When is the last time a hotel guest complimented you for an unforgettable experience at your hotel? Can you remember what you did or said to make that client rave about your services?
If you are looking to boost your hotel room occupancy, you need to attract and retain guests. The problem, however, is that there are many other hotels competing for the same clients. To get them to choose you over the competition, you need to leave a lasting impression in their minds.
Below are three ways you can make a lasting impression on your guests.
1. Become Them
To leave a lasting impression on your guests, put yourself in their minds. Feel how they feel, think their thoughts, see what they see and do what they would do. In a word, you need to become them; and then see the world through their eyes. The only thing you should be concerned about is the comfort and happiness of your hotel guests. If you can simulate how they feel, how they act, their perceptions and thought pattern, you can provide a service guaranteed to leave a lasting impression.
2. Smile; It Costs You Nothing
The best things in life are free. Nothing makes a lasting impression better than a genuine heartfelt smile. A guest may forget many things, but they will not forget a genuine infectious smile. It costs you nothing, but its dividends are priceless!
3. Sweat the Small Stuff
To impress guests, the little things matter the most. As guests saunter into your hotel lobby, let them sample a touch of luxury accentuated by small bites along the way. Treat them like the VIPs they are and spoil them with a luxury they will never forget. To make a lasting impression, sweat the small stuff.
4. Spoil Them
By choosing your hotel, guests are giving you a chance to impress them. Do not disappoint. Go out of your way and treat them like royalty. Once they feel and see your commitment to making them comfortable and relaxed, they will make a mental note to return.
5. Let Your Enthusiasm Show
Nothing turns a guest off more than blank stares from hotel staff. Do not let this happen to your guests. Instead, let them see how excited you are to see them. Be genuinely enthusiastic and go out of your way to make them feel welcome.
6. Respond to Complaints Immediately
One of the things that hotel guests remember is how swiftly you addressed their complaints. They understand that no service can be 100% perfect. They are therefore willing to cut you some slack, especially if they feel you addressed their complaints comprehensively and swiftly.
7. Provide Luxurious Amenities
Guests love luxurious amenities such as luxury edibles, soaps, shower caps, etc. These amenities enhance your guest's overall experience.
To make a lasting impression on your hotel guests, be prepared to do what your competition is not doing. Do not spare expenses in providing elegantly designed hotel amenities for that memorable experience. If you treat your guests like royalty, they will remember you for a long time.