Places of stay, it turns out, aren’t
always defined by what you see in the way of sightseeing and tourist
attractions. Sometimes, a hotel is best remembered by where you lay your head
while resting to sleep. I’ve always liked to look at it as though I’m off on a
trip to stay in a new home somewhere. I don’t own it, but does it matter,
really?
Just the other day, I was thinking
about some very memorable hotel customer service moments and got reminded of
TicketGoose. I don’t usually travel for work, and so I don’t have as many
anchors stays as a true road warrior. But, given the increased amount of travel
that I had to undertake, I’ve been to a few. I am typically a pretty
low-maintenance hotel guest. I don’t need much housekeeping, and in fact,
we typically keep the do not disturb sign on throughout our stay. But
looking back, I thought I’d share some great customer service examples from
different hotel stays over the years.
Your customers,
mind you, are the main focus of your hospitality business, at all times. To
succeed, you need happy and delighted customers who will refer your hotel to
their friends and acquaintances. Customer reviews play a deciding role when
travelers book a hotel or taxi ride. It is but natural, that you need to have
the basics in place, such as clean and hygienic facilities and friendly staff
to boot. But, how do you get your hotel’s customer service personnel to stand
out and make your hotel guests
come back for more rests with your innovative initiatives! Memorable
experiences depend on relevance, culture, and personalization, of course. To
create such an experience, you need to know what your customer wants before he
or she even asks for it.
Most business owners tend to
think they know their customers. Boy, how wrong could they be! For instance,
when was the last time you as a hotelier spoke with your customers and guests
about how you can improve your services to their satisfaction?
I once ordered some desserts from
room service – gooey chocolate brownies, sticky toffee pudding, and warm apple
crumbles; all of which were simply out of the world. The room service personnel
assigned to me had asked me beforehand, how I preferred my desserts to be and
its accompaniments! That’s the wow experience I’m talking about! The hotel
decor was no doubt beautiful, especially at the winter garden area and mind you
the check-in process was a breeze through and very guest-friendly. Commendable
and recommendable!
The key to figuring out how to extend
a memorable experience is to engage with your customers. Customer demands shift
from time to time, so make sure to do it on a continuous basis. Ask them what
they expect of their stay or what they thought of it and why they picked your
hotel in the first place. Your staff is obviously going to play a key role to
deliver exceptional hospitality because they interact with guests on a
day-to-day basis. Educating them to give proper service is essential. Knowledge
of local bus routes goes a long way too. In general, customers always value a
personal touch. Make personalization a key part of how your staff interacts
with the esteemed guests. And, to ensure that customers get the best service
they need when they ask for it, you must give your staff the freedom and
responsibility to help them without hindrance. People often underestimate the
power of a good customer service experience. Something as straight as a smile
can indeed go a long way to brighten up someone’s day and suddenly change their
entire perspective on a place or the hotel’s environment.
For example, in settings where the weather
allows for the fireplace to be going, it does create a wonderful ambiance for
the occupants. Guests who check-in and enter the room, find themselves walking
into a stunningly gorgeous fire that’s already lit and inviting with its warmth
and glow. They’ll immediately feel-at-home, comfortably snug, and of course,
find it welcoming! The little extra touches make all the difference in the
world when they are all added together to entwine the guest for a salubrious
stay. Guests also want to experience the luxury that they can’t replicate at
home because of their busy schedules, hectic professional lives, and a lack of
trained cleaning staff at hand.
While we must have the hunger to whip
up the best cuisine, the appetite for vegetarianism and veganism is only
turning commonplace across the country and worldwide too. And yet, many
restaurants and hotels are still to offer a varied vegetarian or vegan menu for
the well-traveled. In fact, some venues just stuck on offering side dishes or
nothing at all. If a hotel or restaurant wants to avoid such disservice, they
need to create a good enough menu with options to mix and match that are of
course vegetarian or can be offered with vegan alternatives. When a hotel makes
a guest’s stay memorable, they not only make their guests happy, but they also
engender a loyal customer base who will not only come back again but also refer
others, thereby further improving a hotel’s business.
Just keep in mind, among other things
that your hotel customer service needs to be relevant for your guests and their
tastes. Test out different alternatives to figure out what satisfies guests the
most and make the most of their happiness! Last but not least, keep up a
dialogue with guests to understand what they want, and you’re one more step
closer to creating a really memorable experience! Here’s a checklist that you
can follow for the little things that win the heart:
1. Ensure there’s tea,
coffee and water in rooms with the minibar.
2. Place a small
welcome gift on the table.
3. Create a handout on
information packages on surrounding areas.
4. Keep a small treat
for kids when families arrive.
5. Always leave a
“Thank You” note on their first and last day (do personalize by using their
names).
6. Try leaving a small
treat after cleaning the room every time.
7. Always cater to
your guests’ individual needs. For example, if they go hiking, leave some water
bottles and small snacks in their rooms.
8. Keep a library of
books.
9. Allow early and
late check-ins, more so, if you have business travelers.
So, the next time
you have a hotel stay cab ride or bus journey coming up, don’t allow it to take
your trip. Instead, wear your best face and gear up for a pleasant experience!
Book your travel tickets and hotels at TicketGoose.com for
exciting offers. We are committed to taking you places for a beyond the journey
experience so, download the app here
Enjoy your stay, folks!
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