5 Tips for Creating a Better Guest Experience in the Hospitality Industry
As a property manager in the hospitality industry, it is up to you and your team to find innovative ways to create a better guest experience. Today, we are offering some of our tips for doing just that.
1. Start with Pre-Arrival
Good customer service should start before guests even arrive. Sending out a detailed email prior to their arrival about the check-in process and what they can expect is a good way to open up communication. Make sure to tailor these emails to the type of guest you are catering to. For example, a repeat guest already knows the process, so send them something new they may be interested in learning.
2. Don't Forget to Smile
Making a good first impression is critical in the hospitality industry. One small smile can go a long way as guests arrive and check in. It starts you out on the right foot and lets guests know that they are appreciated. It also is a great way to establish the tone and environment they can expect for the duration of their visit.
3. Offer Easy Communication
Once there, you need to make sure as a property manager that your guest can reach you when necessary. Older clientele may prefer an old-fashioned landline phone system, while younger guests may expect some kind of digital communication offerings. Consider your guest base and the functionality of what you want to offer in terms of communication.
4. Be an Insider
Another way to improve the guest experience is to be an insider and fill the guests in on tips and tricks for the local area. What should they see? Where are the best restaurants? Your recommendations can go a long way and can improve their overall experience, even when they are outside of your hotel or community.
5. Provide Wi-Fi
Since we are in such a digital age, you want to be sure to offer free and fast Wi-Fi for your guests. Charging for it is not the right thing to do and is almost as crazy as if you charged each guest for water. Make Wi-Fi available to each guest, provide them with instructions on how to use it, and see how much happier they are with the overall experience.
Follow these easy and simple tips, and you may find yourself with recurring bookings, improved occupancy rates, and much higher satisfaction levels.