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How can you ensure guests have a positive experience at your resort?

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As a hospitality manager, you know that your resort's success depends on how happy and satisfied your guests are. You want them to enjoy their stay, recommend your place to others, and come back again. But how can you ensure guests have a positive experience at your resort? Here are some tips to help you improve your guest service management skills and create memorable moments for your visitors.

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Yihun Shewalem Fonzhe

Hospitality Enthusiast | Vacation Advisor| Certified Virtual Assistant |Father

1 Know your guests

One of the first steps to ensure guests have a positive experience at your resort is to know who they are, what they expect, and what they need. You can use various tools and methods to collect and analyze guest data, such as surveys, feedback forms, online reviews, and loyalty programs. You can also train your staff to be attentive and friendly, and to ask questions and listen to guests' preferences and requests. By knowing your guests, you can personalize your service, offer relevant suggestions, and anticipate their needs.

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Yihun Shewalem Fonzhe

Hospitality Enthusiast | Vacation Advisor| Certified Virtual Assistant |Father
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Knowing your guests does not mean just remember their name and know who they are but knowing their preference and expectations. As a service provider we have to dig to know about our guests preference and expectation in each guest cycle through different tools and mechanisms. It would be very important to use each guest touchpoints to know our guests more.

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2 Deliver on your promises

Another key factor to ensure guests have a positive experience at your resort is to deliver on your promises. You want to make sure that your resort's facilities, amenities, and services match or exceed your guests' expectations. You can do this by maintaining high standards of quality, cleanliness, and safety, and by resolving any issues or complaints promptly and professionally. You can also surprise and delight your guests by exceeding their expectations, such as by offering complimentary upgrades, discounts, or gifts.

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Yihun Shewalem Fonzhe

Hospitality Enthusiast | Vacation Advisor| Certified Virtual Assistant |Father
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To ensure a positive guest experience and deliver on our promises at our resort, we can focus on clear communication and managing guest expectations from the moment they book their stay. Providing accurate and detailed information about our amenities, services, and policies will help set realistic expectations for guests. Additionally, consistently delivering high-quality service and personalized attention during their stay will not only meet but exceed their expectations. By actively seeking feedback and addressing any issues promptly, we can show our commitment to providing exceptional hospitality and ensure a memorable experience for all our guests.

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3 Communicate effectively

Communication is essential to ensure guests have a positive experience at your resort. You want to communicate clearly, courteously, and consistently with your guests, both before, during, and after their stay. You can use various channels and platforms, such as email, phone, social media, and apps, to inform your guests about your resort's policies, procedures, and offers, and to answer their questions and concerns. You can also use communication to build rapport and trust with your guests, and to express your appreciation and gratitude.

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Yihun Shewalem Fonzhe

Hospitality Enthusiast | Vacation Advisor| Certified Virtual Assistant |Father
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In order to maintain positive guest experience in our resort, effective communication is our tool of the trade which plays tremendous role to achieve what we are looking for. Providing accurate and detailed information about our amenities, services, and policies will help set realistic expectations for guests. Additionally, consistently delivering high-quality service and personalized attention during their stay will not only meet but exceed their expectations.

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4 Empower your staff

Your staff are the face and voice of your resort, and they play a vital role in ensuring guests have a positive experience. You want to empower your staff to deliver excellent service, and to make your guests feel welcome, valued, and respected. You can do this by providing them with adequate training, resources, and incentives, and by giving them the authority and flexibility to make decisions and solve problems. You can also encourage your staff to be creative, proactive, and enthusiastic, and to go the extra mile for your guests.

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5 Encourage feedback

Feedback is a valuable source of information to ensure guests have a positive experience at your resort. You want to encourage your guests to share their opinions, suggestions, and complaints, and to listen to them attentively and respectfully. You can do this by creating multiple opportunities and channels for feedback, such as comment cards, online surveys, review sites, and social media. You can also use feedback to improve your service, acknowledge your strengths, and address your weaknesses.

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6 Follow up

The last step to ensure guests have a positive experience at your resort is to follow up with them after their stay. You want to show your guests that you care about them, and that you value their business and loyalty. You can do this by sending them a thank-you email, a satisfaction survey, a newsletter, or a personalized offer. You can also invite them to join your loyalty program, to refer their friends and family, and to return to your resort in the future.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Keywanda Battle

Digital Content Marketer, Creator, Copywriter including Search Engine Optimization [SEO]
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Find the balance between offering privacy yet attentiveness. Such as: 1. Offering opt-in services for when and how often for housekeeping services. 2. Offer options to schedule spa services, meals and other activities. 3. Offer concierge services to cater to individual needs/preferences. 4. Use discreet communication methods such as text messaging and in-room tablets. 5. Offer private spaces and designated quiet areas for guests to unwind and relax without interruption. 5. Train staff to be attentive and responsive while respecting privacy boundaries. 6. Offer keyless entry systems and mobile apps to minimize interactions with staff, as preferred by the guest.

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How can you ensure guests have a positive experience at your resort?

1

2

3

4

5

6

7

1 Know your guests

2 Deliver on your promises

3 Communicate effectively

4 Empower your staff

5 Encourage feedback

6 Follow up

7 Here’s what else to consider

Hospitality Management

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How can you ensure guests have a positive experience at your resort?

1

2

3

4

5

6

7

1 Know your guests

2 Deliver on your promises

3 Communicate effectively

4 Empower your staff

5 Encourage feedback

6 Follow up

7 Here’s what else to consider

Hospitality Management

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