Human connection in hospitality has become the key to success. Personalization is the name of the game and should be at the forefront of every brand’s game plan. Creating unique experiences, focusing on individual needs and preferences, and tailoring services make for an exceptional and unforgettable stay.
The one solution to increase brand retention, differentiate from the competition, increase sales and revenue, and grow the hospitality brand, is to enhance guest experience. Today, positive customer reviews are significant drivers in increasing traffic.
It is important to note that a seamless experience through all touchpoints is crucial to impress and generate superior customer satisfaction for your brand. It starts when they make a reservation and is complete even after their departure. To consider it a win, the hospitality group needs to stay in the mind of a guest and push them to repeat the experience.
So, how to craft unique personalized experiences? We explore a few ideas.
In-Room Personalisation
Adding a personal touch to a guest’s room is one of the most effective ways to customize an experience. Small, but thoughtful gestures, like a personal note or a turndown gift, go a long way in creating a positive impression. Also, services like customized lighting, selection of pillows and blankets, personalized food and beverage options, and activities curated as per a guest’s preference, elevate the sense of an individually tailored experience.
Smart Room Technology
Most high-profile chains are using technology to create an enhanced guest experience. Smart keys allow guests to open room doors using their phones, while remote-operated lights and messaging options for in-room services add another layer of convenience. QR codes to access menus and other services have become regular at hotel properties. It is also crucial to note that some guests may still prefer the more traditional options. Thus, at the time of check-in, guests should be given the opportunity to choose the amenities they prefer during their stay.
The rewards and review game
In the age of digitization and social media exposure, online reviews play a huge part in attracting customers. Convenient navigation through the hotel website and a reward-based program also add to the guest experience. It may be a good idea to offer guests rewards based on positive reviews. It can range from additional discounts to complimentary meals or room upgrades. Customers tend to appreciate and mention additional offers or services while reviewing a property. While a good review can fetch you guests, a bad one can deter potential new clients.
The Data Vault
Customer data is at a premium in today’s economy. For any successful venture, it is important to preserve information. It also goes a long way in successfully creating personalized experiences when you have a data bank with information on what customers like. Every hotel needs an effective customer relationship management (CRM) and property management system (PMS) in place.
Sustainability
Giving guests a sustainable choice serves the dual purpose of protecting the environment, and showing the guests that the hotel cares. This can be achieved by providing options for the frequency of towel and linen changes.
Staff Care
An enhanced and memorable personalized experience cannot be achieved without the support of a dedicated staff. Regular staff training and workshops to analyze and comprehend the need for personalization are essential. It is also important for hotels to look after the well-being of their employees and provide incentives to those who excel.
Also Read: Best Holiday Places in India
Focus on Hygiene
While the thought of personalization counts for a lot, it must be complemented by clean and hygienic living space. Spick and span guest rooms, as well as common areas, lobby, and reception, are the bare minimums for a reputable hospitality brand. If you want good feedback, focus on hygiene and cleanliness.
With changing times, the expectations of guests have evolved. The Lalit Suri Hospitality School focuses on teaching individuals who understand current trends and market demands.
We help lay the foundation with the basics of customer service and elevate the learning with better development of skills and knowledge. We groom rising stars who possess efficiency, and finesse, and enjoy their work. We provide a ticket to fast-track your hospitality career goals.
