5 Tips to Perfect the Guest Experience at Your Hotel

***Guest post from Duve, a WebRezPro partner***

When it comes to running a successful hotel, providing an exceptional guest experience should always be a top priority. Happy guests are more likely to return and recommend your establishment to others, which can significantly boost your business. To help you achieve this goal, we’ve compiled five valuable tips to perfect the guest experience at your hotel. From personalized service to handling complaints gracefully, these strategies will leave a lasting impression on your guests and keep them coming back for more.

Tip #1: Personalized Service

A hotel receptionist warmly greets a guest upon arrival
Greeting guests by name goes a long way to make them feel welcome.

One of the most effective ways to create a memorable guest experience is through personalized service. Today’s travelers want more than just a place to stay; they want an experience tailored to their preferences and needs. Here are some of the best ways to create a personalized experience:

Get to Know Your Guests: Start by collecting information about your guests before their arrival. You can do this by utilizing a guest experience platform. A good guest experience platform collects data like guest preferences for room type, bed size, dietary restrictions, and any special occasions they might be celebrating during their stay.

Welcome Guests by Name: Upon check-in, greet guests by their names. This small gesture goes a long way and can make guests feel even more valued and appreciated.

Offer Personalized Recommendations: Provide recommendations for local attractions, restaurants, and activities that guests might be interested in. This not only creates a tailored experience for guests, it also shows that you’ve taken the time to understand what they might like.

Special Requests: Be open to accommodating special requests whenever possible. Whether it’s arranging for a surprise in-room celebration or providing extra amenities, going the extra mile can leave a lasting impression.

Follow Up: After their stay, send a thank-you email or survey to gather feedback and suggestions. Use this information to enhance their experience on their next visit.

Tip #2: Fast, Clear Communication

A guest uses the hotel app to make a request upon arriving to her room
A guest app gives guests a way to reach out quickly and conveniently.

Today, communication plays a crucial role in guest satisfaction. Guests expect clear and instant communication from the moment they arrive at your hotel. Here’s how to achieve great hotel communication: 

Use a Guest App: Having a guest app allows guests to directly communicate with hotel staff, from anywhere at any time. A guest app also provides a digital handbook that provides information about your hotel, lets guests make special requests, and check-in/out seamlessly. 

Quickly Respond to any Inquiries: Ensure your staff is able to respond to inquiries and requests promptly. If you are seeing a trend in delayed responses, hotels can also utilize AI tools that automatically respond to common questions that guests may have—that way, your guests will always feel attended to.

Confirmation and Pre-arrival Information: Send a confirmation via a guest app or email immediately after a booking is made. Include essential details about the reservation, check-in/check-out times, and any special requirements.

Clarify all Policies: Clearly communicate your hotel’s cancellation policy, pet policy, and any other important rules or regulations. Guests appreciate transparency.

Tip #3: Customized Upselling

A bottle of champagne on ice and a selection of fresh fruit are enjoyed by honeymooning guests in their hotel room.
Personalize offers to enhance your guests’ stay.

Upselling is a valuable strategy for both increasing revenue and enhancing the guest experience. When done right, it doesn’t feel pushy but rather helpful. Here’s how to correctly implement customized upselling:

Analyze Guest Data: Utilize guest data to identify opportunities for upselling. For instance, if a guest frequently orders room service, suggest a dining package for their next stay. By offering guests things they like, they are more likely to use the service.  

Tailored Packages: Create packages that cater to various guest segments. This could include packages for couples, family-friendly packages, or business traveler bundles. Know what occasions your guests are traveling for, and offer them accordingly.

Personalized Offers: Instead of generic offers, provide personalized recommendations based on the guest’s choices and preferences. For example, if a guest wants a later checkout because of a late flight, offer them a time that works better for them. 

Timing is Key: Present upsell options at the right time. For instance, offer room upgrades during the booking or check-in process, and additional amenities throughout their stay.

Train Staff: Ensure your staff is well-trained to introduce and explain upsell options without being pushy. They should focus on understanding guests through open and natural conversation, and following up with offers they think they might enjoy. 

Tip #4: Online Check-in/Check-out

A smiling guest breezes past the front desk with mobile check-in.
Mobile check-in is convenient for guests and staff.

Online check-in/check-out is a no-brainer. Guests appreciate efficiency and convenience and would rather skip the lines and check in on their own time. Offering online check-in and check-out options can significantly improve their experience, by letting guests start enjoying their vacation right away.

Mobile Check-in: Implement a mobile check-in system that allows guests to check in using their smartphones. This not only reduces wait times but also minimizes physical contact, which frees up staff time to concentrate on other important tasks.

Keyless Entry: Consider keyless entry systems that enable guests to use their smartphones as room keys. This technology not only enhances security but also convenience for guests.

Online Check-out: Allow guests to check out on their own time and receive their invoices via mobile app or email. This eliminates the need for them to visit the front desk, especially if they have a rushed or early departure.

Information Access: Provide guests with important information before and after check-in via the hotel’s app or website, such as restaurant menus, spa services, and local recommendations.

Personal Touch: While online check-in and check-out provide convenience, ensure that there is still a personal touch available for guests who prefer face-to-face interactions. Your staff should always be available to assist and engage with guests as needed.

Tip #5: Handle Complaints Gracefully

A guest complains at the front desk while the receptionist listens and empathizes.
Handled the right way, complaints provide the opportunity to shine.

No matter how well you strive to provide an outstanding guest experience, issues and complaints can arise. It’s important to remember to handle these situations with grace and professionalism. Here are some good ways to tackle guest issues:

Active Listening: When a guest brings up a concern, listen carefully and empathetically. Let them express their feelings and frustrations.

Provide a Sincere Apology: Offer a sincere apology for any inconvenience or disappointment they may have experienced. Even if the issue wasn’t your fault, express your regret that they didn’t have a perfect experience.

Resolve Problems Quickly: Take immediate steps to resolve the problem to the guest’s satisfaction. This may involve providing a replacement, offering compensation, or finding an alternative solution.

Learn and Improve: Use guest feedback to identify areas for improvement in your hotel’s operations. Discuss the issue with your team to prevent similar situations in the future.

Follow Up: After resolving the complaint, follow up with the guest to ensure they are now satisfied and ask for any additional feedback. This shows that you genuinely care about their experience.

Overall, perfecting the guest experience at your hotel requires a combination of personalized service, clear communication, customized upselling, efficient online processes, and graceful handling of complaints. By focusing on these five tips, you can create an unforgettable experience that keeps guests returning and recommending your hotel to others. Remember, a happy guest is not only a valuable customer but also a powerful brand ambassador for your hotel.

Duve Guest Management

Duve is an award-winning guest experience platform that gives hospitality establishments the right tools to implement modernized communications, personalized service/upsells, and an overall elevated guest experience. Duve automates repetitive day-to-day tasks, leaving staff to focus on a more important mission—providing guests with an outstanding experience from pre-check-in to post-checkout. Duve helps transform the way guest experience is provided at thousands of hotels and vacation rentals around the world. Read more → https://duve.com.