“A chain is only as strong as its weakest link.” If guest services is your weakest link, you might want to go back to the drawing board when it comes to your hotel's priorities. At any hotel, whether it’s a chain or a boutique hotel, guest satisfaction should be a top priority. Providing a wonderful guest experience might take some elbow grease and extra effort, but it will be worth it in the long run.
The guest can be one of the best marketing tools that walk in and out of your hotel. If they had a great experience, this could lead to 5-star reviews and potential future bookings. On the other hand, if the experience is not what they expected, this could hurt reputation and prevent potential guests from staying at your hotel. Here are some tips that you can use to provide an amazing guest experience.
1. The Guest Experience Begins On Your Website
As soon as a guest lays eyes on your website, the experience begins. Make sure your website is up-to-speed and up-to-date. The opinion of the guest will have a great impact on the stay. If it takes too long for your images or pages to load, you might have just lost a potential guest. Entice the imagination. Your website should be mobile-friendly and offer stunning visuals. Make sure you are keeping them engaged on your hotel with stunning content. If they are ready to book, make sure your booking button is accessible on all parts of the website.
2. Connect With Your Guests
Just because they are staying at your hotel, doesn’t mean you can’t get to know them. The check-in experience sets the tone for the experience. Address the guest by their name with a smile. Ask them if there’s anything that they need after checking in, or before they head to the room. One of your guests might want some extra pillows or towels in the room. The smallest details and subtleties can cause a huge impact for the guest experience.
3. Respond To Feedback
Online reviews are one of the main sources to understand how your guests feel about your hotel. Responding to a review, whether it is good or bad, shows that you are putting value into the opinion of your guests. It shows initiative and that you are willing to put the extra work in providing excellent guest services. Haven’t received feedback from a recent stay? Sending out surveys will give them the slight push to submit feedback. Receiving feedback can only guide your business to create a better experience for your future guests.
4. Go The Extra Mile
Don’t just offer them luggage assistance, ask them how the trip is going so far. See if they would like to upgrade to a bigger room if they have been having a rough day. Let them know if there are any events happening nearby or ask if they need any special accommodations. Just like any other guest, they want to feel appreciated. Value the guest and they will value your hotel.