Being different or unique was never difficult. It is simply about showcasing what you do differently, as compared to your competitor hotels.
This is probably the best time, to give a thought about – how you are currently doing things, whether your guest are reacting positively to your offerings and whether there is something you can do, to UP YOUR GAME !
Here are a few things that every hotel can consider.
PREPARE FOR THEIR ARRIVAL
Guest connections are made far before check – in. Reaching out to your guest before they arrive, is a very good idea. Many times guest may need an airport pick up or sightseeing arrangements. Now, not only are your elevating your guest experience, but also earning revenue for the hotel.
Such is an experience created by Evolve Back Luxury Resorts Coorg, India.
THE GRAND WELCOME
It is interesting to note, that some hotels include a little element of their local culture on arrival. For instance, guest in India will be welcomed with an Aarti and Tikka, while you can expect Dates and Champagne at Luxury hotels in Dubai.
The experience is further enhanced with a hassle free check in and a brief introduction about the hotel facilities.
Welcome goodies go a long way in creating the ultimate WOW factor. A chocolate platter or a box of Macaroons would simply do the trick!
Amenities in the room, luxurious toiletries, and good quality bed linen further help in increasing guest satisfaction levels.
And remember, the bed is the boss of any hotel stay.
WARM & COURTEOUS STAFF
Simple gestures like “Good morning Sir”, “ How are you today Mr. Brown” or “ Did you sleep well Ms. Hilary ? ” go a long way in settling the hospitable tone.
Basic training helps improve the level of service offered to guest, thereby ensuring ever returning guest.
Offering local food at your restaurant is always
a plus, as this helps add to the experience especially for foreign tourist.
Global cuisine offerings ( in addition to local cuisine ) help cater to regular and domestic customers who frequent the restaurant for dinners or get togethers, thereby ensuring that every bit of F&B revenue is earned.
INTERIORS & EXTERIORS
Bright colours, exclusive lounges and masterpiece creations help a hotel stand out. Hoteliers should consider creating spaces that are unique to its hotel. One hotel that boasts such a persona would be Rosas & Xocolate, Mexico.
Such attractive features make you fall in love with a hotel, making you come back for more.
SHOWCASE YOUR OFFERINGS
Your guest will never know until you tell or show. Successful hotels use social media to showcase what guest can do, when at their hotels/resorts.
It may be the Ultimate Radiance Aesthetic Facial at The Peninsula, Hong Kong , a meal at the undersea restaurant at The Conrad, Maldives or that timeless architecture at The Oberoi Udaivilas in India. Travel is all about Experiences today!
Independent hotels may not have the budget to invest in loyalty programmes, however you can simply use your PMS to offer room upgrades, discounts on F&B services or spa deals to regulars and direct bookers.
Simple loyalty programmes help build a bigger base of ever returning guest as compared to complicated programmes.
The best loyalty programmes offer a mix of rewards to choose from:
- One FREE Cappuccino after every five Cappuccino’s ordered by a regular
- Complimentary Early check in or Late check out for direct bookers
- Complimentary mini bar once during your stay when celebrating your birthday or wedding anniversary
These are a few hotel practices that can help elevate guest satisfaction scores 100%, thereby helping your hotel emerge on top of the game, with a huge following of loyal guest.
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The Hotel Experts is a boutique hotel management company with expertise in hotel revenue strategy, outsourced revenue management and turnaround strategies for distressed hotels. Write to us at firstname.lastname@example.org for anything hotels!