A top goal of hotel management in locations all over the world is customer service. Happy customers, whether visiting for business or pleasure, tend to return to places where they enjoyed their stay. The most important feature of your customer service experience is the face-to-face interactions that each of your guests will have with members of your hotel staff. However, there are other small changes that you can make to ensure you’re guests are having a positive experience during their visit.
Treats In The Lobby
Whether or not you already provide your guests with a hot breakfast in the morning, lots of people would enjoy a cup of hot coffee or tea or just a glass of iced water all throughout the day. Take it a step farther by offering wine and cheese in the late afternoon, or warm cookies in the evenings. Providing a small treat to your guests gives them a sense that they are having a special experience.
Bottled Water In Rooms
Many hotels don’t have access to drinking water in or around the guest rooms. This leaves guests having to go to the lobby or drink from the bathroom sink to quench their late night thirst. Providing bottles of water in their rooms is a small added convenience to remind your guests that you know what they want and need from their visit.
Hire a local musician to play soft guitar or piano music in the lobby on weekend evenings. The addition of beautiful music elevates the guest’s experience. Other great entertainment opportunities include, displaying big sporting events on televisions in the lobby, or even projected on a wall out by the pool. By adding something special to your guest’s visit you can assure that they will remember your hotel next time they are in town.
Hiring an extra staff person to act as concierge is an expensive undertaking for hotel management. However, your current front desk staff can be trained to act as concierge and do double duty for your guests. Having a staff member on site who is trained to make restaurant reservations, provide information about local attractions, call cabs, and recommend local hot spots is another of those special benefits that make your guests feel important and taken care of. This is an especially good way to develop strong relationships with your regular business traveler guests.
Going above and beyond for your guests doesn’t have to break the bank. These small changes will leave your guests feeling even more cared for during their next visit. But don’t stop here, hotel management should ask trusted staff members and regular guests what added features they would like to see.
If you need help building a team of people who can work together to increase your guests’ happiness, give us a call today. We’re experts and finding the right people to place in your hotel jobs.