One of the clearest goals for a hotel manager is to ensure that the hotels he or she manages or represents not only meet the expectations of the guest but also dazzle them, so that they do not want to stay in any hotel other than this one. But how to dazzle the guest? Certainly, it is not an easy task, for that one of the main keys is to know how to interpret the signs of what they like, that will allow us to give them more than expected, to give 110%, which will be what they will remember when they leave.
Some of the ideas that can be the key to better hospitality are:
- Charge less than expected.
- Give a gift for no reason.
- Invite a complimentary drink.
- Promise in five days and deliver in three.
- Give someone an opportunity that is usually out of their reach.
- Share your knowledge with someone who could benefit you.
- Give a handmade gift instead of something that might as well be bought in a shop.
- Give things away for free, rather than selling them.
- Be kind to someone who is not in a position to help you.
- Help with a need, even if it’s not strictly your job.
- Send a handwritten thank you note instead of a printed message.
- Add value to the customer, without charging for it.
- Be honest with your client to protect them from being taken by surprise.
- Send a note to someone who could use a little encouragement.
- Reach out to talk to a person who seems shy.
- Ask, “How can I help you?” (And then move on).
- Send a copy of a photo to the person in it.
- Admit when you are wrong and offer a sincere apology.
- Celebrate other people’s victories.
- Keep your word, even if things have changed since you made the promise.
- Offer to help before you are asked.
As many holiday home managers who are experts in hospitality management point out, going beyond initial expectations is a job that is accomplished by many acts, not just one specific act, day in and day out, showing the guest that you really care, that you care about them and that you always want them to come back. This will demonstrate your professionalism and will speak highly of the place you manage.
At Chekin, we offer you an online check-in tool. Where your guests can complete the register form quickly and easily before their arrival at the accommodation. In addition, we have a biometric match system that allows you to verify the identity of your guests remotely. Find out more about our tool here.
