The Importance of Talking to Customers

Since I was young, my dream was to be a commercial pilot. The idea of traveling the world and getting to know new cultures appealed to me deeply. However, due to life circumstances, my path led me to the hotel industry. Although at the time it was an alternative, today, looking back, I do not regret a single moment of having chosen this profession. I love what I do and consider myself lucky.

?As a hotel manager, my day-to-day life is filled with interactions with people from all over the world, and I have learned that one of the keys to success in this industry lies not only in the quality of the services, but in the way we relate to our customers. Talking to them is not just an act of courtesy, but an essential tool for enhancing the customer experience and fostering lasting relationships.

?My job involves multiple operational responsibilities, from managing staff to overseeing services, but talking to customers has always been one of my priorities. Being in direct contact with guests allows me to learn about their needs, solve problems quickly and create an atmosphere of trust.

?Often, when I'm in the lobby bar (at the time I'm writing this article) I sit and chat with guests while enjoying a coffee. These informal conversations are opportunities to get direct feedback, learn their preferences and address any concerns before they become a problem. Constant communication is critical not only to solve problems, but to anticipate customer needs, which in turn allows for continuous service improvements.

?I have learned that a simple conversation can transform an ordinary stay into a memorable experience. By talking to customers, we have the opportunity to learn about their tastes, preferences and expectations. This close contact allows us to tailor our services, adapt to their needs and, in many cases, surprise them positively.

?Communication is not limited to resolving complaints. Talking to guests about their day, their interests and expectations is also a way of strengthening the relationship and generating loyalty. Guests are not only looking for efficiency, but for a unique experience that makes them feel that the hotel really cares about them as people.

?My way of working is an operational approach, which leads me to be constantly out of the office. I prefer to be on the ground, interacting with my team and with the guests, observing the development of operations. This allows me to have a clearer view of what is happening in the hotel and to detect problems before they escalate.

?The active presence in the hotel not only gives me the opportunity to talk to guests, but also to proactively work on solving any issues. By being on the scene, I can make immediate adjustments, ensure that service standards remain high and make sure the environment is right for our visitors.

?Talking to customers is undoubtedly one of the most effective strategies for building loyalty. Guests who feel valued, listened to and well cared for are much more likely to return. Personalizing service through direct conversations creates a sense that their experience is unique and special.

?In addition, these conversations provide valuable information that helps us to continually improve. Each guest has their own expectations and, through dialogue, we can better understand what they are looking for in their stay. This allows us to adjust our service offerings, anticipate needs and make recommendations that enrich their experience.

The informal comments we receive in face-to-face conversations are often much more revealing than satisfaction surveys. These small details allow us to refine our service and ensure that every guest has a positive memory of the hotel.

?My boss at Blue Diamond Resorts always stresses the importance of talking to guests, and I must say that I wholeheartedly agree. Every conversation is an opportunity to improve, to create memorable experiences and to build long-term relationships.

?Although my dream of becoming a pilot has not come true, I can say that my job has allowed me to travel the world, learn about different cultures and, above all, make friends from all over. Every day in this profession is an opportunity to learn, grow and give the best of myself. The key to success in hospitality is the ability to communicate authentically with customers. Through those conversations, we not only manage a hotel, but we manage human experiences that last.

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