So you’ve acquired a new guest and they are arriving in the next couple of weeks. What are the next steps? How do you ensure that they will love their stay at your independent property? It starts with enhancing the guest’s in-house experience.
Here are some of our favorite strategies:
When a guest books at your hotel, try to find out a little more information about their trip. If it’s not possible to find information prior to their arrival, ask the guest at check-in why they are traveling, if they are celebrating anything, or if the trip is for business. Offer personalized service based on their responses. Are they just wanting to explore the area? Provide local recommendations and suggestions. Are they celebrating an anniversary or birthday? Send a complimentary dessert or beverage to their room. Personalizing their stay and follow up will make their desire to return even greater.
Packages are a great way to provide added value to your guests stay. Partner with local activity centers or trip add-on providers. That way, when a guests books with your hotel, they also have the opportunity to book additional amenities at a discounted cost. Learn more about package deals through IVH Travel.
Every traveler’s dream usually consists of waking up in a luxurious bed to a beautiful sunrise, with delicious room-service being wheeled in by a friendly hotel employee. In this day, some type of room-service is typically expected by guests. If you run a smaller hotel, try to operate room service only at specific hours to cut down operating costs. If your hotel isn’t able to provide room-service, make sure to inform your guests of eating and dining options close in proximity for their convenience.
Cleanliness and comfort go a long way in creating loyalty with guests and travelers. Ensure that your housekeeping staff is thorough and efficient with their work. Encourage guests to ask for additional items if needed, or ask for additional service. As you prioritize the guest and their desires, then occupancy will automatically increase as you drive loyalty.
Allowing your guests the opportunity to connect digitally and virtually is an amenity that will appeal to every type of traveler. Provide smart TVs in the room that let your guests connect to their favorite streaming accounts such as Netflix, Hulu or Amazon TV. Provide free wi-fi to provide a connected stay. Promote your social media accounts and encourage your guests to “check-in” on them throughout their stay.
As you enhance your guest experience you will help drive loyalty and repeat business at your independent property. Guests love to be wowed. Elevate your service and enhance their experience.
Learn more about solutions for independent hotels here