To guarantee that your hotel stands out you do not need fancy features, it is mostly the small inexpensive behaviors and services that make the difference. But what constitutes truly exceptional hotel service? The easy to implement tips below can help you to create great memories.
1. Emotionally intelligent and dedicated staff Service and people are what stands out above the rest. To be exceptional, hotels need a great team of managers and front-line staff who are intuitive, empathic and dedicated. Your guests should feel your hotel’s attention to detail and experience the exceptional servie of your staff.
2. Communication, communication, communication For upscale hotels communication not only means wishing your guests a nice stay. It goes way beyond that. The check-in sets the tone for the overall experience. Train your staff so that they recognize your return guests. This small gesture really makes a difference. Your front-line staff, from front-desk to housekeeping and restaurant, needs to show that they would go the extra mile for the guest. You could for example include weather forecasts during wake up and other calls. Keep in mind that your guests should not feel that you dictate to them. Your staff should ask questions, give recommendations and opinions, but let your guests decide.
3. Recognize a birthday You most likely check the IDs of your guests while they check in. Train your front office staff to write down your guests’ birthdays. Don’t mention this to your guests. When guests celebrate their birthday in your hotel, send them a handwritten birthday card and complimentary pastry to their room. This will give them a pleasant surprise. If you want to go a step further, you could send a birthday card to every single guest including a discount or a special offer, for example a glass of champagne, for their next stay.
4. Remember special requests Some guests ask for a softer pillow or a certain newspaper. Let your staff write these preferences down. Next time the guests arrive these special requests should be already up in their rooms. Your guests will be amazed that you remembered their preferences. Personalized service that shows that you really know your guests makes the difference between a good and a great hotel. Implementing these small changes will result in memorable stays for your guests. You become their hotel of choice and guests reward you by spending more than average in your hotel and returning frequently.
