Start to build the relationship with your customers or guests as soon as they have booked by thanking them and giving them additional information. You can use any of the topics below to whet their appetite and get them looking forward to their visit. - As their arrival date approaches, send further timely information about specific events, travel updates and opportunities for upgrades or complementary services (e.g., making a dinner reservation). - Once someone has stayed or dined with you or attended an event, a simple thank you note is a great way to build rapport and an opportunity for some feedback, too. Get the full story at