We’ve all stayed at a hotel that knocked our socks off. And then we’ve all stayed at one that, well – didn’t. A warm welcome versus a haphazard check-in; a basket of in-room treats versus a questionable bathroom towel; local recommendations versus lots of complaints. It’s a pretty easy guess as to which we’re more likely to rebook.
Your hotel’s reputation rests on your ability to impress your guests – if you want loyal customers and positive hotel reviews, that is where to start. But, it must be understood that an exceptional hotel guest experience begins long before they arrive and extends well beyond their stay.
Let’s explore strategies hotels can employ to impress guests, focusing on online presence, pre-arrival interactions, during their stay, and post-departure follow-ups.
Your hotel’s online presence is often the first interaction potential guests have with the property. A professional, user-friendly website and active social media profiles are critical. Ensure your website is visually appealing, easy to navigate, and mobile-friendly – nearly 35% of all hotel bookings are made via mobile devices. High-quality photos and virtual tours can provide a realistic preview of the hotel’s amenities and accommodations. Plus, active engagement on social media, including responding to comments and sharing user-generated content, can create a positive impression and foster a sense of community.
Online reviews significantly influence booking decisions – how often do you book a hotel without scanning the reviews first? Encouraging satisfied guests to leave positive reviews on platforms like TripAdvisor, Google, and Yelp can enhance the hotel’s reputation. Addressing negative reviews promptly and professionally demonstrates a commitment to guest satisfaction and can turn a negative experience into a positive one.
“Set the tone,” is a phrase thrown around a lot in business circles. But it is because it matters – especially in hospitality. Personalized communication before your guest’s arrival sets the tone for a welcoming experience. Sending a pre-arrival email with essential information such as check-in times, transportation options, and local attractions can make guests feel valued – this can likely be done through your hotel’s PMS (Property Management System). From there, you can include a personalized welcome message or address specific requests mentioned during booking to show further attention to detail.
The booking process should be seamless and user-friendly. Offering multiple booking options (website, phone, OTAs, and third-party platforms) and providing clear information on room types, rates, and policies can simplify the process for your guests. If direct bookings are a metric you are chasing, you can include incentive offers such as complimentary breakfast or flexible cancellation policies.
Accommodating special requests and customizations demonstrates your hotel’s commitment to guest satisfaction. It does not need to be complicated either. Arranging for a room with a specific view, providing extra pillows, or noting dietary restrictions for room service – these are the kinds of small details that impress.
“You never get a second chance to make a first impression.” Why stop at setting the tone? More cliches aside, first impressions are crucial. A warm welcome at check-in, handled by friendly and efficient front desk staff, sets a positive tone for the stay. There are plenty of additional check-in strategies to impress your guests: comfortable transport services to minimize logistical hassle, freebies and room upgrades, early check-in options, or a welcome drink and small gift. An in-person welcome is not the only option either. More and more hotel guests value convenience and efficiency, so why not offer self or automated check-in facilities? Hotel guests who are tired or prefer to get into their room right away can pass through the check-in process at their own speed.
Cleanliness is the bare minimum for your hotel, let alone a way to impress your guests. Ensuring rooms are spotlessly clean and comfortable is fundamental. Regular inspections and prompt housekeeping services are essential. Providing high-quality bedding, plush towels, and premium toiletries can add a touch of luxury.
Following in the footsteps of cleanliness, technology is becoming essential for modern hotels. From keyless room entry to smart room controls, tech-savvy solutions simplify processes and impress travelers seeking convenience. Digital check-ins and mobile apps, for instance, reduce waiting times, while AI chatbots offer personalized service at the touch of a button. These innovations cater to the growing demand for seamless, tech-driven services and ensure your hotel stays ahead of guest expectations. Integrating technology comes with the added benefit of increased operational efficiency, allowing staff to focus on delivering exceptional, personalized service.
Speaking of personalized service… Personalization is right up there with convenience and technology when it comes to the expectations of a modern hotel guest – it is a reliable way to leave a lasting impression. Remembering guest preferences, such as pillow type or favorite newspaper, and offering tailored services can make guests feel special. Again, your PMS technology can act as a central hub for this process, harboring valuable guest data that helps staff perform personalized service. Additionally, providing thoughtful amenities like complimentary Wi-Fi, in-room coffee makers, and high-quality entertainment options enhances comfort.
Food and beverage services play a significant role in guest satisfaction. Offering a diverse menu with local specialties, accommodating dietary restrictions, and providing excellent room service can elevate the guest experience – emphasis on the local specialties. After all, a Bloomberg study concluded that 45% of travelers view local food culture as their top travel interest. Hosting special events like wine tastings or themed dinners can also create memorable moments that impress your hotel guests.
Why not impress your hotel guests with activities and local experiences during their stay? Providing information on local attractions, arranging guided tours, or hosting on-site activities like yoga classes or cooking demonstrations can enrich the guest experience. Partnering with local businesses for exclusive offers or experiences can also add value.
Again, experiential, local travel is on the rise. So put yourselves in a position to give guests the true insider experience. Impress them with a concierge system flush with local travel recommendations that maximize their time away – whether it is neighborhood cafes that douse the mainstream alternatives, first-class restaurants loved by the local community, sightseeing spots off the tourist trail, or activities that really represent the destination. Investing in a concierge solution that meets expectations for local, meaningful travel is a powerful way to enhance the guest experience and increase hotel revenue.
Staff should be trained to anticipate guest needs and respond promptly to requests. A culture where every staff member is empowered to go above and beyond can significantly impact guest satisfaction. Regular training and fostering a positive work environment for staff can enhance your service quality.
Your job does not end when guests walk out your door. Show your hotel values their feedback and continued patronage by following up with thank-you emails, requests for a review, or a special offer for future stays – or all three. Take this one step further by including personalized messages referencing specific aspects of their stay. And do not wait – act on this strategy within the first few days after your guests’ departure, while their experience is fresh in the mind.
Feedback is another essential ingredient for hotel success. Actively seeking and addressing guest feedback demonstrates a commitment to continuous improvement. Implementing suggestions and informing guests of changes made based on their feedback can build trust and loyalty. Publicly responding to reviews positive and negative shows transparency and a dedication to guest satisfaction.
Impressing hotel guests requires a holistic approach to hospitality. It encompasses all stages of the guest experience, from a strong online presence and personalized pre-arrival communication to exceptional service during their stay and thoughtful follow-ups post-departure. Focusing on strategies and processes within these areas, you can create memorable experiences that foster loyalty, encourage positive reviews, and ultimately drive business success. If you only remember one sentence, make it this: each interaction, from the initial booking to the follow-up communication, offers an opportunity to impress your hotel guests and exceed their expectations.
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