Guest Delight And a ‘wow’ Feeling In Hotels is what hoteliers need to focus the most on. Numerous platforms and travel market disruptors are affecting the Hotel business these days. The COVID-19 pandemic has made it even more difficult for hotels to attract and retain customers. To stay ahead in this competitive business one needs to work harder on customer satisfaction.
Most people talk about various tips and points to create Guest Delight And a ‘wow’ Feeling In Hotels. But here we are going to understand what can delight a guest in a more global term.
Three most important phases for a Hotel to create guest delight and a ‘wow’ feeling.
The complete process of serving the guests can be divided into three phases.
- Impress hotel guests before their arrival.
- Provide guests with a first-class stay.
- Post-stay interaction with guests.
These are the three most important phases that every hotelier must keep in mind. Let us see all these phases and numerous sub-points included in them in detail.
Impress Hotel Guests before their arrival.
First impression is last impression. Guest have lots and lots of options these days. So even before the arrival and booking, they like to research about the hotel. First and foremost they try to figure how other guests reviewed your hotel. So take the time to respond to reviews. Whether it’s Google, TripAdvisor, or Facebook it all counts. Be present wherever your guest searches you. Have a good social media presence. The search journey of your guests for you may not begin on your website. But it may just make or break their decision to visit or hold an event there. Work on your SEO, post blogs regularly and try to create an attractive experience through your website looks. After the booking, the main process starts. Now is your chance to show that your customer service is exceptional. Get to know your guests. What is the purpose of their visit? Are they planning a business or leisure visit? To create Guest Delight And a ‘wow’ Feeling In Hotels, show guests that you care about them down to every last detail.
Provide Guests with a first-class stay.
Impressing your guests on arrival is crucial. This creates a positive feeling that how great the stay will be. If a guest lets you know they will arrive early, try to ensure early check-in is available (if you can) to avoid having them wait around in the lobby. Your staff plays a big role in the overall guest experience. For some guests, staff interactions can make or break an experience. Train your staff to provide guests with a first-class stay. Offer freebies if you can while the check-in wait and the stay. Supervise all the room services quality and response time for any query. A fast and quality service can generate Guest Delight And a ‘wow’ Feeling In Hotels.
Post-stay Interaction with Guests.
Last but not least a post-stay interaction with the guest is a must. Be in contact within a week of the guest’s departure. Let them know how much you appreciated their stay. Don’t forget to ask guests to leave a review or a post on social media, Google, or any other platform they booked your hotel on. Also to keep guests remember your hotel you can promote with offers or discounts for a future stay or referring your hotel to others.
These are the few most crucial points of a never-ending list of tips you can follow to generate Guest Delight And a ‘wow’ Feeling In Hotels. Stay tuned for more such informative blogs and do visit our hospitality e-learning platform.
