With more competition than ever, creating a memorable experience for your hotel guests is essential. Guests are looking for more than just a clean and functional room. They want a warm and seamless service that makes their stay feel luxurious and special.
As a trusted refurbishment specialist with over 20 years of industry experience, IH Group designs functional and beautiful spaces. In this article, we explore five ways to elevate your guest experience even further through exceptional customer service.
1. Personalise every touchpoint
Tailoring every touchpoint to your guests’ individual preferences can transform their stay into one that’s unforgettable. Guests remember how their stay made them feel, and this will come across in their review. Some opportunities to consider include:
- Send a short welcome message asking about arrival times, dietary needs or special occasions.
- Add a welcome note or a local treat in guest rooms to show attention to detail.
- Encourage staff to note guests’ preferences and always greet returning guests by name.
2. Empower staff with training
Investing in your team’s training can help them enhance their customer service skills and bring a human touch to every interaction. Things to consider include:
- Begin with training in empathy and active listening.
- Role-play difficult situations so team members stay calm and capable under pressure.
- Celebrate moments when staff go above and beyond with colleague recognition.
3. Enhance the check-in and check-out process
The first and last impressions shape a guest’s overall experience. A smooth arrival and departure at your hotel are key to a lasting positive memory. Things to consider include:
- Make your reception area welcoming and uncluttered.
- Consider digital check-in or express check-out options for guests who prefer minimal interaction.
- For those who still value face-to-face interaction, keep it swift and pleasant. A friendly smile and straightforward communication matter.
4. Drive improvements from guest reviews
Guest reviews and feedback, whether online or in person, can help you make improvements to your hotel and enhance the guest experience. Take on board the positive and negative feedback to guide changes.
Consider guest feedback as a tool for growth:
- Encourage guests to share their thoughts through a quick digital survey or a comment card.
- Analyse trends in feedback. Are there common topics that frequently come up? What do you do well, and where is there room for improvement?
- Communicate changes, especially when they come directly from guest suggestions. It shows you listen and act.
5. Ensure cleanliness everywhere
A pristine environment is expected. However, true satisfaction arises when cleanliness is combined with care and consideration.
- Ensure public areas and corridors are spotless and inviting throughout the day.
- In guestrooms, go beyond the basics. Leave small gestures like a fresh water jug or a bedside note wishing a pleasant evening.
- Instil pride in housekeeping. Encourage them to treat each room as though welcoming a friend.
Are you ready to improve your hotel’s customer service?
If you’re considering refurbishing your hotel to help improve your guest satisfaction, then please contact our friendly team to discuss your requirements. We have more than 20 years of experience working with some of the most prestigious hotel brands in the world.
