Ways for hotels to ensure guests have a pleasant stay
Whether they have splashed out on a suite in a five-star resort or have booked more budget-friendly accommodation, all hotel guests will expect to have a pleasant and relaxing stay.
Of course, providing spacious rooms and soft beds are two basic steps to ensure guests will have a pleasant and relaxing stay, but in order to gain repeat custom you will have to look beyond these basics and offer value-added services.
Provide an array of services
By offering a range of amenities beyond the essential clean sleeping area, you can be confident of ensuring guests are comfortable for the duration of their stay. Bed and breakfasts in particular should look to provide a home away from home experience, which can be done by offering cooked breakfasts in the morning and having free tea and coffee in people’s rooms. Placing complimentary packets of mints or chocolates on customers’ pillows is also likely to be appreciated.
If you find that a lot of guests who stay at your hotel are travelling on business, consider offering free Wi-Fi and conference rooms to give these guests a convenient place to hold meetings with clients.
Listen to your guests
You might think it ought to go without saying, but if you don’t listen to your guests’ opinions about the standard of accommodation and other services you offer, you can never be completely certain if they have had a pleasant stay and will want to come back to you in the future.
One easy way to obtain feedback is simply to ensure that your reception staff ask each customer that comes to check-out if they enjoyed their stay and if there was anything that could be done to improve it. Alternatively, you may want to distribute forms for guests to fill out before they leave. That way, you will have an instant record of their views that you can look at and share among the senior management team.
Of course, it’s important to take onboard all feedback provided – whether it is critical or complimentary – and incorporate it into your business strategy going forward. You might find that only relatively minor changes need to be made in order to significantly improve customers’ overall experience of your hotel.
If people have particularly enjoyed their time at your hotel, it’s a good idea to ask them to leave a comment on one of your social media pages explaining what they liked about it. That way, other people can learn more about the great range of services you provide.
Before they go, give guests a gift as a token of your appreciation for choosing to stay at your hotel. Even something as small as a pen or a packet of mints is likely to be cherished and could help guests recommend your hotel to their friends and family.
As you can see, there are many ways that those working in the hotel industry can ensure their guests have a relaxing stay and are inclined to book a room with their organisation again in the future. You can read more about the kinds of products that make for suitable gifts by clicking here, but what steps are you taking to guarantee your guests are comfortable? Leave a comment below and let us know.