Consider the following ideas to enhance the hotel guest experience at your property
In a world largely driven by customized technology, today’s consumers don’t just crave personalization, they expect it — and they expect it from their hotel stay, too.
Whether a guest is traveling to your property for an on-site event or just looking for some relaxation time with their furry friend, opportunities for hotel staff to create a memorable experience and improve guest satisfaction through personalization abound. Here are four ideas to enhance the hotel guest experience.
Be Pet-Friendly & Kid-Friendly
Pay attention to who a guest checks in with. Are they traveling with their kids or pets? If so, opportunities to personalize their experience and improve guest satisfaction are plentiful. Keep a container of dog treats at the front desk to make Rover feel just as welcome at your property as his owner. Every time a guest walks their dog past the front desk, offer the dog another treat. Not only will Rover remember this interaction, but the guest will, too.
If a guest is traveling with their family, offer them experiences that allow them to bond as a family while enjoying your property. Have an influx of families traveling during the height of spring break? Consider setting up a projector, renting a popcorn machine, and hosting a movie night in an open space on your property. Looking to personalize the in-room experience for young guests? Leaving a small souvenir such as a stuffed animal or fuzzy blanket in the room is a great way to make even the youngest guests feel at home. Parents need a break? After four days at the pool, consider offering nanny services so the adult guests can enjoy a date night at one of your on-site restaurants without the kids.
Always Offer an Add-On
Driving additional revenue while improving guest satisfaction is a win-win. Notice a guest has ordered a glass of Merlot from room service the last two nights? Ask your staff to recommend your best bottle during their next dining interaction. Did a guest participate in your free on-site yoga class? Consider offering them 10% off a massage at your spa to help them take their relaxation a step further.
Sweat the Small Stuff
As soon as a guest arrives in their room, dedicate a member of the front desk team to place quick check-in calls to ensure the room is to their liking. This is also the perfect time to ask if there’s anything else that can be done. Guests can request any toiletries they might have forgotten, additional towels, or pillows. Guests now have an open line of communication with front desk staff instead of having to place a call for additional towels on their own.
Booking Codes Are Your Friend
Notice a guest is checking in with a specific booking code? Use this opportunity to personalize their stay while upselling to drive a little additional revenue to your property. If a guest is checking in for a wedding, consider having your spa offer IV treatments for wedding guests who may have partied a little too hard the night before. Little touches like small hangover kits left in guests’ rooms keep things light and let them know the hotel is taking the extra step to take care of their well-being.
If a guest is checking in with a conference or trade show code, consider offering them high-speed WiFi. This will make their workday run more smoothly while providing an upsell for the property. Have available space on your property that you can convert to a meeting room? Set up a coffee machine, high-speed WiFi and provide working guests with a work-friendly environment outside of their hotel room or conference show floor.
How to Improve Guest Satisfaction in Hotel Service
Using a staff operations platform is a great way to track guest behaviors and anticipate their needs and wants before they have to ask. Using real-time data, a staff operations hub can monitor who’s ordering what, when. Hotel branded mobile apps and smart-room tablets can then deliver personalized recommendations from your on-site restaurant or spa directly into your guests’ hands.
These are just a few ideas for how to improve the guest experience in a hotel. Interested in learning more ideas to enhance the hotel guest experience, and how hotel technology can help? Request a demo today.
