6 Guest Expectations That Hotels Need to Know
Understanding, meeting, and exceeding guest expectations is crucial for ensuring satisfaction and fostering loyalty. But it’s easier said than done.
Hotels must be attuned to their guests' evolving needs and desires to separate themselves from the competition. Let’s look at seven key guest expectations modern travelers have when staying at a hotel, and how hotels can meet them. But first…
Why is it Important to Fulfill Hotel Guest Expectations?
Meeting guest expectations is the minimum requirement for success. But it does not raise a hotel above its competition – lots of hotels have clean rooms and a good location are abundant. Guest expectations set the bar for satisfaction, but exceeding them drives further success.
Hotels that can fulfill and exceed guest expectations consistently establish a foundation of reliability and trust that leads to higher levels of guest satisfaction. These positive guest experiences foremost boost repeat business with existing customers. But, they also translate into valuable recommendations through word-of-mouth marketing in social circles or social media endorsements – both; powerful tools for attracting new customers. Conversely, failing to meet expectations can lead to negative reviews and a damaged reputation, which can be challenging to overcome.
Six Important Hotel Guest Expectations
Convenience
Convenience is about time – more convenience equals more time, for staff and hotel guests. Convenience frees staff to spend more time problem-solving and delivering personalized guest service. And more convenient service then gives guests more time for leisure and business – the purpose of their travel.
Technology is the main driver of convenience, and how a hotel uses technology can differentiate it from the competition.
Mobile or contactless check-in processes via apps or self-service kiosks mitigate front desk wait times for guests and prevent service bottlenecks for hotel staff. Once on-site, hotels can further empower guests with mobile apps that function as digital room keys and centralize the service experience. These increase guest autonomy, streamline communication channels via chatbots and instant messaging, and reduce the risk of lost keys.
> Learn how to reduce wait times to maximize guest satisfaction.
Digital Integration
Technology goes beyond the convenience of high-speed Wi-FI, faster check-ins, and remote room service requests. Guests have come to expect a travel experience that is enriched by digital integrations, helping maximize enjoyment and overall satisfaction.
This is where digital concierges and entertainment systems come into their own. Integration with a digital concierge puts valuable information into guests’ hands, steering them to visit the places that create the most meaningful memories. The success of digital concierges is tangible too – hotels that implemented a digital concierge experienced an 8% increase in overall guest satisfaction. The degree of personalization that digital concierges provide is fundamental to that success.
Personalized Service
Let’s let the numbers do the talking here. 71% of consumers expect companies to deliver personalized interactions. And 76% of customers get frustrated when that doesn’t happen. These are uniform observations across all consumer markets but their relevance to travel and hospitality cannot be underestimated. Honing specifically into the hospitality industry, a further study concluded that 90% of consumers expect organizations to know and anticipate their needs. The logical conclusion is that personalization is now more important than ever before.
Again, digital concierges play a role. Not only do they help hotels gather valuable guest information and preferences but they can also deliver curated travel recommendations that enhance the guest experience beyond what is expected. This correlates with revenue, as travelers, specifically millennials, are willing to pay more for travel to prioritize experience over material goods.
> Read Tipsiti’s definitive guide to digital concierges to learn more.
CRM systems (Customer Relationship Management) are another way for hotels to track preferences and tailor services and communications based on the data. For instance, if a guest has previously requested hypoallergenic pillows, hotels can ensure these are provided automatically on their next visit.
Local Expertise and Travel Advice
With meaningful travel experiences being such a priority, it’s easy to understand that guests value insider knowledge and local expertise to help them make the most of their stay. Travelers expect hotels to provide insightful recommendations and travel advice.
The traditional response to such guest expectations has been training; ensuring the on-site staff are knowledgeable about local attractions, dining, and events. The advent of digital concierges has transformed this process. These mobile companions can curate recommendations and itineraries that remain up-to-date with accurate information and local insights.
Sustainability and Eco-Friendly Practices
People are becoming more eco-conscious. 90% of consumers look for sustainable travel options – hotels must adapt. and hotels must follow suit.
Implementing green initiatives such as energy-efficient lighting, water-saving fixtures, and waste-reduction programs is the first step to addressing this guest expectation. However, hotels must then highlight these practices in marketing materials and in-room information to properly communicate their commitment to sustainability.
Safety and Hygiene
Five years on from the start of the COVID-19 pandemic, safety and hygiene rightly remain top priorities. Guests expect rigorous cleaning protocols and measures to ensure their health and safety. But COVID aside, lack of cleanliness is a persistent cause of guest dissatisfaction, with 60% of guests having felt compelled to complain.
Rigorous cleaning and sanitization protocols must be a priority. This starts with training but hotel management software can also help by monitoring staff and guest schedules.
Conclusion
Consciously targeting guest expectations gives hotels actionable avenues to enhance guest satisfaction and loyalty. Attunement to the guest expectations of convenience, technology, personalization, local expertise, sustainability, and safety empowers hotels to remain competitive and turn happy customers into their biggest brand advocates.
The Tipsiti Approach 🔗
Tipsiti optimizes hospitality businesses for success with digital concierge solutions that exceed guest expectations of convenience, technology, personalization, and local knowledge. The digital concierge leverages the power of localized, insider information to inspire memorable travel and maximize guest satisfaction. Your guests can access personalized travel recommendations vetted by destination insiders on demand and navigate cities efficiently with interactive maps that harness location-based tracking. Tipsiti empowers hotels to become community focal points and industry leaders, separating themselves from the competition.
With Tipsiti, hotels can boost revenue and reduce costs while supercharging their outgoing service – the web app digital concierge mitigates expensive POS infrastructure, additional labor costs, and expensive upkeep payments.
