How to Create an Awesome Guest Experience at Your Hotel



Nothing speaks about the quality of a hotel than the guest experience it provides. A great experience means a happy guest, and happy guests are good for business. Meanwhile, an unhappy guest writing one negative review could hurt your hotel more than the positive ones help you.

Any location has a number of hotels for a variety of requirements and budgets. Your hotel is probably one of the many hotels in your area. So, what makes you different?

Why would a customer choose your hotel above anything else?

The difference is the experience. The experience will set you apart and bring you more customers.

Now that you know the importance of an awesome guest experience, here's how you can create it at your hotel:

  1. Offer Discounts & Make Booking Easy

Offer discounts on your website, promote them on social media and partner with OTAs to offer affordable stays as well. Make your booking process as user-friendly and simplistic as possible. A customer booking a room on your website should be happy from the get go.

  1. Reach Out Personally Prior to Stay

Once you receive a booking, reach out to your guest personally either via email or phone. Connect in a friendly manner, addressing them by their name, and ask them their special requirements, if any. This creates a relationship with the guest which can go a long way.

  1. Offer Pickup & Drop Service

Pretty self-explanatory. Also offer taxi services to ferry them around town. If you have the facilities in-house, great. Else, partner with a local taxi agency to do the job.

  1. Manage Early and Late Check-Ins

Sometimes, people's travel times are not under their control. Show that you are not another obstacle during their trip by managing early or late check-ins without hassle.

  1. Welcome them with a Smile and a Small Gift

A smile and a friendly nature go a long way in making customers feel at peace. Leave a small gift in their room - maybe a bottle of wine, or a welcome card and flowers or a free or discounted pass to an attraction close to the hotel. The possibilities are endless - all of them sure to bring a smile to the face of your customers.

  1. Treat Them Like Family

Be friendly. Be cooperative. There's no better way to make a guest feel at home than to treat them like your own family. Relationships in any business are vital to the business’ success, and hotels are no different.

  1. Act-On Every Request Promptly

Customers tend to have a number of requests. Listen to all of them carefully. Try to make them work as much as possible, and if you cannot, try to do the best you can. Customers like prompt service, and they like things going their way even better.

Woodstock Digital knows what makes a hotel work. We help transform your hotel experience to make customers coming back again and again, often with newer customers.

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