As a hospitality professional, you know how important it is to build and maintain a positive relationship with your hotel guests. Not only does it enhance their satisfaction and loyalty, but it also boosts your reputation and revenue. But how can you achieve this in a competitive and dynamic industry? Here are some tips to help you.
The first step to creating a positive relationship with your hotel guests is to know who they are, what they need, and what they expect. You can use various sources of information, such as reservation systems, feedback forms, social media, and personal interactions, to learn more about your guests' preferences, interests, and goals. This will help you tailor your services, offers, and communication to suit their needs and desires.
Leveraging first-party data is a game-changer in maintaining positive relationships with hotel guests. As a Business Analyst, I would use this valuable information to personalize every aspect of the guest experience. Firstly, with insights from first-party data, we can create tailored pre-arrival communications. Whether it's acknowledging special occasions, offering room preferences, or suggesting personalized amenities, these targeted messages set the stage for a positive experience. The use of first-party data allows for anticipatory service. By understanding guest preferences, we can proactively address their needs, from the choice of in-room amenities to providing recommendations for local activities that align with their interests.
Maintain a positive relationship with hotel guests by: -Providing personalized and anticipatory service that goes beyond their expectations, creating a memorable and delightful experience during their stay. -Actively seeking and responding to guest feedback, demonstrating a commitment to continuous improvement and a genuine interest in meeting their needs. -Fostering open communication, expressing gratitude for their patronage, and considering loyalty programs or exclusive offers to incentivize repeat visits, cultivating a lasting and positive relationship with your hotel guests.
The second step to creating a positive relationship with your hotel guests is to communicate effectively with them. You can use different channels, such as email, phone, text, or face-to-face, to reach out to your guests before, during, and after their stay. You can use communication to confirm their bookings, welcome them, inform them about your facilities and policies, answer their questions, address their complaints, thank them, and invite them to return. You can also use communication to express your appreciation, empathy, and enthusiasm, and to build rapport and trust.
Efficient communication becomes more personalized. Utilizing guest data, we can send timely and relevant information through preferred channels, be it a mobile app, email, or text messages. This ensures that communication aligns with individual preferences, enhancing the overall experience. The feedback loop gains depth with first-party data. Post-stay surveys can be tailored to gather specific insights based on the guest's interactions and preferences. This targeted approach enables us to address feedback in a way that resonates with individual experiences.
The third step to creating a positive relationship with your hotel guests is to exceed their expectations. You can do this by delivering high-quality service, going the extra mile, and surprising them with special touches. You can also do this by anticipating their needs, solving their problems, and fulfilling their requests. You can also do this by recognizing and rewarding their loyalty, such as by offering them discounts, upgrades, or complimentary services.
Absolutely! Think of the definition and acts of being hospitable, then apply it to your guests or clients. Always be thinking, “how can I make their experience grand or their life easier?” These are words that resonated within me from the beginning and I apply every time I interact with someone.
The fourth step to creating a positive relationship with your hotel guests is to solicit and act on their feedback. You can do this by asking them for their opinions, suggestions, and ratings, either verbally or through surveys, reviews, or social media. You can also do this by listening to their feedback, acknowledging their praise or criticism, and taking action to improve your service or resolve their issues. You can also do this by following up with them, thanking them for their feedback, and informing them about the changes or improvements you have made.
Getting feedback is key to our growth as a business. I have found that seeking feedback at check-out works well. Asking a guest how their stay was or "anything we can improve on" builds a great opportunity for feedback. This feedback at that moment also allows us to do service recovery before the guest leaves a bad review online. We can also show the guest in that moment where something unexpected has happened that we can handle it and we care about their experience with us.
The fifth step to creating a positive relationship with your hotel guests is to be consistent and reliable. You can do this by delivering the same level of service, quality, and value to every guest, every time. You can also do this by keeping your promises, meeting your deadlines, and honoring your commitments. You can also do this by being honest, transparent, and accountable for your actions and performance.
The sixth and final step to creating a positive relationship with your hotel guests is to show your personality and passion. You can do this by being friendly, courteous, and respectful to your guests, as well as to your colleagues and partners. You can also do this by being enthusiastic, energetic, and positive about your work and your hotel. You can also do this by being creative, innovative, and flexible in your approach and solutions. You can also do this by being professional, confident, and competent in your skills and knowledge.
Showing our passion is key to delivering a great experience for our guests. Offering to assist guests, look up answers to questions we do not know, etc. shows guests that we are willing to go above and beyond to help them have a great experience at our hotel. This extra works also shows that we have a passion for what we do and do not want to do just the bare minimum to get the job done but rather go above and beyond to help guests.
Make sure your team is on point with the service . When the team is feeling good, guests feel good too, it's like magic. Keep the good vibes going, and everyone comes out on top.
Recognition and loyalty programs become more nuanced. With first-party data, we can acknowledge returning guests by remembering their preferences, extending exclusive perks, and making them feel valued on a personal level, fostering a stronger sense of loyalty. In essence, using first-party data transforms guest relationships from transactional to personalized. It allows us to anticipate needs, communicate efficiently, tailor experiences, refine our services based on feedback, and build lasting loyalty. By harnessing the power of guest data responsibly and transparently, we create an environment where every interaction is not just positive but uniquely tailored to each guest's preferences and expectations.
- Being warm welcome and friendly - Promptly address guest needs and concerns - Go the extra mile for a seamless stay - Regular check-ins to show attentiveness - Personalised touches for a memorable experience
In my experience to keep a good rapport with hotel guests, consider the following advice which I learn: 1. Always acknowledge guests priorities and time. 2. Be ready to help the guests when they need. 3. Always identify important guest. 4. Pay attention and write notes for everything you come to know about guest. 5. Make contact with guets in advance of their visit. 6. Some time we have to ignore some hotel rules and give them personal touch upon arrival experience. 7. Give sincere small conversation to guest staying at the hotel that will make them feel good. I hope this may help??!