As the hospitality industry continues to evolve, so do the expectations of guests. With such a competitive landscape, it is more important than ever for hoteliers to go above and beyond to ensure their guests have a memorable experience.
There are a few key areas where hoteliers can focus their efforts in order to maximise revenue and engagement along the entire guest journey.
1. Pre-arrival: First impressions matter, so make sure your property’s website and online booking platform are up-to-date and user-friendly. Provide potential guests with all the information they need to know about your property, including rates, room options, amenities, and nearby attractions.
2. Arrival: Greet your guests with a warm welcome and ensure that check-in is quick and easy. Enabling contactless check in would be an added advantage. Also provide them with a map of the property and nearby area, as well as any other helpful information they may need during their stay.
3. During their stay: Make sure your guests have everything they need to enjoy their stay, including clean towels, toiletries, and plenty of pillows. If they have any questions or concerns, be sure to address them in a timely manner. You can also enhance their staying experience by providing them a contactless guest experience for anything they need from check-in to check-out.
4. Departure: Thank your guests for their custom and invite them to return. You could Offer a discount on their next stay or a complimentary amenity as a thank-you for choosing your property. Loyalty programs or other incentive-based programs to encourage guests to keep coming back.
5. Make it easy for guests to book their next stay with you by providing a booking link on your post-stay survey or in your follow-up email communications.
By focusing on these key areas, hoteliers can ensure that their guests have a positive experience from start to finish. By providing excellent service and attention to detail, you’ll create loyal customers who will continue to choose your property for their future travel needs.
Adapt to Changing Guest Behaviours
Change is the only constant in today’s hospitality landscape – and that includes guest behaviour. In order to keep up with the times, it’s important for hoteliers to stay ahead of the curve and adapt their strategies to changing guest behaviors.One of the biggest shifts we’ve seen in recent years is the move away from traditional travel booking channels like travel agents and online travel portals. Instead, guests are increasingly using social media to research and book their trips. Having a strong social media presence is therefore a must! Additionally, working with influencers who can showcase the property would be a good way to expand the hotel’s popularity.
Conclusion: Tap into Tech to Meet Goals
While there’s no question that you need to focus on the guest experience, how you go about it may be different than in the past. With new technology, there are now more opportunities than ever to use data and feedback to improve the guest journey.
Consider using an AI enabled Guest Experience Platform to track and manage your guests’ interactions with your hotel. This can help you identify any areas where you may need to make improvements. Additionally, CRM systems can automate some of the tasks associated with managing guest relationships, freeing up your staff to provide better customer service.
In today’s competitive marketplace, it’s more important than ever to focus on the guest experience. By using technology to your advantage, you can make sure that your hotel is providing the best possible experience for guests at every stage of their journey.
