Guest experience

Just like any other business sector, the hospitality industry comes with its peculiarities and creating great visitor experiences is one of them. This is the only way you can make guests come back to you again and again and increase your revenue. However, creating only positive experiences is not an easily achievable goal and most hoteliers don’t know where to start. In this article we will show you several worthy strategies that can do that for you.

Engage guests from beginning to end

Every person in need of hotel services goes through a cycle - search for a property, reserve a room, arrive, stay and finally leave. You should engage your guests in every phase of this cycle because the overall guest experience is formed by all the stages combined. For instance, it is a good idea to have a nice website offering a lot of useful content and an easy-to-use booking engine. You can instruct your reception desk staff to remember and address people by their names. Small gestures like a free box of candies also mean a lot. Subsequently, you may want to create a guest loyalty program, which then to introduce to leaving visitors.

Never underestimate technology

Digital devices have become an integral part of our lives and this is true for guests as well. They expect to see technology-based amenities at your property so do not disappoint them. Having fast and free Wi-Fi is mandatory nowadays. You can also ease your customers by providing them with a mobile property application allowing them to check-in and check-out by themselves. With electromobiles becoming more and more common, installing an electric vehicle charging station would be a really nice surprise to all guests with electric cars. This way you will also attract the attention of the local community and get more publicity for your property.

Create an emotional connection

People always like it when someone is nice to them. Instead of having a routine attitude towards guests, your employees should be cordial. This is easy. All it takes is the use of several phrases such as “Welcome”, “Thank you”, “It’s my pleasure…”, “I am happy to…”, etc. It goes without saying a smile and positive body language will be the needed finishing touch to make guests feel really accepted.

Know your guest history

Once a guest leaves you may save all the already collected data for later use. Depending on the information you consider important, it can be the number of visits, whether this is a first time guest, their preferences such as a floor number, favourite newspaper, type of coffee, etc. Next time this guest comes, you will be able to pull this information immediately and offer personalized services, which will not be forgotten.

Create policies and stick to them

Ever since you opened your property, you have striven to create a positive image. Why lose it with inconsistent actions? Instead, you can rely on a number of policies to reflect and enhance the wanted image. Central to this strategy will be to ensure comprehensive training to your employees to help them offer services of impeccable quality and continue building on your property’s reputation.

No matter how many guest loyalty programs you have, it is the overall experience that matters in the end. This is the element carrying the greatest potential to bring a client back and increase your hotel revenue. So your main mission is to create positive feelings in all your guests at all times. At first, this may seem hard, but it is not. All you need to do is to follow the time-tested truth that the devil is in the details and concentrate on the little things to guarantee the desired positive outcome.


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About Clock Software

Clock Software is a global provider of cloud-based property management systems (PMS), integrated online distribution, online & kiosk hotel self check-in solutions and mobile & in-room guest engagement systems with customers in more than 65 countries.