Customer satisfaction is a top priority for any business, but for those in the hospitality industry it’s the entire purpose. Most hoteliers do what they do because they are passionate about making every guest’s stay special. And what makes anyone feel special? Simply feeling valued. From a warm greeting to a good cup of coffee, the smallest things can make a big difference to your guests, elevating an average stay to a memorable experience that will help earn their loyalty.
We all get busy and distracted from the main goal from time to time, so read on to make sure you are doing these small things all lodging operators should be doing to make a lasting impression on guests.
Remember Your Manners
In a world of chatbots and mobile check-in, good “old-fashioned” hospitality is still so important. All staff should be encouraged to be courteous hosts, getting the door for guests and helping with their bags, greeting guests with a genuine smile at every interaction, and using guests’ names whenever possible. Such courtesies are expected at luxury hotels, but should be a part of the service at any property—after all, what is hospitality without good manners?
Get to Know Your Guests
Being a good listener is an important skill for getting to know someone in any relationship. Hospitality professionals especially tend to have very well-trained ears for garnering information during interactions with guests that will help them personalize service. Pay attention to your guests’ preferences when it comes to menu items, amenities, activities, room preferences, etc., and special dates like birthdays and anniversaries, then record relevant data in guest profiles to help staff tailor guests’ stays and anticipate their needs.
Show Appreciation
Showing your customers in a tangible way that you appreciate them—for example, with a little gift or note—is always well received. Such small tokens of appreciation surprise and delight guests and make them feel extra special.
Even a simple, personalized note left in the guest’s room, welcoming them to the property upon their arrival, is a thoughtful touch that will make them feel appreciated and invite them to reach out should they need anything. If finances allow for including a small welcome gift as well, even better! From locally made chocolates, or vouchers for a couple of free drinks at the bar, to small souvenirs, welcome gifts don’t have to cost much—but to be extra memorable, try to choose them to reflect the personality of your property. Gifts for returning customers can even be tailored especially for them, based on profile data.
Offer Free Amenities That Matter
According to various surveys, free WiFi is considered one of the most important amenities to travelers when choosing accommodation. And lots of travelers get excited about free breakfast. We all love to get freebies, but only if they are of value to us. For example, if you choose to offer free WiFi (and you really should), make sure it’s good and fast. Slow, unreliable internet access will only frustrate guests and result in negative reviews, even if it’s complimentary.
When it comes to choosing amenities to offer your guests for free, pick those that are popular at your property to ensure they add value to the guest experience. In addition to WiFi, in-room tea and coffee should always be included, and filtered water is always appreciated (think about using a dispenser or refrigerated pitcher, not plastic bottles). Free use of cellphone chargers and universal adapters is another convenient amenity that will save the day for many guests.
If you’re worried about the financial implications of offering certain amenities for free, consider slightly increasing room prices; it’s better to raise rates by a few dollars than charge for staple amenities. And make sure to promote free amenities on your website.
Be Inclusive
Traveling can be stressful at times for anyone, but especially for travelers with disabilities and specific needs, from alternative dietary options to amenities for young children. Even small efforts to be inclusive can make a really big difference to some of your guests.
Providing simple gluten-free and vegan options at the breakfast bar and on menus, and adding ingredient lists and allergen warnings to menu options will be much appreciated by guests with food allergies and intolerances. Travelers with young children will always be grateful for diaper-changing facilities, use of playpens and highchairs, kids’ activity packs, and family-friendly local recommendations. Thinking about the placement of furniture and amenities so that people using wheelchairs and walking aids have space to move around easily and being ready with local recommendations that are wheelchair accessible, will make the traveling experience much easier and more enjoyable for guests with mobility issues.
Share Your Local Expertise
A quick online search will show your guests the main attractions in town, but what really makes a stay special are the authentic local experiences they won’t find in the travel guides. Let your guests know about the local gems in your neighborhood, and tips for enjoying main attractions as the locals do, like best times to visit, cheapest tickets, best places to park, best places to eat, etc. It’s the pleasantly unexpected local experiences that make for a truly memorable trip.
Share your local expertise in person, on your website/app, and within in-room information as well.
Be Responsive and Available
Finally, make sure you deal with complaints and requests immediately and diplomatically. Even the most seemingly petty complaint can make a big difference to a guest’s experience. Addressing and resolving complaints and requests quickly shows guests you care and makes them feel valued. Your property management system should help you keep track of guest requests, and free up your staff’s time to be available for guests.
Showing your guests they matter doesn’t require a big budget, just some good old-fashioned hospitality. Even simple efforts to make guests feel welcome can help create a memorable experience that will bring them back for more.
