In the hotel sector there are as many expectations as there are guests. We must not lose sight, however, of some essential elements to provide a successful stay.
Warm welcome
From the moment a guest sets foot in a hotel he needs to feel that his arrival is anticipated. “A warm welcome begins with a ‘hello’ from all staff, to immediate care and cleanliness of the establishment, and so on,” says Marjolaine de Sa, executive director of the Association hôtelière de la région de Québec.
Smile… at all times
While it’s true that everyone’s work has to be irreproachable, it also must be done in a pleasant and friendly manner. “Otherwise, the experience may be unpleasant,” points out Xavier Gret, director of the Association Hôtellerie Québec. “You have to promote the well-being before the know-how. In hospitality, we want nice, smiling people who know how to interact with the guests.”
Hyperpersonalize the experience
Hyperpersonalization is the new trend in the hotel sector. “Many people are looking for a unique experience, the little extra that will make a difference,” explains Xavier Gret.
Every detail counts! “In addition to the gum, spa and dining experience, it involves attention to details such as chocolates on the pillow, a call upon arrival in the room to see if everything is perfect, personalized suggestions for restaurants and activities, a simple connection for business guests, etc.,” adds Marjolaine de Sa.
Being connected
The guest experience begins well before they arrive. “It’s important for any hotel to be present on the web, especially knowing that guests can go so far as to choose another if it’s not possible to book online,” says Xavier Gret. “There is a big gap between the latest technology and getting back to basics. People want to be supported at every level.”
“Staff must then master the available tools in order to better serve the guests throughout their stay,” says Marjolaine de Sa. “This includes emails, social media, text messaging and other communication facilitators. The stay will be simpler and more enjoyable!”
Do not neglect checkout
A common but annoying pitfall is thinking that the reception phase is more important than the departure. “It’s a mistake that could lose a customer!,” warns Xavier Gret. “It’s very important to say ‘goodbye’ with a smile, take notes for the next stay, ask for comments to avoid negative criticisms on TripAdvisor, for example…”