In the hospitality industry, the guest experience is king. Anyone can provide a bed and a shower – it’s the little things that add up to a memorable stay.
We’ve put together a guide to the top 3 ways you can improve the hospitality guest experience. These are simple, easy-to-implement solutions that can have a big impact on guest experience.
#1. Personalization is key.
If you’re staying in a hotel, you understand that you’re just one of many customers. It would be understandable, then, for the hotel to view you not as a person, but as a number – room 214, checking out on Tuesday.
But what if a hotel doesn’t do that? What if they know you by name, and have some idea of why you’re there and what you’re interested in?
That would certainly set the hotel apart – and keep you coming back, again and again.
While it may not be feasible for the staffs of huge hotels to recognize every guest on site (though this is a laudable goal for smaller, boutique hotels), here are a few ways to give that personal touch:
- If you have caller ID, answer the phone with the guest’s name. By taking the time to recognize and use their name, you show them you’re focused on them – not on just getting them off the phone
- Use any information you have. If the guest says they’re going to Disneyland on Monday, make a note to follow up and ask about it. This shows you’re listening – and that you care
- Take the time to truly notice them. If they’re wearing a shirt with a sports team on it, ask if they’re interested in going to a game. If they look exhausted, promise to get them to the room ASAP and tell them you’ll follow up later – and then do it.
#2. Anticipate Needs and Issues
You should constantly be monitoring your service to see if there are any likely issues to arise. For example, if you call the front desk and get put on hold, does the line go silent? This may make guests think they’ve been disconnected – consider hold music, or a warm message. This can make things easier for your staff as well as your clientele.
Also, if you see any guests that may have needs, try to meet them before they even ask. Do they have a small baby? Offer to set up a crib in the room. Even something as simple as offering a glass of water on a hot day can pay big dividends.
#3. Go the Extra Mile.
Every member of your staff should be trained to go the extra mile, every time. If a guest asks for luggage assistance, the bellman should also explain the features of the room. If they ask where to find a paper, offer to have one delivered to their room – for every day of their stay.
These are small things, but they add up. Ultimately, a guest wants to feel noticed and appreciated, and by going the extra mile, you show them that they’re valued – not just a problem to be solved.