5 Decisive Moments In The Guest Experience
People will forget what you said and did, but they will never forget how you made them feel. Hoteliers would do well to recall Maya Angelou’s insightful comments when attempting to provide an extraordinary guest experience.
“A flawless vacation with five-star amenities might be ruined by a single unpleasant contact with personnel. A well-handled crisis, on the other hand, may garner lifelong devotion”. It all comes down to how your guests feel when they leave.
Here are five make-or-break situations to be aware of:
Hotel Booking:
The booking experience establishes the tone and expectations for the remainder of the stay. The majority of reservations are done online, a quick and seamless booking procedure is critical to success at this point.
The first step is to make sure your online booking engine is easy to use. It should be properly incorporated into your website, with a conspicuous “book now” button and an easy-to-use availability search option. When a booking is made, a confirmation message should be displayed instantly, and an email confirmation should be sent automatically. Your visitors should have no question that their reservation was successful.
Check-in:
Check-in is likely to be a guest’s first in-person engagement with your property, a warm greeting is required to make the guest feel welcome and appreciated, but they also want a quick and easy check-in process. Make your check-in process more efficient by providing workers with the appropriate technology and more personable by hiring courteous and resourceful front-desk personnel.
Requests from guests:
Simple requests made throughout a guest’s stay present critical moments. Whether they want a cab or a reservation made at a nearby restaurant, a pleasant and prompt answer will guarantee your guests leave with a positive impression.
Unexpected complications:
Problems will happen regardless of how well you and your employees are prepared. Miscommunication may result in a double booking, credit card troubles may occasionally disrupt a check-in, and other unforeseeable situations may arise. The key to handling these situations and maintaining an outstanding visitor experience is to address the issue as soon as possible and with compassion.
Staff Interactions:
Throughout their stay, your team interacts with the guests regularly. Small, informal contacts can be just as important as high-stakes exchanges in guaranteeing visitor pleasure. Make sure your visitors are always greeted with a friendly welcome and a grin. Creating a welcoming environment will leave your guests feeling elevated and valued.