How can you communicate your hotel's brand values to guests?

1 Know your brand values

Before you can communicate your brand values to your guests, you need to know what they are and how they differentiate you from your competitors. Your brand values should be clear, consistent, and relevant to your target market. They should also align with your vision, mission, and goals as a hotel. You can use tools such as a brand audit, a SWOT analysis, or a brand pyramid to identify and articulate your brand values.

2 Incorporate your brand values into your service delivery

Once you have defined your brand values, you need to integrate them into every aspect of your service delivery, from the moment your guests book their stay until they check out. Your brand values should be reflected in your website, social media, marketing materials, booking process, confirmation emails, welcome messages, check-in, room amenities, staff behavior, food and beverage, activities, feedback, and follow-up. Every touchpoint with your guests should reinforce your brand values and create a consistent and positive brand experience.

4 Showcase your brand values through storytelling

Storytelling is a powerful way to communicate your brand values to your guests, as it engages their emotions, senses, and imagination. You can use storytelling to share your hotel's history, culture, values, achievements, challenges, or social impact. You can also use storytelling to highlight your guests' stories, testimonials, or reviews. You can use different channels and formats to tell your stories, such as videos, podcasts, blogs, newsletters, brochures, or wall art.

5 Solicit and act on feedback

Feedback is an essential tool to measure how well you are communicating your brand values to your guests, and how satisfied they are with your service. You should solicit feedback from your guests at different stages of their stay, such as during check-in, after service encounters, or at check-out. You should also monitor and respond to feedback on online platforms, such as review sites, social media, or email. You should use feedback to identify and address any gaps or issues in your service delivery, and to recognize and reward your staff for their performance.