How to Impress & Delight Guests in A Changing Hospitality Industry

Customer service is king in the travel industry, and hotel businesses live and die on the happiness of their visitors. As consumer expectations rise, so does the difficulty of providing an enjoyable experience.

When it comes to delighting visitors, ‘personalisation’ is as buzzing as a term can get, and for good reason; there’s no excuse not to be adopting a more concentrated approach to client engagement

However, optimising the visitor experience and meeting guest expectations is a continuously shifting issue for hotels. With a real feast of alternatives at their disposal, travelers are expecting more. It makes things more difficult for hotels, but it also provides them with a larger potential to provide something that an experienced visitor will never forget.

The gathering and utilisation of consumer data will enable a hotel to successfully personalise its service for visitors.

Customer Service at Hotels during Covid-19 period:

There is no denying that Covid-19 has permanently altered customer service. In long run, the way hospitality organisations operate and offer experiences will undergo a slew of changes and modifications to establish a new normal.

However, reforms must occur now and fast. Failure will result in a non-operational business. In addition to complying with any government and industry mandated regulations, the hotel will need to consider who could be visiting their region, what they’re seeking, and what services might be given to them.

Flexible Booking Strategy:

Many visitors will be cautious to book too far ahead of time and may be compelled to cancel the booking at the last minute. Cancellation costs are frequently waived or reduced by hotels, online travel agencies, airlines. By providing empathy via flexibility, it will assist to assure crucial visitor pleasure and future loyalty.

Social Distancing in Common Areas (lobby, restaurant, pool, etc):

Overcrowding should be avoided at all costs since many visitors will be worried. Assurances will need to be made that you have things under control. Intensification of cleaning may be implemented, especially in high-touch areas.

Contactless Room Services:

Contactless check-in, room services are demands that travelers have been making for some time before the pandemic, but these will become far more common now. It not only saves the guests time and hassle, but it also makes them feel safer. Hotels should use industry-specific applications to aid with check-in and room functionality.

Amenities and Services for Wellness:

The psychological consequences of such a worldwide catastrophe should not be underestimated. Travelers may seek to explore newer locations. Many people will be eager to leave the environment in which they have recently spent time in lockdown in search of more peaceful experiences.

An Increase in Adventure/ Active Vacations:

Travelers who have been pent up for weeks or months will need adventure, discovery, and thrilling new experiences. Hotels should consider what packages they can provide for this demographic. It’s an excellent opportunity to engage with local businesses to extend your offering.