and Communication Department also deals with writing articles so that our readers and customers are always up-to-date with the latest hotel news and local events. “We relay this information on our website but also on our social networks. Our pages become a source of information and help our subscribers prepare their stay at Disneyland Paris … and make them want to come back to see us! The writing of these articles allows the hotel to highlight some of its services. For example, last month we released the “Summer News” article, which talked about the setting up of an outdoor gourmet kiosk, as well as our superb new playground area which opened last Friday” explains Marine. Thanks to this sharing of information, our pirates remain at the heart of the news, even when they’re back home!
An analysis of our customers’ feedbacks: your opinions mean a lot!
You may have already seen the name of Aude and Marine on Tripadvisor, Booking.com, Google+ or Facebook. Their mission is to read carefully all the online reviews and to offer a reply. “With Marine, we read about 500 reviews per month. It is really important for us to monitor the stay of our customers. We are always happy to read that a family has spent magical moments with us, and we want to thank them for taking the time to share their experience online. Of course, sometimes our customers are not 100% satisfied and they are entitled to let us know. So in that case, our work is especially more important. We must provide answers to these customers and take into account their feedback to improve the quality of our services for their next stay, and also for all our other customers. Online reviews are analysed, synthesised and communicated to all the hotel’s departments. “Each customer’s feedback is taken into account. We are lucky to collect a lot of reviews, and they are essential to develop the hotel and its services. Each month, a summary document is shared with the teams. This document finds out what has been good and what has not pleased our sailors. The main goal is being able to improve the experience of our customers” says Aude. “The realisation and the sharing of this document are is a strength: it allow us to thank our teams for their quality work, but it is also an occasion to re-evaluate our ways of working, the hotel services, etc. “All our staff has the same access to the information to be able to work and evolve together in the same direction. On board, every member of the crew has a role to play and ensuring the customers’ satisfaction is a priority!” So, during your next stay at the Explorers Hotel, don’t hesitate to leave us your feedback!
A big thanks you to Aude and Marine for this interview! Social networks and our website allow our guests to have a privileged contact with the Explorers Hotel. It is important to us that our subscribers can interact with the hotel in the way that best suits them and with which they feel most comfortable.
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