Hi, I’m Hafidz Irshaddin, the Content Knowledge Manager at Bukit Vista from the marketing team. Throughout my time at Bukit Vista, I have consistently worked closely with our operations team, managing Airbnb listings, hosting guests, and enhancing the guest experience while providing knowledge for GAIA (our AI representative in guest operations). My role has given me a unique perspective on the intersection of technology, marketing, and hospitality, with a primary focus on improving the guest experience.

In this article, I would like to share the story of Bukit Vista’s achievements over the past six months, from April to September 2024. The past six months have been a whirlwind of growth, innovation, and remarkable progress for Bukit Vista. From improving the guest experience to streamlining property management processes and building stronger relationships with partners, our team has been diligently working to elevate Bukit Vista’s reputation in the industry. Let’s take a closer look at Bukit Vista’s performance journey month by month, showcasing some remarkable milestones and the impact they’ve made on the hospitality industry, particularly in enhancing the guest experience.

April 2024: Elevating the Check-In Experience to Enhance Guest Experience

1. Launch of the Airbnb Check-In Instruction Feature

Bukit Vista kicked off the second quarter with an innovative feature aimed at enhancing the guest experience on Airbnb. In April, the company rolled out the new “Check-In Instruction” feature using images, which directly improved the guest experience. This feature provided detailed visual guidance to guests, making it easier for them to locate the property. By assigning a team to take pictures of routes to the properties, especially those areas not covered by Google Street View, Bukit Vista ensured a smooth and hassle-free check-in process for all guests. This improvement in the guest experience led to a significant increase in guest check-in metrics during the semester period.

The success of this feature set the tone for what would be a semester filled with valuable innovations aimed at improving the overall guest experience, including the guest journey and operational efficiency.

May 2024: Enhancing Guest Communication and Service Quality to Enhance Guest Experience

1. Encouraging Guest Feedback and Improving the Guest Experience

In May, the focus shifted to gathering and implementing guest feedback to enhance the guest experience and service quality. The Bukit Vista team took a hands-on approach by personally meeting guests like Simon Bitcot at Villa Raava and Khefiy Effendi at Villa Tupa. After welcoming them with a delightful pizza, the team collected valuable insights about their stay. This direct feedback was crucial in identifying areas of improvement, such as enhancing the accuracy of property descriptions and improving directions to the villa, all aimed at elevating the guest experience.

Based on these insights, new adjustments were made to further improve the guest experience, making navigation to the properties easier.

2. Evaluation for BVGO Automation

The engineering team also worked on improving the automation system for BVGO apps. This involved transitioning BVGO to an auto-send state, categorizing properties more accurately, and ensuring that escalation cases were resolved quickly. The transition resulted in an 80% categorization accuracy and 100% escalation resolution, leading to better communication between guests and staff.

June 2024: Expanding Brand Presence and Embracing New Marketing Techniques

1. Improving GAIA Automation for Property Information

June was marked by further innovations in the GAIA system, Bukit Vista’s automation tool for handling property information. By fine-tuning the content and improving the response system, GAIA’s auto-reply score for property information queries reached 93%, representing a 1% increase from the previous month. This improvement not only sped up response times to guest inquiries but also significantly enhanced the guest experience by ensuring a consistent and high-quality communication process for all guests.

2. Experimenting with New Content Production Techniques

To highlight properties more effectively and enhance the overall guest experience, the marketing team began experimenting with new methods, such as using FPV (First Person View) drones to capture unique property perspectives. This initiative was first implemented at Hattala Villa, offering a fresh and dynamic way to present properties visually, further improving the guest experience by allowing potential guests to explore the property in an immersive way. The success of this trial opened up new possibilities for marketing and showcasing properties in a way that would captivate potential guests and elevate their guest experience even before arrival.

July 2024: Introducing New Marketing Channels and Partnerships to Enhance Guest Experience

1. Launch of the BV Magazine

Bukit Vista’s momentum continued in July with the successful launch of the BV Magazine. The magazine aimed to enhance the guest experience by providing useful information on local activities, dining recommendations, and the unique charm of Bukit Vista-managed properties. The initial distribution began with 10 villas that had low occupancy rates, and the magazine quickly proved to be a powerful tool for building stronger relationships with guests and improving their overall guest experience.

