Providing the Best Experience to Hotel Guests

Are you providing the best experience possible to your hotel guests? Of course, clean sheets, a stocked mini-fridge, and friendly staff are all expected however, with so many hotel options out there these days, an above-average stay is what keeps guests coming back. Enhance the customer experience with these helpful tips.

Start before the guests arrive

The customer experience begins long before guests arrive at your hotel for their stay. A user-friendly website, a simple booking process, and confirmation emails or calls should all be part of your customer service strategy prior to guest check-in.

Personalization

Greeting guests by name and remembering their preferences is a simple way to make them feel special. Some of this personalization can be accomplished with “in the moment” guest information on phone displays that staff can refer to. You can also try and get to know your customers before they stay with you via social media or a survey upon booking so that you can incorporate personal touches into each guest’s stay. Some hotels go as far as utilizing location-aware services to market on-site restaurants and other amenities directly to guest’s cellphones which can portray personalization. Additional ideas include welcoming regular guests in a special way such as with a gift or complimentary spa service, asking guests if they need help finding local restaurants or activities, and a friendly goodbye each time a guest leaves the property.

Attend to guest requests quickly

If a guest requests something from a member of your staff, they should feel confident that their request will be completed quickly. Wireless phones ensure that hotel staff never misses a guest request, even if they aren’t sitting at the front desk. Easy access to items commonly requested by customers such as toothbrushes, the Wi-Fi password, and extra pillows and towels will help staff complete requests efficiently.

Effortless check-in, check-out, and billing

Check-in, check-out, and billing are some of the less glamourous parts of a hotel stay. These tasks should be simple and hassle-free for both your staff and your guests. Extensive training and the right tools will ensure accuracy and maximize efficiency.

Welcome feedback

When was the last time you asked your customers how you could improve your service offerings? You should be asking each and every guest about their experience after their stay and most importantly, you should be responding to that feedback whether it is positive or negative. If you’ve fixed an issue that a guest had, be sure to personally invite them back to experience the change. This will show your customers that you are committed to providing the best experience possible.

What it all comes down to is a memorable experience. If your guests can remember a positive experience a month, six months, or even years after they’ve stayed with you, they are sure to return.

Warwick specializes in equipping the hospitality industry with the communication tools needed to succeed. Learn more about our hospitality services.