Reception Academy explains what makes a perfect hotel experience!

Give guests more control

Increasingly, guests want to feel in control of their travels. It begins when they start researching and booking a stay, but they want that sense of control to continue throughout their travel lifecycle.

Whether that means allowing guests to select a specific room location or use their smartphones to request room service, the secret is putting the power at their fingertips.

Focus on the service

Service is at the core value of the hotel industry, and hotels need to make guests feel as welcome as possible. This focus on service extends from the staff on the front desk and housekeeping, through to sales and every other team member working at the hotel.

Remember: it’s not what you say, but how you make people feel. You can make guests feel special without going over the top – it could be as simple as offering late check-out or a complimentary drink on arrival. The simple truth is that the more you can make a guest feel cared for, respected and appreciated, the more likely they will book again.

Use social media to everyone’s advantage

Giving guests the perfect hotel experience will hopefully translate into positive online reviews once their stay is complete. Last year, there were 600 million reviews and opinions posted on TripAdvisor. As millennials’ travel activity continues to rise, this figure will only increase.

It’s vital that hotels respond to this social media commentary, differentiating between advocates and critics. You can reward advocates with recognition or promotions, and listen to complaints from critics and address the points they raise. Use this information to build on the overall hotel experience.

Embrace technology to create a personal experience

How hoteliers use technology depends on the size, budget and location of the hotel. Technology provides a way for hotels to both operate efficiently and scale at the same time as providing individualised service.

According to research, guests are generally comfortable sharing information about themselves, such as food, entertainment and activities. Technology turns this data into valuable insight to give guests exactly what they want.

Every hotel should be constantly working to improve the guest experience. Hospitality is an ever-changing landscape and hotels need to respond to guests’ expectations. Hotels that create the perfect experience gain a competitive edge.

If you are planning a career in hospitality, Reception Academy courses will give you the skills you need to bag the job of your dreams!