Personal service extends beyond staff and guest contact. A chocolate left on the pillow is an appreciated gesture but some hotels are going one step further. They are personalizing the chocolate wrapper by using a simple app to print the guest’s name on it, along with a friendly message. Housekeeping, room service and maintenance staff all contribute to a guest’s sense of importance. Online reviews are rife with comments, good and bad, concerning staff. It is relatively simple to foster positive comments with a responsive, welltrained workforce alert to opportunities to impress the guests. You can make guests feel special in a variety of ways. The impression starts with the way they are greeted on arrival, and the subsequent attitude of staff in every aspect of interaction. There are two ways to keep your hotel in a guest’s memory long after they have left. One is through outstanding personal service and the other is by offering a room that delivers an experience unlike anything they’ve previously enjoyed. Guests today want more than standard hotel amenities and good views. To make their stay truly memorable, it is necessary for the room itself to excite them. Some hotel are fortunate to be in the perfect location. Their guests may enjoy gazing from their room at magnificent snowcapped mountains or across a white sandy beach, lapped by clear blue sea. However, it is possible to dazzle your guests even when they can’t throw back the curtains to a spectacular view.
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