Hospitality is an art, and the key to mastering it lies in how well you address guest expectations.
It’s not just about providing a clean room and a warm smile only. It’s about showing your guests they’re genuinely valued and cared for. This proactive approach can transform a good stay into an unforgettable one.
Why addressing guest expectations matters
Imagine Sarah, a frequent traveler who chooses your hotel after a very long trip. A few days before her arrival, she receives a call from your front desk asking about her preferences.
She mentions:
– needing a quiet room,
– hypoallergenic pillows
– and a bottle of favorite white wine at a reasonable price.
When she arrives, her room is serene, and her favorite pillows and even her favorite Sauvignon Blanc are waiting for her in the room! She doesn’t have to ask twice.
Sarah feels appreciated, cared for, and valued. This simple yet thoughtful gesture turns her stay into a standout experience. She enjoys her time at your hotel, shares a glowing review online, and books her next visit before leaving directly in the hotel.
On the other hand imagine if Sarah’s preferences had been unknown before her arrival. Small frustrations, like needing to call the front desk, could have snowballed into dissatisfaction. Addressing guest expectations upfront ensures their experience is seamless from start to finish.
Furthermore let’s think about your people. Imagine your staff looking for hypoallergenic pillows and Sauvignon Blanc at 01.00.
How to get it right
Pre-stay calls about guest expectations:
- Reach out to your special guests a few days before their arrival. A quick, friendly call asking about their preferences — such as room type, amenities, or any special needs — sets the tone for exceptional service.
Thoughtful preparation:
- Use the information gathered during the call to prepare for their arrival. This extra effort allows your team to work smoothly and avoid the chaos of last-minute adjustments. Guests will notice the difference when everything is ready before they even step into the lobby.
Long-term memory:
- Keep a record of guest preferences for future stays. When returning guests experience the same thoughtful care without needing to repeat their requests, it deepens their loyalty and trust in your hotel.
Benefits for your hotel
By focusing on guest expectations, you not only enhance the guest experience but also streamline your operations and boost your reputation:
- Happier Guests: Personalized attention creates lasting impressions and increases positive reviews.
- Efficient Teamwork: A prepared team delivers higher-quality service with less stress.
- Loyal Customers: Guests who feel valued return, recommend your hotel, become ambassadors for your brand and appreciate what they are paying for.
Perfect hospitality starts here
Addressing guest expectations doesn’t have to be complicated, but the results are profound. Take the time to ask, prepare, and remember.
With Hishoo, gathering guest preferences and offering thoughtful upsells before their arrival is simple and effortless. By meeting your guests’ needs before they even check in, you’re setting the stage for a truly memorable stay.
Ready to elevate your guest experience and turn hospitality into an art? Let’s perfect it together.
Ready to increase your hotel sales?
Be among the first to experience the future of upselling.
Sign up today for early access to our AI-powered tool and start effortlessly maximizing your revenue.