A great guest experience not only strengthens the possibility that the guest will return for a stay but also gets your brand excellent word-of-mouth marketing. Afterall, everyone loves talking about their vacation stories and hotel experiences make a substantial part of it! So what can you do on your part to ensure your guest only speaks good stuff about your hotel? Well you can deliver an incredible guest experience.
Here are some super simple ways on how you can improve the guest experience in hotel:
1. Start with a Killer Confirmation Email
You could pick a generic template from the web but it will be well worth your while to make your first impression with a killer confirmation email. Let your confirmation email template exude the same warmth and excitement that your guest can expect at your hotel during their stay. Make sure the important information is relayed well in the email and your guest isn’t left confused as to what needs to be done next.
It is very important to try to differentiate yourself on a branding level, and to give the impression to the guest that they are the center of attention.The email should therefore be as personal as possible, but also engaging.
There are many ways and techniques to personalize your emails. But the most important thing is to be creative, understandable, and always focus on the interest of your customers, to motivate them to repeat their purchases and build loyalty.
Want to start impacting your guests with a killer email confirmation? Here are some recommendations in case you prefer to use a specialized guest communication tool. If you are looking a CRM for independent property managers, we recommend you to check https://stampede.ai/. On the other hand, if you are looking a CRM for a business we recommend you to take a look at https://airship.co.uk/ .
2. Make sure your web page and communications are mobile friendly
Today, more than 88% of adults use their smartphone on a daily basis. In a culture where reducing waiting time is essential, the smartphone becomes a key tool. Thanks to our smartphones, we can check the status of our reservation at the airport or in the cab, without having to take out our computer, and in less than 1 minute.
This trend is justified, and some statistics make us realize the importance of this detail. For example, according to Salesforce’s statistical reports, 57% of consumers say that it is extremely important and essential that companies have an easy-to-use mobile experience. So be sure to test all of your customer touchpoints to ensure they are mobile-friendly and improve your guests’ experience.
3. Connect with the Guest Pre-arrival
It’s important to connect with the guest pre-arrival. While you’re all set to welcome the guest, they may still be planning and preparing for the trip. An email from you can help them stay on track and serve as a reminder for them to carry all the necessary documentation. This is also a great time to give them a preview of what to expect, do upselling, send the online check-in link and share your excitement for welcoming them!
4. Automate Your Check-in
Technology has given rise to a new way of life, based on reducing the waiting time for each interaction and transaction. Everything has to be fast, efficient and smooth. As we said, the concept of waiting time is disappearing more and more among our customers.
Today’s customers walk to the rhythm of flexibility and convenience resulting in a culture of constant speed that has drastically changed the behavior but also the expectations of hotel guests. As research shows us, 75% of travelers are more likely to book an accommodation with online check-in. So, putting a big value on time saving and flexibility on the arrival time is a MUST!
It is therefore essential to think about automating the check-in process in order to reduce the waiting time and save time for your customers, without obviously affecting the quality of service. And that furthermore, will allow you to improve your customer experience.
So, get off on the right foot straight from the moment your guests step onto your property. Automate your hotel check-in experience and eliminate any unnecessary waiting. This not only allows your guests to enjoy their rooms sooner than later but lets them be in control of their own time.
5. Be Easy to Reach for a better guest experience
Travelers now demand from companies to have a customer service that is easy to reach and that solves their problems in record time. Related to some Salesforce Research, 80% of consumers say a company responding immediately when they reach out for help influences their loyalty. Also, 69% say a personalized customer experience is really important, so here are some ideas for creative deals.
It is therefore important to make yourself available to your guest pre-arrival, during their stay as well as after their departure. Communication is the key to building any good relationship and your relationship with your guest requires that you’re not only easy to reach but easy to communicate with. Timely responses with solution oriented answers will go a long way with your guest.
6. Be Resourceful
Each location has its own unique attractions. The task here is to well-know your destination’s top activities and be ready to answer all your guests’ questions.
By giving your guests additional information about the area, you will allow them to have a unique experience.
So, have your staff be the resident experts for all things local. Whether it’s local events, charming places in the surrounding area, local shops, landmarks near your property …be resourceful for your guests and help them!
For example, your guest may be looking for a local route to discover the destination – Easily build a route map to share with your guests. Offer them as free to use! Simply provide the link (or a QR code) to your guests and they will have all relevant local spots in their phone.
7. Free & Reliable Wi-Fi
This one’s self explanatory. No one likes crappy internet – especially in a hotel during a vacation. Free, reliable wi-fi throughout your property is a must! Make sure the Wi-Fi code is visible at the front desk without the name of queuing to ask for it. Add it on the elevator or the key card if they forgot to ask for it.
8. Cater the Experience to the Guest
Do they have special dietary needs? Are they allergic to something? Maybe they like their room to be a certain temperature or smell a certain way. There are many small and often inexpensive ways to make the experience specific to a guest. Ask them. Use your pre-arrival connection to find out how you can tailor their experience and enhance their stay.
All of these little details matter to the quality of their stay and their experience with you. Customers are extremely sensitive to these small personal touches. It shows them and makes them feel that they are unique, and that our only goal is to make their stay as comfortable as possible.
We can see this trend on this table from Salesforce, where we can see that the importance that customers attribute to these little touches, as well as the feeling of being treated as individuals and not as numbers, is extremely important to them.
9. Perks and Rewards
Perks and rewards are a very efficient way to enhance your guests’ experience.Whether it’s a loyalty program, or little perks offered throughout their stay – keep your guests excited about getting the most out of their stay. Find out if they’ll be celebrating a special occasion during their stay and you can offer little celebratory treats!
So, if you do not already have a loyalty system in place, it is important that you think about implementing one. The loyalty point system is an old and proven marketing technique. The confirmation email is the perfect opportunity to remind your customer of the number of points they have earned on their last booking and to encourage them to earn more points to benefit from various discounts or services. This helps to reinforce and reward customer loyalty.
10. Offer More
Everyone loves getting more than they paid for. A complimentary meal, a little upgrade, a cute welcome gift…guests love little freebies! You can even partner up with local businesses in your area to offer discount coupons and special rates!
There are different techniques to achieve the goal of improving the customer experience. Around this topic, an Upselling strategy around offering personalized experiences at an extra cost could be perfect for your business.
For example, add to the email offers of extra services that could improve your guests’ stay in your accommodation. This can be achieved by offering a taxi service, extra cleaning of the flat or early check-in and late check out options.
Download our Upselling free E-book now to discover more on this topic!
11. Create a Safe, Inclusive and Welcoming Space
Your hotel will be your guest’s ‘home’ during their stay. Make them feel like it by creating a safe, inclusive and welcoming space for everyone. Ensure your property is accessible, and welcome all guests with a warm, welcoming smile!
It is therefore essential that you succeed in creating a Safe, Inclusive and Welcoming Space, both in your hotel/apartment/campground, and in all the communications that you have with your customers. But it is also essential that you control how your guests feel. That is to say, measure their satisfaction, ask their opinion on how they value the service, etc… Customer feedback is essential, and it is gold for you, as it will be the most useful tool to improve your guest experience.
12. Mobile ordering & payment
Your guests need something from you but often do not really want to ask for it. Maybe due to the language barrier for instance. Make it easy for them to order and pay directly on their phone mobile ordering solution like storekit.com for your restaurant, bar, grocery store or room service. They can even pay online all charges related to the booking (Reservation, Upsells, Deposits, Tourist Taxes, etc) during online check-in. Discover here how online payments works!
