Let me state from the start that I love the hospitality industry, always have and always will.
With a steady stream of new hotels continuously coming onto the market, it means that the proverbial cake is to be sliced into ever thinner and thinner slices: This, in turn, causes the hospitality industry to focus more on getting their sales teams to create more business, constantly adding pressure to increase sales and thus revenue. In fact, most of the training that is presented to the sales teams is all about this; how to increase revenue. Having been in the hotel industry and specifically in the sales department, I speak from experience.
However, I have come to realise that one very crucial and critical element is totally being overlooked, and this seemingly insignificant element can make a major difference to any hotel and its market share: I call it:
The Guest Experience.
Let’s face it, no guests, no business.
From the moment the guest arrives at your hotel, an expectation is created: its either going to be a great experience, or its going to be a disappointing experience. Either way it will make an impression on your guest and ultimately reflect in the occupancy and revenue of your hotel.
It’s the smallest details that makes the difference to your guest’s experience:
The welcoming, warm friendly greeting from your Concierge
The efficient and quick check in by your welcoming Reception Team
The manner in which the guest is made familiar in the room with the variety of remotes, explaining all the amenities your hotel has to offer and addressing the guest by name etc.
The Restaurant Team greeting the guest, taking time to ask if their room is to their liking, do they need anything etc.
The bottom line is that once a guest’s experience has not been good, you can know for sure it will be broadcast via social media, and you will lose your guest to your competitor. Your guests wants to feel welcome, to be well treated, and to have a great guest experience. You, as the hotelier, want your guests to be repeat guests, spending their money in your establishment.
