Tips For Creating Memorable Guest Experiences
As a hotelier, our main goal is to make a memorable guest experience because if we achieve that, the guest will leave the property happy, and by doing so he will write positive feedback on social media, recommend it to his friends and he will return, which means more guests and more revenue. Making a guest’s experience memorable is not only about providing excellent service but also about creating positive emotions and lasting memories.
The hospitality industry is very competitive and hotels often offer very similar services and amenities. Creating a memorable guest experience helps a hotel stand out from the competition. When guests have a unique and positive experience, it sets the hotel apart and makes it more likely that they will choose it over other options.
Anyhow, we all know the benefits of making a memorable guest experience so now let’s talk more about how to make that possible with all the tips for exceptional Hospitality:
7 Tips For Creating Memorable Guest Experiences
1. Warm Smile And Personalized Greetings
Having a warm smile is one of the most important things in the hotel industry. The first impression is often made within the first few seconds of interaction so a warm and genuine smile from hotel staff can create a positive initial impression, making guests feel welcome and valued. A warm welcome is as well a universal symbol of friendliness and approachability because It sets the tone for excellent guest service and helps to create a positive rapport between the hotel staff and guests. Keep in mind that guests staying at hotels are often in unfamiliar environments so a friendly smile from hotel staff can help ease any discomfort or anxiety, making guests feel more at home and comfortable during their stay.
Personalized greetings are as well very important in making memorable guest experiences. Imagine if you are a guest and go in their restaurant having your breakfast and you are greeted by the hostess: Good Morning Mr. Your Name, how was your sleep last night? It will make you feel good and important right? Personalized greetings show that the staff is attentive to individual guests and their needs. This attention to detail contributes to overall customer satisfaction. When guests feel acknowledged and welcomed, they are more likely to have a positive perception of their experience.
A smile and a personalized greeting help build a personal connection between staff and guests. This connection can make guests feel more comfortable approaching staff with questions, concerns, or special requests, leading to a smoother and more enjoyable stay. Encouraging staff to provide great smiles and personalized greetings not only benefits guests but also has a positive impact on the morale of the hotel staff. When staff members see the positive reactions of guests, it can boost their job satisfaction and motivation.
2. Creating a Welcoming Environment
Apart from the warm smile and greetings of the staff the layout and décor of the establishment makes a difference in welcoming the guests. As soon the guest arrives in the hotel lobby, the appearance of the hotel is the first thing guests will notice. A well-designed and aesthetically pleasing exterior and lobby create a positive first impression, setting the tone for the entire stay. A thoughtfully designed interior contributes to a sense of comfort and relaxation. Comfortable furnishings, inviting colors, and well-chosen décor elements can make guests feel at ease, especially after a long journey.
The design of rooms or suites can contribute to a sense of personalization for guests. Customized details, such as unique artwork, personalized amenities, or room layouts tailored to guest preferences, can enhance the overall experience. The design should also prioritize the safety and security of guests. This includes well-lit public spaces, secure entry points, and clear emergency exit routes. A sense of safety contributes to guests’ overall well-being.
3. Knowing The Guest
Knowing the guest’s profile and his preferences is very important in making him a positive experience. Understanding a guest’s preferences allows you to adapt your services to meet their specific needs. Whether it’s room amenities, food and beverage options, or recreational activities, it helps the overall experience and makes guests feel special. Knowing guest preferences helps the staff to engage with guests more effectively.
By anticipating their needs and providing relevant recommendations, staff can create a more interactive and engaging experience, fostering a positive relationship between the hotel and its guests. In case you don’t have a database for all the guest preferences and details make sure you add one as it will solve a lot of issues on their next visit.
4. Attention to Details
As mentioned above, guests appreciate when their preferences and needs are acknowledged and served to. Attention to detail allows hotel staff to personalize the guest experience, from room amenities to special requests, creating a sense of being valued and understood. Small details, such as a personalized welcome note, fresh flowers, or well-designed room layouts, contribute to positive first impressions. These details can set the tone for the entire stay, making guests feel welcomed and cared for.
Meeting or exceeding guest expectations in every aspect of their stay contributes to overall satisfaction. When guests feel that the hotel has taken the time and effort to consider every detail, they are more likely to leave with a positive impression and return for future visits. Attention to detail is also closely connected to the reputation of the hotel. A reputation for excellence in service and meticulous attention to the guest experience can lead to positive reviews and repeat business.
Apart from attention to detail on the service side, do not forget other sides. We need to be attentive to elements like the lighting of the restaurant/lobby, music, and scent to set the right mood. For example, dimming the lights and playing soft or soothing music in the evening can create a cozy and relaxing ambiance. Making sure the ambiance is clean as well as a clean and well-kept environment is a fundamental aspect of guest satisfaction and contributes significantly to the overall guest experience.
5. Empower Your Staff
When staff feel empowered and are given the authority to make decisions, it can have several positive effects on both the staff and the guests. Empowered staff can address guest issues promptly without needing to wait for approval from the supervisor or the manager. This leads to quicker problem resolution and a more satisfying experience for the guest. Let’s say for example you are a waiter working in a restaurant and the guest complaints that his stake wasn’t cooked properly as he ordered. You should be empowered to make it right without your manager permission’s, either to order another one if the guest can wait and offer a glass of wine on the house while he waits for his steak or any other logical solution that you feel is the right decision.
When employees have the authority to make decisions that improve the guest experience, it often results in increased guest satisfaction. This empowerment enables staff to go above and beyond to meet guest needs and expectations. Empowering staff encourages a sense of trust and responsibility. When staff know that their contributions are valued and that they can make a positive impact on guest experiences, it boosts morale and job satisfaction.
6. Resolving Guest Complaints And Make It Right
Any hotelier regardless of the property he works, the quality, the service or how luxurious the property is, a sure thing is that we always have guest complaints. No matter how great our service is we will always face an issue or complaint which is normal in the hotel industry. What makes the difference is how we deal with it and how we resolve it.
Handling and resolving guest complaints in hotels is a very important aspect of providing excellent customer service. When promptly addressing and resolving guest complaints contributes to overall customer satisfaction as effective complaint resolution builds trust and loyalty among guests. Another important factor is that guests who have their issues resolved to their satisfaction are more likely to become repeat guests, fostering long-term relationships with the hotel.
Guests remember how well a hotel handled a problem, often more than the issue itself. A positive resolution can turn a negative experience into a positive memory. Guest complaints are also important as they can highlight areas for improvement within the hotel by addressing the issues, hotels can implement changes to enhance their services and prevent similar problems in the future.
7. Keep In Touch – Get Feedback
Another tip for creating a memorable guest experience is keeping in touch with the guests after their stay. Have a system in your hotel that after the guest checks out, you send them a survey or a review form where they share their feedback of their stay. Ask them about the room, their breakfast and overall experience. Following up with guests allows hotels to gather valuable feedback about their stay. This information can highlight areas of strength and areas that may need improvement. Understanding the guest experience helps the hotel make necessary adjustments to enhance overall satisfaction.
If guests encounter any problems during their stay, reaching out afterward gives the hotel a chance to address and resolve issues promptly. This proactive approach can turn a potentially negative experience into a positive one and demonstrate the hotel’s commitment to guest satisfaction.
Keeping in touch with guests after their check-out is important in hotels as it contributes to building long-term relationships, creating loyalty, and enhancing the overall guest experience. When guests feel that the hotel values their feedback and cares about their experience beyond their stay, they are more likely to choose the same hotel for future visits.
Hopefully the tips we mentioned above are helpful for you need and don’t forget to put at practice at your everyday job if you really want to create memorable guest experiences.
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Great tips for great hospitality