Small Details That Can Improve Guest Experience

The gold standard of the hospitality sector is to satisfy and surpass your visitors’ expectations. The issue is that hotels are continuously competing for the best guest experience, boosting consumer expectations with every addition that transitions from novelty to standard. It’s a good idea to regularly analyze and enhance the guest experience to ensure you’re surpassing their requirements.

Here are a few things that can improve the guest experience

Guests Before They Arrive:

In every sector (particularly hospitality), the first impression is the last! When your guests reserve a stay, your first response should be to send them a booking confirmation email or a hotel reservation voucher. By sending well-designed booking confirmation emails, you can convert this formal step into a chance to communicate with your guests. You may highlight your hotel’s services, such as pick-up service and parking, within that message or voucher. Aside from that, thank them for picking up your property with individual emails and texts. You may also update them about upcoming specials, promotions, packages, events, and concerts in your area (If there are any).

Smiling At Your Customers:

Personalization is essential when it comes to the consumer experience. Starting the arrival and check-in process off correctly will not only make your visitors feel valued but will also set the tone for the rest of their stay. Instead of just welcoming your clients, teach your front-desk staff to address them by their first or last name. If you’re expecting international visitors, train your personnel to meet them in their native language, and remember to greet everyone by name and with a kind smile.

Ensuring Cleanliness & Up-keep:

Many front-desk concerns are about cleanliness. This problem can be solved with a simple arrival list. Create a daily arrival list using your hotel software and assure room maintenance ahead of time. Arrange the personnel shifts and make them available to service the arriving guests based on the overall number of arrivals. However, you should not overlook the linens and towels. Always ensure that you have fresh, clean bedding and towels on hand. You should also examine to see if the electrical items in the rooms are in functioning order.

Provide Excellent Client Service:

Advanced hotel management systems can help you do this rather well. These systems remember your guests’ interests as well as their basic information. When the visitors arrive, the system remembers and informs you to make the necessary arrangements. Even the simplest details, such as newspaper, coffee types, room view, and floor selection, are recorded by the system. You must demonstrate to your guests that you care by providing excellent customer service. People aren’t interested in how much you know until they see how much you care. Teddy Roosevelt-“Trust me, offering these small gifts and goodies enrich your hotel customer service.”

Provide Relevant Hotel Amenities:

Send messages to your guests during their stay to offer them hotel services. Now, I would advocate providing facilities based on your guest’s profile. If your arriving visitor is a business traveler, you can provide him with a meeting or co-working space at your hotel. If they are leisure tourists, you may also arrange a spa or steam bath. You might even give them guided tours of your city. Your guests will undoubtedly be impressed by your efforts.

Among all of these tasks, don’t forget to keep your service on time. Your clients will not appreciate delayed room service. Make certain that you provide them with anything they have requested as soon as possible.