Really creating a long-lasting impression for each of your guests that enter your property is something that isn’t done overnight. Having the staff that is personal, attentive and cheerfulness are attributes that can’t be taught easily. It takes hard work and has to come from within the individual to carry your ideas to become a reality. There are things that we can do as hospitality professionals that may cause several concerns because of the financial impact of your decisions. Rebating a room night might be the worst thing that can happen but there are occasions that this may seem necessary to do. We have to create that lasting and memorable experience that will keep your guests wanting to come back. A type of traveler that we need to focus our attention to would be the ones that go from hotel to hotel the most often.
Road warriors have one of the toughest jobs in the world. Having to travel so much can take a toll on your personal life as well. Living out of a suitcase is something that many people do not prefer to do. Having pillow selections are important, with offerings ranging from feathery soft to stiff as a board. We should remember a guests’ preferences so their rooms are properly stocked during the next stay so they feel very special. Allowing them to view a complimentary movie while they are staying at your property for several days is very nominal and can make your patron feel like you are making that extra step to have them be more comfortable. It’s also a good idea to do a follow-up call after guests check-in and enter their rooms to ensure everything meets their needs. Providing early morning breakfast options that are quick and easy make it very convenient when people are trying to save time at that period of the day.Make made-to-order meals to meet all dietary desires that are not only healthy but take care of situations like allergies as well.
The leisure guest is also an important clientage to try to impress whenever an opportunity arises. Providing an up-to-date selection of magazines to borrow can enhance their experience from them having to purchase one at a nearby store or gift shop. Give the guest a list of staff favorites for local restaurants and events that may be having at that time. Make available a list of the top 10 things locals do and love. This will help them plan their day and they will feel like they are part of the community. Having things like wine tastings or in-house events that advertise a certain product. Hypoallergenic pillows and comforters are a common thing to ask for lately. It maybe a costly option if you have to purchase it for every room but it makes sense to have a couple stored in case someone asks for it.
It’s also critical to keep everyone’s safety a top priority. This can create a sense of ease and security when people are coming to your hotel property. Provide complimentary valet parking for your guests coming either late at night or in bad weather. Let the guest know about call ahead service for late-night arrivals to request an escort from the parking lot to hotel. This may seem like something that won’t make an impact but it will. Ensure there are night lights in bathrooms. Guests have often asked if they are dimmers in the room or if they can click a button to adjust the brightness in their room. By having this option available will save you energy and help your customer get the sleep that they deserve.
Going that extra mile for each of your guests has so many advantages. You don’t have to spend a ton of money to turn this into a reality. Hotel managers need to focus on getting there employees to a point where they feel they can make that difference by doing the little things. Give that glowing smile, say hello or how are you and by making eye contact are easy steps in making that connection with your guest that much more simpler. The ways that were mentioned earlier are things that we need to stay up on and utilize on a day-to-day basis.
Hotels, Hotels, Hotels... 