They say that service without hospitality is just a transaction. And the fact is that we forget good service, but we remember hospitality forever (Požgan, 2020). That’s why our top hospitality tips will definitely come in handy.
Have you ever experienced true five-star hospitality in any accommodation?
If you have, then you know what a difference it can make in the entire experience with that accommodation. The science of superior customer service and hospitality is unanimous:
- 70% of the shopping experience is based on how customers feel treated,
- 73% of companies or accommodation providers that have above-average guest service are more successful than their competitors,
- 24% of customers who get a good first impression at an accommodation will remain loyal to it for two years (Proxyclick.com, 2021).
Customer service is the foundation of tourism. Service is what makes or breaks it. Of course, the expectations of service consumers are changing – as is the market.
Below, we present some key hospitality tips on how to impress your guests during their stay, making them feel like kings. You know what they say: the guest is king (or at least they should think they are).
Listen to your guests
It is important to always listen to your guests. It is often said that guests are more receptive to the solution offered if we listen to them empathetically. In addition, by active listening, we avoid any misunderstandings. By active listening, we also ensure that guests’ expectations are clearly understood. Listening to guests also helps to provide a better and more innovative experience for them. Guests are the ones who benefit from our services or accommodations and know firsthand what (if anything) needs to be improved.
Take advantage of technology and impress your guests
Technology helps to shape the stay experience. It offers different ideas for hospitality to fellow guests. The introduction of AI in tourism promises many exciting things, from smart rooms to improved guest services. Instead of boring paper forms, send them an email with a simple and visual questionnaire about their stay experience. The possibilities for using technology are endless.
Create a great first impression and impress guests
Creating a great first experience is crucial in customer relations. It is the first thing that needs to be done to make a guest happy in a hotel or any organization.
It creates momentum that ensures that the guest receives all services positively. If the first impression in the guest’s mind is positive, they are often less likely to complain. Creating a great first impression is of great importance in the entire accommodation experience.
To make a great first impression when meeting a guest, there are a few things you should do:
- Making eye contact
- Positive body language
- A friendly smile can do wonders
- The right choice of words
- Active listening
- The right decor or tasteful furnishings
- A welcome gift or drink
The possibilities are endless and there are many ways to make a first impression.
Get feedback regularly and use it to build relationships
This is also crucial to continuing to impress your guests by improving your service standards.
Feedback and acting on it are some of the most important tips for guest service.
This can be tied into our point about consistency. It is very important to know how guests feel and whether or not they will return. If we are consistent in meeting expectations, guests are more likely to return.
Feedback is imperative, but it is also important to abandon the same old feedback forms. Feedback can actually be obtained without making it particularly burdensome for the guest. Technology helps us to connect comfortably with the customer at all possible touchpoints, as mentioned above.
Make guests feel special – let them be greeted with a small gift of attention
This point is very important in tourism. Accommodation is essentially selling a service. Guests will definitely take home experiences and memories, not physical products. Therefore, small attention such as local chocolate, a jar of homemade jam or a small wooden pendant from a local carpenter, will give them a wonderful welcome and a warm feeling of appreciation. Small attention can go a long way.
Therefore, it is important to make guests feel special. They will remember every moment when they felt special, and they will return to find the same memory and that warm feeling.
Be flexible and innovative in creating satisfaction for your guests
When working with people, you have to be very flexible. Guest service in tourism depends largely on flexibility and constant innovation. Many companies do not even bother to ensure that services are organized. However, flexibility is key to providing excellent guest service. Not every guest is the same, so there can be no standard practice. Adapting to each individual is important.
We understand that not everyone is the same and some of us need to learn innovation and hospitality skills. However, it is worth investing some extra effort and time to educate ourselves and our employees. Polna hiška teaches its hosts hospitality skills and educates them on this topic.
Excellent guest service is the secret to success and the most important component of any type of business.
Pay special attention to children and the elderly
If children like the place, guests will definitely return. Children should not be bored. Set up some video games in the room for bad weather, board games or cards, have a bike or scooter available, if you have an outdoor space, a basketball hoop, slide or sandbox is a great idea. Children are also always happy about animals. Let them be greeted by a furry friend, eager to play.
Use new ways to impress guests during their stay
All hosts need to be consistent.
People are brand-conscious, so guest service should always be in line with the brand. For example: repeat guests of the best hotel chains are more brand-conscious and consistent in their service.
Whether it’s a warm cookie upon check-in, a popular coconut welcome drink, a map of the area on the shelf, or a bottle of wine in the fridge, consistency is the key to customer loyalty.
That’s why we suggest some tried-and-true service tips that summarize the activities described above and will quickly impress your guests – these are our top hospitality tips:
- Complimentary services – always try to provide something more than promised. It will definitely impress your guests.
- Addressing guests by name always makes a special impression.
- Sending thank-you notes will make your guests feel even more special.
- Offer your guests a free meal or a bottle of wine – something extra always makes your guests happy.
- Be pet-friendly or at least have a few rooms for guests with canine friends.
- Offer a free half-day tour – after all, they’ll remember the experience.
- If it’s not too much work, don’t shy away from upgrading your guest rooms. They’ll love it.
- Keep track of birthdays and anniversaries and send special offers.
- Stay in touch and make your guests feel special with unobtrusive and occasional emails.
- Communicate with your guests at all times.
- It’s important to use words like thank you, sorry, please, etc.
- Respond quickly to guest requests with prompt service.
- Always make guests feel valued.
- Listen to feedback and strive for improvement.
- It’s often said that organizations need to take care of their employees, and they will take care of their guests.
Conclusion on our top hospitality tips
What makes our houses really special are the people, our hosts, who are happy to welcome guests and make them feel at home. For those who are not so skilled in such tricks, Polna hiška also advises them on tourism, possible improvements and hospitality as part of its services. We take care of everything.
Tourism is an activity where hospitality should be a priority and the main value, so we try to ensure that our guests return satisfied and smiling.
We hope that our top hospitality tips for providing excellent service will be useful to you and provide your guests with a nice experience.
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