As hoteliers, you might be privy to the fact that the yardstick of the hospitality sector is to meet and surpass your guests' expectations. The difficulty is that hoteliers continuously compete for the best guest experience, boosting customer expectations with each new feature that becomes a standard.
It is an excellent idea to regularly analyze and enhance the guest experience to ensure that you are surpassing their expectations. You may start by looking at your hotel's ratings for inspiration, but you might find a slew of suggestions to redecorate the lobby, redecorate the guestrooms, and replace the plumbing. In short, there are no quick fixes.
Despite popular belief, making improvements to dramatically improve the value of your clients' stay does not have to be time-consuming or expensive. Here are some simple ways to deliver on the hotel visitor experience.
1. Make your guests feel cared for
A detailed pre-arrival communication to all visitors can make the check-in and arrival process go smoothly. Not all of your guests will read the email in advance, but those who frequently ask questions will. For a more personalized experience, consider tailoring the pre-arrival email to different sorts of guests or different seasons of the year. For example, repeat visitors will be more interested in what's new and will not want to get the same email every time they stay with you.
2. Get the onboarding and communication process more accessible.
The way you implement this suggestion is determined by your customer and the size of your hotel. If you have an older, more conventional customer base, they may prefer to contact reception via the hotel's phone system. Your customers will always be impressed if communication is as simple as feasible.
3. Track your guests' preferences
Is your visitor gluten intolerant or has a favorite room? Before their arrival, send an email to the guest asking if they have any particular needs or allergies. Using an app, you can obtain these essential facts using technology from a box-ticking survey or a question-and-answer box while completing the reservation. In addition, there's a handy 'notes' section in Mews Commander where your front desk personnel or any user can write anything specific about the reservation.
4. Let them have the leverage to choose a housekeeping service.
Allow guests to decline to housekeep and compensate them for doing so.
When it comes to travel, more and more guests are becoming environmentally conscious. Many people discard the belief that sheets and towels must be changed every day, which is good for the environment and saves money on laundry.
Please leave a note in the room informing guests of their choices. Some hotels, for example, give a tiny bag that customers can put on the door, and instead of changing their towels and bedding, housekeeping will leave a small present inside. You may even provide a free drink from the minibar, a free slice of pizza, or a free beer from your bar/restaurant.
5. Commemorate the special days
Are your visitors celebrating a special occasion with you, such as an anniversary or birthday, and would you like the event to be recognized? If they are, guests will usually inform you ahead of their arrival; they are frequently looking for a freebie. It is always reasonable to ask whether it will be a special celebration during their presence — you may do so in advance in the guest's booking confirmation email.
Keep in mind that you may need to outsource certain items to a caterer depending on your in-house skills. For example, we propose giving one or two of the items rather than all of them; there is such a thing as going overboard. For example, a handwritten card from the front desk should be included with the gift, wishing the guest well from your staff.
6. Provide free- speedy Wi-Fi
If technical limits or the size of your property prevent you from providing free Wi-Fi in every room or hotel area, make it as simple as possible for your guests to connect to the Wi-Fi that is accessible. For example, commands on connecting to the Wi-Fi could be printed on each room key, included in the welcome book, or posted on a bulletin board in the lobby. Ensure guests about the Wi-Fi situation when they arrive, so they don't have to inquire. All will much appreciate the opportunity to connect.
So, here is the list of 6 quick tips to deliver on guest expectations. First, we provide what you need, when you need it, at La Quinta Inn & Suites, so you can focus on what matters the most. Visit us to see the extensive comfort in Channelview so that you don't miss out on absolute comfort!