2. Partnership with Local Restaurants

Additionally, Bukit Vista formed strategic partnerships with local restaurants like Lemanja, Rolling Fork and Fuego, providing guests with exclusive 10% discounts. By adding this information to the Airbnb listings, the company increased the likelihood of guests booking properties near these dining establishments, thereby adding value to both the guests and local businesses. This collaboration not only elevated the guest experience but also reinforced Bukit Vista’s reputation for offering unique and tailored experiences.

August 2024: Maximizing Occupancy for the Peak Season

1. Launching Listings Before the First Availability Date

August saw Bukit Vista focusing on maximizing occupancy and revenue for the upcoming peak season. The team implemented a new strategy to launch listings before the first availability date. By entering listings into the Airbnb market early, they were able to capture the interest of guests well in advance, leading to increased bookings. This proactive approach not only ensured higher occupancy rates but also positioned Bukit Vista properties as the top choice for guests planning their trips.

This early-bird strategy became a game-changer for properties that typically struggled to attract bookings during the initial launch phase, providing a significant boost in visibility, bookings, and the overall guest experience.

September 2024: Enriching Cultural Experiences and Proactive Recommendations

1. Enhancing Authenticity through “100% Balinese Owned” Badging

As the semester came to a close, September was all about enhancing the guest experience through authenticity and cultural immersion. The team successfully rebranded several properties under the “100% Balinese Owned” initiative, adding a special badge to listings that met the criteria. This initiative was part of the “Stay with Locals” campaign, which aimed to give guests an authentic Balinese experience. By staying at these properties, guests could connect more deeply with local culture, enjoy personalized hospitality, and feel like they were a part of the community.

2. Implementing Galungan and Kuningan Discounts

To celebrate the Galungan and Kuningan cultural festivals, Bukit Vista offered special discounts across its Bali listings. This initiative, supported by the Ops and Content teams, provided guests with unique cultural experiences at a lower cost, while property managers saw increased bookings and positive feedback.

3. Proactive Event Recommendations with GAIA

Rounding off the semester, Bukit Vista took GAIA’s automation to the next level by integrating a proactive event recommendation feature. Rather than waiting for guests to ask for information, GAIA now automatically provided personalized recommendations based on Bukit Vista’s event calendar and property guidebooks. Between August 17 and August 28, GAIA sent out 748 event recommendation messages, delighting guests with curated experiences.

4. Creating Listing Wishlist and Adding it to the Event Calendar Page

Bukit Vista’s focus on visibility continued in September with the creation of listing wishlists and featuring them on the Bukit Vista event calendar page. This page attracts hundreds of visitors weekly, providing valuable exposure for listed properties. By strategically placing properties on this high-traffic page, Bukit Vista aimed to increase the likelihood of bookings, especially for guests planning to attend events advertised on the calendar. This initiative served as an innovative way to leverage existing platforms to boost property visibility and enhance guest experiences.

Conclusion

From launching new features and improving automation to forming strategic partnerships and enriching the guest experience with authentic cultural touchpoints, Bukit Vista’s achievements over the past six months have been nothing short of remarkable. Each initiative has contributed to making Bukit Vista the go-to choice for travelers seeking memorable stays and exceptional hospitality.

Unlock the potential of your property with Bukit Vista’s exceptional property management service. From increasing occupancy rates to delivering an unforgettable guest experience, our innovative strategies ensure your property thrives in today’s competitive market. Our dedicated team combines local expertise with cutting-edge technology to streamline operations, maximize revenue, and create lasting relationships with guests. Partner with us today and elevate your property’s performance while enjoying a hassle-free management experience. Discover the difference Bukit Vista can make for your property—let’s grow together.

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Bukit Vista Guest Experience’s Success Story: A Remarkable Performance Journey from April to September 2024