How can you personalize guest service to exceed expectations?

1 Know your guests

The first step to personalizing guest service is to know who your guests are, what they need, and what they prefer. You can collect this information from various sources, such as reservation systems, feedback forms, social media, or direct conversations. Use this data to create guest profiles that help you understand their preferences, interests, and special requests. For example, you can note down their preferred room type, amenities, check-in time, dietary restrictions, or activities.

2 Anticipate their needs

Once you have a clear picture of your guests, you can use it to anticipate their needs and offer proactive solutions. For example, if you know that a guest is traveling for business, you can provide them with a quiet room, a fast Wi-Fi connection, and a complimentary breakfast. If you know that a guest is celebrating a special occasion, you can surprise them with a personalized card, a bottle of champagne, or a reservation at a nearby restaurant. Anticipating your guests' needs shows that you care about their experience and that you are attentive to details.

3 Communicate effectively

Another key aspect of personalizing guest service is to communicate effectively with your guests. This means using their preferred channels, such as phone, email, text, or chat, and using their preferred language, tone, and style. For example, some guests may appreciate a friendly and casual approach, while others may prefer a formal and professional one. Communicating effectively also means listening to your guests, acknowledging their concerns, and resolving their issues promptly and courteously.

4 Empower your staff

Personalizing guest service is not only the responsibility of the front desk or the manager, but of every staff member who interacts with the guests. Therefore, it is important to empower your staff to deliver personalized service by providing them with the necessary tools, training, and authority. For example, you can equip your staff with mobile devices that allow them to access guest profiles, preferences, and feedback. You can also train your staff on how to recognize and respond to different guest types, personalities, and situations. Moreover, you can give your staff the autonomy to make decisions and offer solutions that enhance guest satisfaction.

5 Follow up and follow through

The last tip to personalizing guest service is to follow up and follow through with your guests. This means staying in touch with them during and after their stay, asking for their feedback, and acting on it. For example, you can send them a welcome message when they arrive, a thank you note when they leave, and a survey or a review request after their departure. You can also use their feedback to improve your service, address their complaints, or reward their loyalty. Following up and following through with your guests shows that you value their opinions and that you are committed to exceeding their expectations.

6 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?