Technology can enhance the connection you make with guests
As anxious travelers slowly return to their pre-pandemic activities, there will be fierce competition to attract guests as the hotel industry continues its road to recovery. Expectations have changed, as guests turn to their mobile devices to enhance their travel experience. That means as a hotel, technology has to be incorporated into your approach in providing guests an unforgettable experience. This means that a comprehensive hotel management software system has to be part of your operation.
However, it’s also important not to lose that personal touch during a guest’s stay, as this is what can make your hotel stand apart from the big chains. With that in mind, here are seven ways your hotel can provide the best service for your guests.
1. Engage with guests throughout their stay
Once a guest walks through your doors, your goal should be to ensure that this is not the last time they’ll be staying with you. Staying engaged throughout the guest journey is important.
The good news is, there’s an easy way to accomplish that, as you can send customized emails and text messages, even after check-out. It can be as simple as thanking your guest for the stay, with an email like “Hi Emily, we hope you enjoyed your stay with us. Have a safe trip back to Dallas!”.
This extra attention to detail will not go unnoticed and could lead to increased brand loyalty.
2. Communicate with guests early
Guests typically like to shop around for the best hotel deals and compare their experience at each property. By reaching out in a meaningful fashion, your hotel can stand out in terms of tending to a guest’s needs.
Reaching out to guests before their arrival shows them your hotel prioritizes guest service. This will distinguish you from competitors who fail to use this to their advantage.
3. Consider a CRM system for your hotel
When a guest request comes in, whether it’s for an in-room upgrade, an anniversary surprise or a last minute dinner reservation.
A hotelier’s goal should always be to meet a guest’s need immediately, and the way your staff handles guest requests can make all the difference. To ensure a guest’s request is taken care of, you may want to consider a CRM system to integrate to your hotel software.
An integration like this can allow your staff to quickly provide guests what they need and it also saves a lot of time.
4. A mobile app, to offer them a contactless experience
A mobile app for your hotel can greatly enhance convenience for a guest and keep them engaged throughout their stay.
When you encourage guests to use your app, you can get a better handle on guest behavior throughout their stay and adjust your operations accordingly. Which room upgrades are most popular? What time does room service receive a high volume of requests? Do guests wind up spending more when an upgrade is available at their fingertips?
5. Get to know your area
One of your hotels’ best assets is its location. Is there a golf course nearby? A gorgeous hiking trail? Is there a vineyard close by? See what businesses in your area would be willing to cross promote with you.
Destination marketing can be a valuable tool for your hotel, as guests will know that you care about their stay and are willing to go the extra mile.
6. Make them feel welcome right away
Who doesn’t like to be welcomed with a snack or beverage? If your property has a food and beverage program, let guests know about it right away and give them a taste of what’s to come.
Whether you want to comp a drink or offer a discount on their first snack or drink, guests get the first impression that you can feed them well throughout their stay.
7. Encourage feedback after AND during their stay
While your front desk can certainly ask guests for feedback face-to-face, mobile messaging is a less confrontational platform, meaning guests are more likely to provide honest feedback.
Make sure your messages are approachable, and inviting, like “How’s your stay going so far? Please let us know if there’s anything we can do to make it better.” This will invite your guests to enhance their stay and it gives you the opportunity to address any concerns in rapid fashion.
Of course, once a guest checks out, you can take the same approach and see if there’s anything they’d like to see should they choose to return to your hotel.
Every guest that walks through your door is unique, with their own needs and expectations. By using all tools at your disposal, you can gain a clearer picture on what works for your hotel and how you can thrill guests.
