Assess which areas of your property need improvement and increased precautions. Combining your services with that of another tourist attraction in the area is a surefire way to add value to your packages. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. As customer demands grow, so does the complexity of delivering an experience they’ll be happy with. Your hospitality will include a warm greeting and some questions to get to know the guest better. For instance a ‘bucket list’ package might include a selection of passes or discounts to the absolute must-sees of the local area. trivago Hotel Price Index; trivago Hotel Technology; You are at: Home » Hospitality & Guest Experience » 10 Super Simple Ways to Improve the Guest Experience. Hotels must become more open to conversation. Communication with guests needs to be multifaceted if your hotel is going to please everyone. Guest Services in Hospitality Industry 1. The short answer is no. You can immediately enter into conversation through an app, allowing guests to clarify details or make requests while you can offer guests special deals and promotions or ask for feedback. While in some cases it can be subtle, sometimes it means the world to a guest. When unsure about your design, rely on these conventions to make the customer feel more comfortable. It’s the perfect time to connect with local companies to broaden your offering. Being detail-oriented and possessing the ability to work closely in teams also contribute to the success of this position. Introduce them to local and cultural experiences – Attract leisure travellers by including local culture and authentic experiences. They might keep a log of these complaints and resolutions. This is what the Internet of Things (IoT) offers, with experts estimating around 30 billion objects making up the network in 2020. Use social media and other communication modes – text messages, WhatsApp, phone calls and more to create a rapport which grows into a relationship. The best strategy is to get as many return customers as possible and unlock unique rewards through your app. You should offer plenty of information and value on nearby attractions, classes, and restaurants celebrating regional culture. Already, IoT products like LED lighting, automated curtains, temperature control, virtual concierge, smart TVs, and more are changing the way guests navigate their hotel stay. A successful Guest Relation Officer must complete various tasks to meet all relevant job expectations. June 2018 No Comments. By taking a proactive approach, your reputation will remain positive. If your property isn’t in a tourism hotspot, create your own experiences which you can sell as add ons during the checkout phase on your website. But with a ‘set-menu’ of choices when booking a hotel, the likelihood of them being 100% satisfied with their stay is rather slim. Try to support the promotion of those activities and ask your hotel’s staff for their own favourites from the list. What are some of the core duties performed by a Guest Relation Officer? During COVID-19 you may need to be prepared to host more frequent social events to accommodate a smaller number of guests who want to gather together. Those in the lowest 10% earn $28,300 annually, while those at the upper end of the pay range can realize a median annual wage of $94,330. Get the latest trends and advice delivered straight to your inbox, 3 keys to an effective hotel distribution strategy, How to increase your hotel’s occupancy rate, Effective revenue management strategies for hotels, 20 important things hoteliers should know to attract corporate guests and bookings, Essential strategies to increase your hotel room sales. You don’t have to be located in one of the destinations where TripAdvisor or Airbnb list their top experiences. Overcrowding should be avoided at all costs as many guests will be concerned about this – and it will likely be illegal. This system has been built upon the desires of consumers. Identify them. Your direct booking engine or online reservation system should empower customers to explore extras such as guest experiences. Integrating your guest loyalty program into your mobile app will allow guests to more easily collect points, earn rewards, and claim their benefits. Focus on your website’s utility-value and on the content you offer. Mobile capability – More than 50% of travellers are booking their hotel using a smartphone. Amanda Basse, an Outreach Coordinator for Laguna Beach House Hotel, told us that “guest relations is a combination of an art and science.” We spoke with Basse, as well as Nicholas Webb, an author and customer service consultant, about being a Guest Relation Officer. When it comes to booking your hotel, they expect to be able to easily check their details and interact with your hotel instantly through an app rather than by email, phone, or web browser. Excelling at guest relations means creating an experience for your guest. Basse: The best part about my job is seeing happy guests who return to stay with us. Sell smart using an intuitive booking engine Both inspire and feed each other through demand, expectation, and satisfaction. Sensors are already hugely popular, replacing buttons, handles, or other traditional mechanisms to enter rooms or operate devices. A good start is to be very clear and objective about the accomodation structure and amenities, as well as about the terms and conditions for payments and cancellations. However, optimising the guest experience and ensuring guest expectations are met is a constantly evolving challenge for hoteliers. The insights these two individuals shared with us appear below. Chatbots In contemporary society, hotels are facing complex distribution, pricing, and guest contentment challenges – and that’s before COVID-19 hit! Encourage guests to post about their experiences online, or ask if you can share their comments. So it’s no surprise, then, that some of the technology industry’s best-loved platforms have historically centred around chatting. Your website’s main goal is to generate bookings for your property, so you must consider if you’re offering all the information your guests need prior to making a reservation. Being approachable and easy to communicate with throughout the entire journey will be much appreciated by guests. Intuitively, when navigating on a website for the first time, we tend to know more or less where everything should be. In reality, the process of purchasing a hotel room has been a very limited one. that the guest enrolled in the hotel group’s loyalty program at some point. It’s important to put together a solid, proactive action plan that redefines the guest journey if you’re going to come out on top after the dust settles.
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