Tom Brown
Meeting and exceeding your guests’ expectations is the gold standard of the hospitality industry. The problem is, hoteliers are constantly engaging in guest experience one-upmanship, raising customer expectations with every feature that goes from a novelty to a given.
Here are some quick, easy and inexpensive tips to improve the hotel guest experience.
- Touch base with guests pre-arrival
A detailed pre-arrival email to all guests can make their arrival and check-in process much smoother. Not all your guests will read the email beforehand, but those who tend to ask a lot of questions are likely to. Repeat guests, for example, will be more interested in what’s new and won’t want to receive the same email every time they stay with you.
- A smile goes a long way
First impressions make a big difference in this business. When you check the arrivals each day, take the time to review the names and reservation details and be sure to greet everyone by name and with a welcoming smile. Even a cool drink of water can make a huge difference after a series of plane, train and taxi rides.
- Make it easy for your guests to get in touch
How you execute this tip depends on your clientele and the size of your hotel. If you have an older, more traditional customer base, they may prefer to use a phone system in the hotel to get in touch with reception. If your clientele is younger and more tech-savvy, consider investing in a simple app or online communication service for your property.
- Be an insider of your local area
When your guests arrive in their room, there should be a welcome book waiting for them. While historically this has contained all the whats and how-tos of the property and services, it should also include tips on what to see in the area, as well as recommendations on the best time to go and hidden gems that only the locals know about.
- Build partnerships with local vendors and attractions
Building partnerships with local attractions and vendors is a win-win for both sides. You’ll bring more people to their business while offering your guest an inside track they will appreciate. If you promise to send many guests through the doors of the restaurant or attraction you’re partnering with, they may even be able to provide your guests with a special discount.
- Provide free and fast Wi-Fi
Should you not be able to provide free Wi-Fi in every room or hotel area due to technical limitations or the size of your property, make it as easy as possible for your guests to connect to the Wi-Fi where it is available. You could provide instructions on how to connect to the Wi-Fi in several places, such as Wi-Fi code on each room key, within the welcome book or on a board within the lobby.
- Celebrate special occasions
Are your guests celebrating a special occasion like an anniversary or a birthday while staying with you and are happy for the occasion to be recognised? Setting up the room to contain a small token of celebration as they enter is such a nice touch and usually very easy to do. Likewise, if the celebration is occurring while they’re in the hotel, it’s easy to arrange something special through housekeeping, or through the restaurant if they’re dining with you for the occasion.
- Track your guests’ preferences
Does your guest have a gluten intolerance or a favourite room? Sending an email prior to their arrival asking if there are any special requests or allergies within the party will ensure that the guest feels truly catered for. If you opt for an app, you can collect these basic details through this technology from either a box-ticking survey or question and answer box when confirming the booking.
- Give guests the option to refuse housekeeping – and reward them for doing so
More and more guests are becoming environmentally conscious when they travel. Many are abandoning the mindset that sheets and towels need to be changed every day, which is good for the environment and also good for you as it cuts laundry costs. Leave a note in the room that tells guests what their options are. For example, some hotels provide a small bag that guests can hang on the door, and housekeeping will leave a small treat inside instead of changing their towels and sheets. Alternatively, you could offer things like a free slice of pizza from your restaurant.
- Offer clear directions around the property
Put yourself in the shoes of a new guest and evaluate the signage around the property, especially in the lift. Could you be giving more information? Writing in another language or adding easy-to-understand symbols can make getting around much easier. Your guests will appreciate being able to find where they need to go at all times.
https://www.mews.com/en/blog/10-ways-improve-guest-experience
