Guest experience starts way before a guest arrives at your facility and ends long after they have safely returned home. However, you will not have so many opportunities to amaze them. In a short amount of time, they are staying with you; you may only have a few shots to exceed their expectations and deliver something outstanding. You must sweep your guests off their feet if you want to count on them coming back and recommending you to other travelers. So, roll up your sleeves and get ready to wow your guests!
Use your guest database to add a personal touch
A well-maintained guest database includes not only demographic information, but purchase behaviours, guest preferences, and survey feedback. This creates an opportunity to offer and recommend services tailored to your guests’ needs. Recognize your guest by their name and do not miss out on their birthday or other special occasions.
Create WOW! Moments
WOW! moments are crucial in building lasting impressions. They consist of small tokens of appreciation that show your guest how important they are on a more personalized level. Some of the examples are providing plug sockets of all types for your international guests, and preparing the hotel room with toys and books for the youngest guests.. For couples, greet them with some sweet treats and domestic drinks.
Create multisensory experiences
Stimulate your guests by integrating all five human senses into the hotel guest experience. For instance, use gardens and flowers to highlight the beauty of a hotel (sight), offer different quality towels (touch), bath salts with scents (smell), complementary glass of a fruity drink (taste). All these can be enhanced with background music (hear).
Offer local products and experiences
There is nothing as exciting as trying out something new, especially if it is followed by a feeling of creating a positive impact on the community. Promote and offer a variety of local products, such as local dishes, crafted beer, or handmade gifts, and local experiences, such as cooking classes or environmental conservation activities. A simple grab-and-go snack station in your lobby can be the perfect place to offer snacks and drinks from local establishments.
Rethink the impersonal bye-bye
Check-outs can be stressful or include surprises, like the hotel bill. Use the check-out process to make a positive impression by, for example, offering a discounted return guest rate or house-made cookies for the return drive.
Utilize innovative technology
Today’s travelers are self-sufficient and tech-savvy; they expect high-performing and intuitive apps and web platforms. Make sure all your digital tools and gadgets are up to date and user-friendly. Moreover, do not forget to provide co-working spaces with a “coffee-shop” atmosphere for those who need to work.
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