Creating an optimised guest experience in hotels revolves around ensuring that each guest feels genuinely welcomed, satisfied, enriched and that they perceive their stay as a worthwhile investment. Let’s explore ways to offer great guest experience in today’s hospitality industry…
Here are six tips to offer exceptional guest experience to your guests
1) Booking: Understand your guests
Begin the personalised journey for your guests right from the booking stage by knowing their purpose for staying at your hotel. Whether they are business travellers, a couple seeking a getaway, or a family, understanding their needs is crucial.
To enable a more personalised experience, invest in technology that centralizes guest data, ensuring it can be leveraged at every touchpoint in their journey. Make the booking process seamless and straightforward, as it represents one of the initial interactions a guest has with your hotel.
2) Check-in: Engage your guests
Recognise the significance of first impressions during the check-in process, a vital stage in the guest journey. Ensure your staff warmly engages guests, utilising technology to streamline administrative tasks and allow more time for meaningful interactions.
Even in a contactless check-in scenario, as seen in the COVID era, the guest experience remains pivotal. Adopting this new approach signals to guests that their safety is a priority, fostering a sense of security.
3) Stay: Delight your guests
Today’s guests seek delightful surprises that exceed their expectations. Achieving this level of engagement requires a holistic understanding of the guest through data utilisation. Whether through in-app prompts or in-person interactions, guests should feel that their experience is genuinely cared for, with intelligent use of their data enhancing their stay.
4) Things to do: Empower your guests
In response to the demand for authentic experiences, empower your guests with information about local attractions and activities. Utilise guest data to proactively recommend personalised suggestions, extending the guest experience beyond the hotel’s premises to the surrounding area.
5) Feedback: Listen to your guests
Active listening is a fundamental aspect of guest service. Acknowledge and address special requests, assuring guests that their needs are being attended to promptly. Clear communication is essential, emphasising the importance of training staff to be attentive listeners and effective communicators. Pay close attention to online reviews, expressing gratitude for positive feedback and responding constructively to negative reviews.
6) Check-out: Understand your guests
Utilise robust qualitative and quantitative analysis to comprehend guest expectations in exchange for their loyalty. Recognising and appreciating loyal guests increases the likelihood of their return and advocacy.
Start by focusing on high-impact, high-value, and low-effort wins. Think ambitiously about guest experience but start with manageable steps, iterating frequently to ensure continual growth and improvement.
Edwin Saldanha, Marketing Director at STAAH
STAAH Ltd is a New Zealand-based technology company that specialises in innovative cloud-based solutions that simplify hospitality operations and open a world of online commerce for accommodation providers of all sizes. Founded by Gavin Jeddo in 2008, an industry pioneer,
STAAH’s technology suite comprises channel management, direct bookings, online reviews management and gift voucher management system.
Our passionate and diverse team is based across New Zealand, Australia, India, Malaysia, Philippines, Thailand, Indonesia, and the UK providing 24/7/365 support and service to our network of more than 18000+ accommodation partners worldwide.
Our quest for delivering high-quality solutions that deliver results is recognised by industry partners in the form of Airbnb Badge, Booking.com and Expedia Preferred Partner. We are a New Zealand FernMark Licensee.