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Kacey Bradley | July 24, 2019
By Kacey Bradley
Half the fun of working in the hospitality industry is that you never know who is going to walk into your hotel. This is an especially exciting scenario when you’ve gone out of your way to ensure that a stay at your accommodation will be suitable for all the guests who visit.
Of course, doing the same sounds intimidating, but it doesn’t have to be. Here are some easy ways to go beyond that for anyone checking into your hotel:
1. Always correct mistakes with haste
First and foremost, you have to put the customer first. Imagine, for example, that they made a request in their reservation that you forgot when finalizing the reservation. Your best bet is to resolve the issue immediately. If you can’t, provide your guests with freebies, free services, or upgrades during their stay. That way, they’ll know you enjoy their business and their stay with you. If you do a big thing to fix your mistake, you probably won’t lose it as a future customer.
2. Anticipate their questions
If a customer shows up at the concierge at 4 p.m., what can they want? You can assume that they are looking for dinner arrangements or perhaps entertainment for the evening. By asking them a related question immediately, you will impress them with your foresight.
Of course, you cannot deal with such requests without proper planning and research. Make sure you have a list of places to eat nearby and know what each has to offer. This way you don’t send a family with young children to a restaurant inappropriate for their age, for example.
The fanciest hotels have even more extravagant extras available to their guests. For example, the St. Regis in Beverly Hills has Bentley service, where customers can hire the merry-go-round to cruise around Hollywood. Having the keys ready for the VIP guests would make all the impression.
3. Accept their mail
Customers coming to your hotel on business may need to be handed an important document, and it is your job to accept mail when it arrives. Allowing visitors to trust your front desk staff for such questions will set you apart from the rest of their accommodation options.
Of course, this rings true in more than one way. Maybe someone who is not staying at your hotel would like to send a special gift through you to a loved one who is there. Again, all you can do is accommodate such a request, if they want to send flowers, a bottle of champagne or some other candy.
4. Choose a welcome gift
On that note, you might want to consider preparing a welcome gift with which you will greet your guests or, at the very least, VIP customers. Many hotels are already doing this and the freebies they offer go beyond the ordinary. Hotel de Crillon in Paris provides stuffed animals and coloring books for kids. You can paint on the easel in your room that awaits you after registration in the Artesana private residences in Rosewood San Miguel de Allende. Even something as simple as a box of chocolate or a bottle of wine can do the trick.
5. Go beyond the basics
You can hang this towel in the bathroom or make it a little piece of art that is sure to delight your guests. Disney hotels folded towel animals for their customers for years, and many other cruise lines and hotels have followed suit. It’s a small gesture, but it’s one your guests will remember, whether they are children or children at heart. The photos they share of the towel swan or hanging monkey might also spark their friends’ interest to stay with you.
Of course, you don’t have to stick to the towels. Can you put the toiletries in an eye-catching shape? Can you arrange the guests’ stuffed animals on the bed so that they look like they’re lying around when the humans leave? There is certainly something clever to do to surprise your guests when they return to the room.
If whimsical entertainment isn’t your hotel’s MO, don’t worry, you can still make a good impression by going beyond something simple. For example, some valets will wipe down a car’s dashboard or rinse it quickly before returning it to the owner. Again, this is not a huge task, but it is something that will leave a good impression on the customer who handed you their keys.
Fit them all
No matter who is staying with you, it’s easy to make their visit enjoyable. The above are just a few ways to exceed your guests’ expectations and keep them coming back time and time again for the same exceptional service.
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