Hotels can sometimes seem like wonderful places that let us forget about our daily worries. When hoteliers and the staff set out on a mission to make their guest's visits as memorable as possible, they come up with the most amazing and innovative ideas. This list proves that some of them really found the secret to success, and their results don't lie.
Whether they give out personalized freebies, remember to congratulate guests on their birthday, or simply offer a dose of refreshing light humor, such customer care goes a long way. Usually, all it takes to make people happy is coming across the simplest gestures and acts of kindness that make them smile. For many of us, these are the experiences that encourage us to take out our phones, capture all these pleasant surprises, and share our feedback with everyone online.
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However, while we enjoy our lovely stay, people in the field know how tough this industry can be. Hoteliers want to be proud of what they do and want to make their guests return to their place over and over again, and that means spending time and effort to go the extra mile and continuously looking for new ways to stand out from their competitors.
Moreover, there’s an abundance of demands and etiquette rules hotel staff need to follow to make their visitors feel special. For example, prioritizing their requests is definitely at the top of the list. Workers are also often encouraged to offer friendly and welcoming touches to the customers’ experience, like offering luxurious crisp sheets or asking about their preferences around the in-room experience. Plus, guests often wish that the staff would anticipate their needs before they even voice them aloud — and these are just a few of the things people in the industry need to consider daily.
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But while we’re used to seeing hotel employees looking all professional, the rules of hospitality are changing. Today, personalization seems to be the thing everyone in the travel industry is talking about. It can be anything from knowing the guest’s name when they approach the staff to specifically tailored offers that speak directly to the visitor.
"Clearly, personalization is where things should be going," Robert Cole, founder of RockCheetah, a hospitality and travel technology consulting firm, told PhocusWire. "The bottom line is to make it all about the guest and the guest experience, what they want to accomplish on their trip to their destination, and how the hotel can make that a better experience," he added.
"There are so many opportunities for hotels to facilitate everything that guests could do, which should mean a greater share of wallet for the hotel and higher satisfaction levels, and surprise and delight, for the guests. That’s the great opportunity and that’s what drives customer lifetime value," Cole noted the possibilities that personalization can add to both hotels and their visitors.
"The best relationship to have with your guests is to make sure you can nurture the experience for them. Just asking those questions—why are you staying and how can we help you—is everything," he said.
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Dr. Gabor Forgacs, an associate professor at Ted Rogers School of Hospitality and Tourism Management at Ryerson University, Canada, earlier told Bored Panda that if hoteliers want to make their business truly unique, they have to think about many different factors to achieve this distinction. "On top of the physical parts (e.g. location, size, architecture, design and furniture), the intangibles need to fall into place seamlessly and that is a tall order."
The professor highlighted the details that need to be considered: "The colors, sounds, scents plus the ambiance are all perfectly lined up: what background music is playing, what designer aroma is in the air and have toiletries scented with; the choice of fabric for carpet, curtains and upholstery; the tone and level of voice of staff as they greet guests and communicate without judging requests or behaviors, etc."
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While these things could make the guests want to grace the hotel’s doorstep again, the main reason a person would return to the place is if they left with good memories, Dr. Forgacs argued.
"Not necessarily a gold plated doorknob or the extra skirt hangers in the closet; best memories are created through interaction with people. If service excellence exceeds expectations, guests always remember that."
"Following up is a secret weapon," he explained. "Comping, offering a discount or an upgrade for a mishap is what a typical hotel would do. The better ones will always follow up with the guest and on top of a remedy, tell their plan how the mistake will be prevented from happening again."
