Creative Practices To Improve Guest Engagement.
Excellent guest service is the most important job in any business! It’s the hotel’s personality and the reason guests return. Without guests, there is no hotel industry. Hotels should be synonymous with good guest service. Reaching the next level of hospitality is only possible by serving the guest at the right time. Finally, word of mouth increases sales.
The guest is the backbone, heart and soul of the hospitality industry, around which the entire hospitality industry revolves. Today’s guests, including millionaires, demand customer service that feels authentic and unencrypted. People love personalization.
Know your guests, their names and previous conversations. Take notes so the guest is overwhelmed by your gestures. From this perspective, a hotel needs to hire staff and give guests the attention and the experience they desire.
Here are a few creative ways to enhance the guest experience and engagement.
1. Guests Crave Recognition.
Hotels and restaurants need to make guests feel valued when they arrive, noticed when they’re at your property, missed when they leave, and welcomed the next time they come. You should make them feel important.
2. Go Out Of Your Way
Use technology to improve customer experience with the brand. For example, the facial recognition system guarantees instant recognition. Imagine the guest enters through the main entrance and when they arrive at the reception, the system displays their name and other relevant details, making them instantly recognizable, which is priceless!
Dealing with medical emergencies and how the hotel once went to great lengths to locate lost luggage at the airport/train station. Also, be smart with babies when babysitting services are needed. Get creative with the hotel’s Lost and Found pillars. For example: if a diamond ring or toy is lost, instead of just making sure it is found, pin it on the bulletin board and help the customer as best you can.
3. Preparing ThankYou Notes
When the guest is about to leave, you can give them a thank you note or a handwritten thank you note for of staying at the hotel. Maybe even a small souvenir to fondly remember their stay.
4. Pushing Your Staff
Wealthy hotels and restaurants train their staff to proactively solve guest issues without having to wait for management approval. Being allowed to be creative and spend money on behalf of clients is a coup in the hospitality industry as it involves empowering employees.
5. Having The Right Team
Hotels need to hire the right people: employees with special traits or qualities i.e. empathy, warmth, good communication skills, conscientiousness, etc. Hotels are looking for a person who always makes people happy and they don’t find it a task.
