- Know your guests – Meet them at their level. One of the best ways to establish customer loyalty is by establishing a personal relationship with your customers. Find out what they appreciate, what they look for in their stay, and get to know them. Do they have children? What hobbies do they enjoy? What food and drink do they like? Being hospitable is always appreciated, but making the experience more personal leaves a lasting impression. You can do this easily through questionnaires and feedback that guests have submitted before their stay or from a previous stay.
- Don’t wait until your guests arrive – Let the guest know that you are preparing for their arrival. Whether that is having a bottle of champagne waiting in their room or making sure there is a limited wait time to check-in, ensure they know you are ready for their visit. Be prepared, know what your guest has requested and what they expect in their stay.
- Care for your employees as you care for your guests – You know what they say, “the best employees have the best employer”. The hospitality industry can often be filled with very strenuous conditions- especially in the age of Covid-19. With staffing shortages and so many dealing with the stresses of the times, our employees often do not feel they are appreciated by guests. Expressing gratitude and thanks to employees when they go the extra mile, work a long shift, or even just sticking around through all of the chaos that can sometimes ensue, can go a long way. Make sure that your employees are cared for in order for them to take care of your guests.
- Technology – Utilize what technology offers the hospitality industry. Virtual check-in, ordering, and more can allow for shorter wait times and provide a sense of luxury for the guest. But when utilizing technology, make sure you are still fostering a personal connection with the guest.
- Connection over perfection – The difference between a great hotel and the best hotel is not how great the accommodations are. It’s the service that comes along with these accommodations. Most importantly, it’s how staff reacts when something does not go as planned. How does your company handle imperfection? What level of hospitality do you and your employees express? How is the guest treated? Acknowledge the flaw but learn from it and work to correct it. Next time, go the extra mile and work with the guest to feel appreciated and heard. Hospitality is all about the connection between people. This is the goal. Things will not always be perfect, but connections and relationships with guests should be.
