HOTELIER LIFE

It is said that the latest technology tool will enhance the guest experience. But the best way to enhance the guest experience is to have effective communication with your guests.

From the time a guest makes a reservation for a room booking until the guest checks out from the hotel, there are various engagement processes where you can initiate a conversation. Need to start with pre-stay emails, must check the guest preferences on arrival and have to check occasionally whether the guests are satisfied or not during their stay.

So, we will be discussing this more in detail.

MUST ANTICIPATE GUEST NEEDS BEFORE ARRIVAL

You must be prepared before the guest arrives at the hotel. So need to know what guests might require and desire in advance that would make a world of difference to their experience with you.

There are many young parents who will admire certain amenities and services, like baby cribs and babysitting services. For example, if some family guests arrive with a screaming infant at night, the first thing they require is a baby crib and won’t like to wait for a long to set up a crib. So, need to check the guest requirement in advance to avoid delays in service.

For instance, many business travelers usually spend their time networking during their stay at a hotel and rushing off to meetings. By obtaining the pre-stay details and information about the guest can make life easier. It possibly involves organizing the transportation to their meeting place, booking a restaurant or recommending work-friendly cafes in the nearby area for the guests.

By utilizing hotels specific survey tools can provide pre-stay emails or questionnaires, you might know what the guests need accordingly can offer them a special service Therefore, travel tripper does provide a built-in guest questionnaire which can be used during the booking process, also member profiles which authorize the guests to log in to an account that already saved their numerous preferences. Also, hotels can check this resource to forestall, instead of reacting hurriedly, to all of their guests’ changing needs.

Guests come to the hotel for various reasons and occasions such as annual vacation, meetings, and conferences, to celebrate an important event such as a birthday party, marriage function, wedding anniversary, haldi ceremony, etc. When the guest makes a reservation at your hotel to attend an important meeting or to celebrate a function, so you actually want to ensure that they have a great time in the hotel.

Also, pre-stay questionnaires are able to be used to divulge why a guest do a reservation at your hotel and must understand how to adapt your service duly. At the least, if you know the guests are celebrating a special event then congratulate them on arrival, and must ask them if they require anything extra to make their stay more comfortable and enjoyable.

This type of reservation gives you an opportunity to please and surprise them. You can send a greeting card with balloons in a guest’s room before arrival, offer them t a complimentary bottle of champagne during an evening meal, or you can upgrade their room.

Unanticipated gestures will create an enormous impact on how a guest will feel about your hotel. It all begins with knowing why the guest chose your hotel in the first place.

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MONITOR GUEST SATISFACTION THROUGHOUT THEIR STAY

The easiest way to do as a hotelier is to assume that your guests are having a good time at the hotel, except if you perceive or else. However, occasionally, you won’t know anything was not correct until when you read their discontented Trip Advisor review or you may just miss an opportunity to turn a gruntled guest into one that maunders about their experience with the hotel.

Far from making life rigid, occasionally need to check that the guests are satisfied. Guest satisfaction is a great technique to manage your status and escalate your service. It indicates you’re committed to providing the finest experience. It also ensures that you don’t evade opportunities to assist, which you actively desire.

You don’t want to seem to intrude; however, some timely queries can assist you to get feedback on specified facilities or amenities, or sight of overall satisfaction levels. It might include making a call to the guestroom to check whether they have everything they require. Must check if they had enjoyed a recent sightseeing tour, an evening meal in town, or a spa treatment at the hotel, it also represents crucial engagement points by which we can communicate with guests in a natural, non-invasive way.

By talking with your guests before arrival, during their stay, and after they check out (by digital mode or face-to-face communication), you can assure a positive experience for guests.

ALWAYS LEAVE THEM WITH A SMILE

Everyone says to create a good first impression. But also making a good last impression creates a huge impact, so need to give the same attention.

A psychology heuristics is known as the peak-end rule which usually describes how people are judged based on the peak (or most severe) that are at the end of an activity or stay. Therefore, if the guest is 99% of the time was happy and positive with you, but 1% was not happy and negative, so those last encounters will be defining all of their perceived experience.

Probably, you may end up downfall much of your endurance by turning the check-out into a hurried and impersonal course of action. In addition, make sure that guests leave with a smile which can have an inordinately positive impact.

The easiest way is to acknowledge a guest by their name, must thank them for their custom, need to offer them an airport drop service and give a fond farewell at their departure are easy to do but often forgotten by the front office due to hectic schedule. So, for satisfying guests must go the extra mile, need to double-check the guest’s flight information, and help them by offering information on potential traffic delays and weather conditions that might affect their journey.

So, therefore, the end experience is probably just as crucial as the first experience. Instead of viewing the check-out procedure as a transaction, need to consider it a significant opportunity to leave the guest with a good last impression.

COMMUNICATION IS VITAL

In the hotel industry, technology is frequently portended as a fix-all solution for intensifying the guest experience. Of course, it possesses its place. However, it requires to be treated as a technique to complement, but shouldn’t change good old-fashioned communication.

So need to send pre-stay emails to the guests for building a good relationship and to know their preferences before they arrive. During the stay, a courteous inquiry at appropriate points is a proper way to know if the guests are happy or not, make them feel special and need to find ways to make better their experience if required.

After the guest departs also need to maintain the relationship, so need to be in contact by sending post-stay emails and thanking them for their custom and checking if their requirement were met. Ensure your message is perceived as conversational, and do not be anxious to give it a little personality, you might sound friendlier and authentic as compared to corporate and formal email.

Eventually, communicating with the guests lets you know more enormously. So the needs of the guests are been anticipated and catered in advance and guests will feel more appreciated, also the entire experience is upraised to further level.