Never underestimate the power of good hospitality. In today’s world, the places we visit are often under a microscope. Social influencers can have a lot of impact on consumers’ perceptions of hotels, and a bad experience can be costly for your business.
People want to feel at home during their travels. This doesn’t necessarily just refer to creature comforts. It means travelers like hotels to insert levels of personalization.
Optimizing guest experience can provide many long-term benefits. Here are five ways to help guests feel at home.
Emphasize Your Concierge
Concierge services are a hotel-industry staple. They provide guests with recommendations and services that go beyond the hotel itself. Today, concierge services are more comprehensive than ever. If your hotel is to compete with the top luxury concierge companies, it needs to up its game.
Ensure guests understand the different services available, particularly when it comes to securing entertainment. Many guests are unaware of the value of concierge. Be sure to including concierge information in welcome collateral or on the website to make the most of this service.
Provide a Warmer Welcome
Queuing at the check-in desk is a source of frustration for many travelers. Could you overhaul your check-in process to make it more welcoming? Think of ways to make the customer journey easier. Sometimes, the smallest details make all the difference.
Andaz is a great example of a hotel brand that revamped its check-in process. They use greeters to meet guests at the door then offer refreshments and a seat while waiting to check in. These touches make the journey more pleasant for guests and ensures they get the best experience from the second they walk through the door.
Get to Know Your Guests
Getting to know your guests in advance of their travel can help you optimize their stay. You can learn a lot through a conversation with a guest. A follow-up email after a confirmed booking could help you provide a more personal, tailored experience.
Hospitality technology can be used to offer a tailored experience to your guests. Guests have different needs so take time to figure out exactly what those needs are. This can help make their travel experience feel more exclusive – which could lead to good word-of-mouth and brand loyalty.
Consider long-term perks if you welcome someone that is always on the move or will stay a while. Learn about their interests to make personal recommendations about things to do during their stay. This will improve their overall experience.
Learn Lessons from Around the World
Much can be learned from other hotels. Hotels that go the extra mile to make a lasting impression set a high bar. Providing an exemplary experience doesn’t have to cost money or take a lot of time, but solving a problem for a guest can make a huge difference. It’s these sorts of stories that people want to see on social media, so if you’re not already selling your achievements, then perhaps it’s time you should.
For example, the concierge team at Hotel Le Bristol in Paris helped one young lady realize her ambition of being a member of royalty for the day. Head Concierge Sonia Papet and her team arranged for the little girl to have an extravagant afternoon tea in her suite followed by a tour of Paris in a Cinderella carriage.
Focus on Creating Experiences
While some of the best luxury hotel experiences can come with a hefty price tag, this doesn’t always have to be the case. Making guests feel at home during their stay can involve simple things like bringing in their favorite tea/coffee or providing on-demand services like Netflix.
Conduct research on what your guests want. You can also get travel bloggers and influencers to provide honest feedback about your hotel, and what can be done to make the experience better.
By focusing on selling experiences, rather than selling rooms, your hotel can become a must-visit destination. Consider your current offers and how they can be improved to provide a luxury guest experience.