What are some unique ways to surprise guests in the hospitality industry?

I think creating memorable moments go a long way. Keeping detailed notes/records about guest preferences, things they like. Something as small as getting a robe/slipper size in the room or spa goes a really long way. When I think back to lovely moments that created an unforgettable experience, it was moments of consideration. I once arrived very late to a hotel, as soon as I arrived I asked if the kitchen was open and they said no. By the time I got back to my room, I was met with a handwritten note welcoming me, juices, water and a little snack spread. Guests really remember the small things, its the essence of hospitality and being hospitable.

Personalized Greetings: Welcome guests with a customized experience, incorporating their name, preferences, and interests. Efficient CRM Use: Utilize a CRM system to store and access guest information, streamlining the personalization process. Tailored Messages: Leverage CRM data to customize welcome messages, room amenities, and activity recommendations for each guest. Memorable Experience: Enhance the guest experience with a personalized touch, making their stay unique and enjoyable.

Some unique ways to surprise guests in the hospitality industry include personalized welcome amenities tailored to their preferences, unexpected room upgrades or special accommodations, and curated experiences or events that go beyond typical offerings. Implementing surprise elements like handwritten notes, thoughtful gestures, or local artisanal gifts can create memorable moments that exceed guest expectations. Leveraging technology for personalized interactions and anticipating individual needs can further enhance the surprise and delight factor, fostering a positive and unforgettable guest experience.

Personalized touches, such as tailored welcome messages and custom amenities, showcase a genuine commitment to guest satisfaction. Implementing random acts of kindness, such as complimentary treats or upgrades, creates moments that exceed expectations and leave a lasting positive impression. Immersive local experiences, themed events, and celebrating special occasions with surprise treats contribute to memorable stays. Integrating technology in a creative manner, such as augmented reality apps or smart room controls, enhances the overall guest experience. Handwritten notes expressing gratitude and surprise room decorations for special occasions add a personal touch, fostering a connection with guests.

I think its always really special to provide a small amenity for celebrations if mentioned ahead of time. Its a nice touch and keeps them coming back.

Room upgrades are key in getting good scores and better feedback from guests. I have found that upgrading our members to suites has been a good benefit for our scores. At one of my hotels, scores was a main area we were working on for needed improvement. We started giving upgrades during our slower season when we had the suites available and we found that guests were commenting about these in their reviews. The upgrades really enhanced the guest experience and made a positive difference in our scores and reviews.

Keep the surprises rolling by offering unexpected upgrades or perks that kick their stay up a notch. Imagine the delight of a room upgrade, a free breakfast, or even access to a VIP lounge. It's the little things that make guests feel like VIPs. Just keep it genuine—offer upgrades selectively, based on availability, guest behavior, and feedback. No one likes surprises that feel too salesy! ??

Creating a memorable experience for guests is paramount as it leaves a lasting impression, potentially leading to favorable recommendations and return visits. Implementing small, thoughtful gestures such as attending to guest preferences and surprising them on special occasions can significantly enhance their satisfaction without incurring substantial costs. These initiatives aim to evoke delight and foster positive word-of-mouth, reinforcing the commitment to delivering exceptional hospitality.

Wow moments can really increase guest loyalty and the little things do matter to certain guests. It’s important to work with housekeeping to bring some of these moments to life. Consider the guest sleeps on the left side and hskp will turn down the left side by being observant. Same with items in the room. How do they like their coffee? You see they like sprite or they have packs of gummy bears. These can all be recorded in the guest profile to make the current and future stays more memorable. This is a way to create wow moments by working together.

Creating ‘WOW’moments doesn’t necessarily involve you spending exorbitant amount of money on your guests. What it does involve is knowing them well. Know what would they really appreciate. Would it be a personalised welcome at the gate, a complimentary cheese platter, a carefully curated cocktail of their choice of liquor or a complimentary massage. Because you might spend thousands on creating a WOW experience but if they don’t want it or need it- it will be of no use.

Creating wow moments also means getting to know your guests better. Reservations can obtain reasons for visit and guest preferences to create memorable experience. For example if the guest will be on a business visit ensure that their transportation is on time, room has high-speed internet , with workstation and access to the business centre. Leave a guest preference card in the room for guest to fill out and use the information to wow them

Wow begins at the first correspondence interaction. Personalized touches that reflect their preferences should be de rigueur. This is hospitality and the art of the welcome. Underpromising and overdelivering in numerous ways during their stay makes a Guest feel Wow! over and over.

I have a carefully-crafted Guest Survey (fairly short) that is delivered with breakfast on their checkout morning and it gives a wealth of helpful information. I ask if they are willing to write a short review or testimonial and many have been gracious enough to do so.

Training your staff to comprehend and pay attention to the little things while attending a guest surely leaves an impression on the guest.

Training and empowerment are critical to surprising and the wow factor for our guests. At my hotel, we have a front office manager. She knows that she can go above and beyond for our guests. She does not need my approval as the assistant general manager to act. I have let my team know that if they are in the moment, they can act in the interest of guest service and have my full support.

Você consegue imaginar o que o cliente está esperando, até mesmo as “surpresas”….da mesma forma você sabe exatamente o que ele N?O consegue prever, e é nesse lugar que você deve tentar agir. Mandar entregar algo na casa dele depois de sua hospedagem por exemplo. Lembre-se de agradar aqueles que n?o est?o comemorando absolutamente nada, como um escalda pés depois de um dia de trabalho, Uma vez descobri que estava hospedado dois hóspedes a trabalho, que eram donos de uma empresa de design de interiores, um deles era arquiteto. Comprei um livro sobre arquitetura modernista paulistana, e ofereci um tour pelo mobiliário do hotel. Até hoje eles me escrevem e se lembram desse dia.

Personalized welcome: Greet guests with handwritten notes or local treats. Unexpected perks: Offer complimentary upgrades, discounts, or attraction vouchers. Thoughtful recommendations: Surprise guests with personalized tips based on interests. Engaging interactions: Create a warm atmosphere by sharing stories and inviting social participation.

Showcasing local art and culture within the hotel and providing customized amenities aligned with guest interests further enhance the uniqueness of the experience. These creative surprises not only contribute to positive memories but also foster guest satisfaction, positive reviews, and increased brand loyalty. The key is to be authentic, considerate, and proactive in exceeding guest expectations.

In my experience across different industries, I've noticed that adding local flair really elevates the guest experience & can make it extra special. Think local favorites on the restaurant menu, craft brews from nearby breweries at the bar, and showcasing art by local talents in shared spaces. It's more than just aesthetics; it's about creating an authentic vibe. Locals love the community feel, and for out-of-towners, it's that inclusive touch they remember!

I love taking something small back home to remember the trip that is visible daily. We started collecting magnets for the fridge. They are always handy and a great conversation piece when we invite new people over.