Creating Memorable Guest Experience In Hotels
When attempting to sell a product or service, companies should strive to not only excite customers to buy but also to ensure that the process of buying caters to a bigger (and ultimately memorable) customer experience that instils long-term loyalty.
This is especially true when it comes to the hotel industry. Travel is an experience in and of itself, one that begins even before a potential traveller hits the “book now” button. From the preparation stage until the post-trip phase, travellers are obsessed with the prospect (or memory) of a certain encounter.
As consumers scan through enormous social feeds highlighting expensive vacation locations, contemporary accommodations, and local experiences, hotels and travel businesses are urged to construct a journey that exceeds imagined expectations. Modern customers appear to be significantly less likely to focus their allegiance on a price or a product — and instead, to display a commitment to businesses based on the entire experience they receive.
Techniques to make your visitor’s stay unforgettable:
Make it Simple to Call:
When clients are looking for a hotel, they are confronted with a plethora of options and possible diversions. As a result, hoteliers must eliminate friction in their booking flow and make the process as seamless as feasible. Your reservations phone line is a good place to start.
The simplest approach to determine how user-friendly your phone line is is to call your hotel. Another is linking your hotel’s voicemail system to an email address which will also ensure that calls are returned as soon as possible and that prospective direct booker are not missed. If staffing constraints make answering the phone problematic, having an automated chat function on your website is another approach to ensure consumer concerns are handled promptly.
Service that is Attentive and Responsive:
It is not always as difficult as one may imagine exceeding visitor expectations. Most of the time, creating a good, memorable experience is as simple as following a highly attentive and responsive service approach.
Modern visitors seek a more intimate relationship with the establishments they visit – that is, they want to feel liked and respected by the hotels they pick.
Having the technology and attentive employees in place to emphasize guest touch-points such as identification of visitors’ names and preferences, a birthday or a special event, rapid reaction to a passenger request or complaint, customized enhancements or incentives may go a long way.
Leverage your Locale:
Another method to provide a distinctive visitor experience is to make use of your area’s natural surroundings as well as popular activities. Furthermore, providing items from local suppliers benefits the companies in your area. Even more crucially, including local products in your hotel’s amenity programme assures that visitors may purchase one-of-a-kind items that they won’t be able to find anywhere else.