Hotel Guests’ Promises – whether checking into a five-star hotel or a rental home, it’s likely that your guests have already made assumptions about the level of service and amenities they may expect. No matter the budget or the amount of time spent looking for a house that perfectly suits their demands, the bar is typically set high.
Most hotels are proficient at marketing. They advertise in the ideal places and use the appropriate slogans. A brand’s development, however, involves more than just a marketing plan. Customers will have specific expectations about the kind of experience they would have if they stay at the hotel due to the nature of its brand. This is a noble action, theoretically speaking. However, visitors are likely to feel let down if the encounter falls short of their expectations. In other words, the guests believe that the hotel has betrayed their trust by failing to uphold its reputation.
Unfortunately, more often than hotel management may realize, this occurs. Too frequently, hotels make claims that they are unable to fulfill because of flaws in how they conduct their everyday business. The results may be extremely detrimental, alienating clients and gradually eroding the carefully built brand. So the question is, how do you avoid such issues?
Your promise to customers on the quality of the services you provide is crucial as a business owner, manager, or specialist. A lot needs to be done in this direction. Don’t forget that customers are the primary reason you are in business and that there would be no business without them. A particular, measurable, acceptable, reasonable, time-bound, and proportionate service delivery guarantee must be made to guests. Check out similar articles.
Following are some guidelines for how to treat your visitors:
Hotel Guests’ Promises | Walking the Talk
Your promise: To treat every visitor in the same manner as you would wish to be treated.
- Your interactions with visitors will affect how they react to you. For instance, even the most irate guest will react in a calmer, less angry manner if you are kind and helpful, and your kindness may be remembered for years to come.
- Keep in mind that even if you’re “having a bad day,” you choose your conduct.
- During many interactions with visitors, there will be a crucial point where something must be said or done in a very challenging situation. Then comes the “moment of truth” in terms of your response. Do you become upset with your guests, for example, or do you try to work things out?
- How you behave toward a guest can make or break the relationship.
- Keep an eye on what’s happening around you, even if you’re busy or in a line. Look up from your work when visitors are nearby or are coming toward you. Smile at them.
- Whenever you come across a guest on the hotel grounds, either verbally or visibly recognize their presence. For instance, turn to face the visitor and use their name. Each visitor should be treated as an individual who is special and unique. Check out similar blog posts.
Hotel Guests’ Promises | Verbally Thank Visitors
- When you first see them, speak to them as quickly as you can. Always use their name and apologize for any delays.
- Let them know you’ve been paying attention by perhaps echoing the issue they’ve just mentioned. “Yes, Mrs. Mwangi, I’m sorry to hear about your delayed flight. Please allow me to make you as comfortable as I can in a dayroom. Use his name – it’s the most crucial word for him.
- Verify that you comprehend the visitor’s problems, and offer an option whenever practical. “Would you like to eat lunch in the main restaurant, beside the pool, in our seafood restaurant, or do you prefer to have room service?” is one example.
- Confirm any follow-up on the agreement you have made at the conclusion of a conversation.
Visually Thank Visitors
- Approach the person with courtesy and attention, but avoid staring. The worst thing you can do is act like they aren’t there by physically ignoring them.
- When conversing with visitors, keep eye contact and mention their names subtly and naturally. To someone, the sound of their name is priceless.
- To demonstrate that you are paying attention while interacting with a guest, take notes if necessary. Lean forward, smile, and make open movements as examples of friendly body language.
- After assisting a guest with something, introduce yourself and inquire as to if they require any further assistance.
- Make contact with somebody who can assist you right away if you learn of a visitor need that you are unable to address directly. Make sure you let the visitor know who is handling the request and when it will be resolved. Make sure you are knowledgeable on both your department’s specifics and the amenities and services offered by the hotel.
- When customers ask you for directions within the hotel, go beyond merely pointing them in the right direction. Offer to accompany them to their destination after taking the first few steps with them.
- Make an effort to foresee your visitors’ needs and to meet them before they ever ask.
- Don’t put up any physical obstacles between you and your visitors. Stepping away from your workstation or desk is far more courteous (if possible).
- As you interact with guests, offer little-noticed extras like compliments or services. (For instance, you could inquire about a guest about their journey.)
- Whether guests are in their rooms, always check to see if it is an excellent time to enter.
- When possible, kindly hold doors and elevators open for visitors.
Be Prepared and Aware
- You represent the hotel, so it’s crucial that you always look your best.
- All staff should be knowledgeable about all chain hotels and lodges operated by the group, be able to explain them and be able to connect visitors with sales personnel who can provide them with further information.
- Always be on the alert for “strange characters” and let your manager or the security guard know about them. Know what to do in an emergency when there is a power outage, a security danger, or a visitor who is ill.
Hotel Guests’ Promises | The Conclusion
“Hospitality managers must put forth a lot of effort to guarantee that clients receive what they were promised in advertising materials that influenced their facility selection, as failing to do so may negatively affect clients’ experiences and expectations in the venue.”
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