Friday, June 23, 2017
Samsung Website Header Banner
Hirum Next Gen Website Title 728×90

Adding the personal touch in an age of digital communications goes a long way

There’s no replacing the personal touch in hospitality. In an age when chatbots and messaging platforms are speeding up communication, the importance of slowing down to talk with guests is more important than ever.

According to a prediction of travel trends by Booking.com, travelers in 2017 will place huge importance on interacting with staff, and appreciate that the human touch is unique.

While digital communication within hospitality undoubtedly has its place, building relationships through personal interaction remains crucial. And the opportunities to do this are countless.

For instance, asking a guest about their plans as they head out for the day is an easy way to spark a conversation, and to learn about their preferences. This could lead to offering them a recommendation for a tour or activity the might wind up making their trip.

Building a by-name relationship with guests is also a simple but effective way at developing rapport.  The majority of guests will be accustomed to being addressed formally as “sir” or “madam”, so the mere act of remembering their name is a nice surprise.

Thoughtful gestures or small gifts can also end up making a person’s day. Sending a guest a handwritten birthday card and flowers or delivering chocolates to the room of a honeymooning couple involves little effort, yet both demonstrate the kind of thoughtful attention guests remember.

It’s easy to prioritise the fastest way to interact rather than the most personal, but digital communication can never replace the sincerity and warmth that comes through human interaction.

Taking the time for a face-to-face conversation and providing a helpful and friendly service remains fundamental to developing true rapport and leaving guests with a lasting memory of feeling appreciated and recognised.

About John Smallwood

John Smallwood
John Smallwood is the President and Chief Executive Officer at Travel Outlook. John created the Travel Outlook concept in 2006, after more than twenty years’ experience in owning hotels and hospitality management. He earned a BBA from New Mexico State University, and before starting in the hospitality industry, he worked with AT&T.

Check Also

Mantra Group raises $13,000 for Luke Batty Foundation

Mantra Group’s North Queensland Region took to the pitch on Saturday June 17 to raise $13,000 for the Luke Batty Foundation, the group’s official charity partner, at their annual cricket day fundraiser.  

Are awards rewarding for hotels?

With a number of awards to be presented to Australian hotels and resorts over the coming months, AccomNews spoke exclusively with Tourism Accommodation Australia (TAA) about the importance of awards to a hotel’s reputation, as well as to their development and success.

How well does Airbnb manage guest reviews?

Every hotelier knows how important online reviews are, and how damaging they can be if they’re unfavourable.

Leave a Reply

Your email address will not be published. Required fields are marked *