and the review they leave you!
1. Customer Service
Check-in plays a significant role in promoting an enjoyable experience for your guests. An easy process with a warm and welcoming member of the team is a great warm up sure to thaw out travel weary guests.
Signposting any local attractions that may be of interest, as well as asking if they need to book a table for dinner are all endearing interactions that help build connections between guest and staff. This makes it much easier for a guest if they need to speak to the team about any questions they have or any problems they encounter during their stay.
Add to that the fact that smiles are contagious, you are setting your guests up for the next stage of their guest experience!
2. In room facilities
The first places a guest checks once they get to their room are the;
Those of us know that hospitality is a 24-hour experience for guests.
After all, who wants to leave their cosy room at 10 pm for a hot chocolate or decaf coffee?
Investment in luxury hot beverages and hospitality tray snacks add measurable value to guests. An empty coffee and tea tray at check out, or room cleaning shows you just how content your guests are with your complimentary offerings.
Additionally, room décor and amenities are the most photographed and socially on apps such as Instagram and travel review sites. This is where future guests in the research phase of their stay are likely to come across guest images. Will your current tea and coffee trays showcase the wow factor of your rooms, or leave guests feeling underwhelmed and looking elsewhere?
3. Problem solvingEncountering an issue in your own day-to-day often factors into how you feel overall, especially if it goes unresolved. This rings true for hotel guests too, who have surrendered familiarity and overall control during their stay to experience your services.
When an issue arises during a guest stay they look to hospitality staff and management to offer speedy solutions, as they have less control over outcomes in guest stay facilities. All their power and control comes after check out. If they are unhappy with the solutions you offered or didn’t offer this will be reflected in the reviews left. Potentially more damaging could be advising friends, family and anyone else in their social circle to avoid staying with you.
Looking at these issues from a guest’s perspective can offer insight into why minor inconveniences can feel much more significant to guests.
Problems creeping into a paid-for hotel stay can be quite stressful for guests.
They may be limited on time during their downtime for their stay so don’t want long drawn-out solutions.
Valuing and ongoing training for team members, to help offer that friendly and welcoming greeting to guests is a must. But investing in conflict resolution and managing guest problems in an efficient and helpful way is also a great way to guarantee happier guests. No one wants to complain and be greeted with a combative team member.
Invest in Luxury Hospitality tray, tea, coffee and biscuits. Hotel Trays offer great options to add coffee pod machines as part of a welcoming tray, enhancing accessibility for guests to hot drinks 24/7. This means your staff can focus on the bigger picture and offer the perfect customer experience outside the hotel room.
Guest complaints typically centre around room cleanliness, replenishment of tea and coffee and unfriendly staff. Hotel Trays are an easy fix with the right equipment in place, replenishment sections are quick to sanitise and replenish, leaving your cleaning team free to focus on other high traffic touch points. It also leaves the rest of your team free to put on their friendliest smiles and offer a warm hospitality experience without having to manage lots of guest complaints.
Sign up to receive updates, promotions, and sneak peaks of upcoming products. Plus 20% off your next order.
