It's a 24 hour commitment to pleasing people you may not even like. That said, it's what you've chosen to do, so here are some 'easy' ways to help your hotel shine.
Put first impressions first
It's an old expression, but its relevance is still as fresh as the image you want to convey. If you start conveying that image from the very first connection you have with your guests, they've already put a halo on your head and are expecting to see it glow. So if that first impression is a confirmed reservation email, make it a good one. If it's the moment they arrive at your front desk, make their welcome one out of the Bag of Bedazzlement.
Name names
Sir and Madam might seem dignified, but they can be plain lazy when it comes to making a personal impression on your guests. Memorise guest names. If it's Allan Smith, make it Mr Smith to start, especially if there are cultural considerations, and sidle slowly into 'Allan' and then 'Al' as the relationship becomes friendlier or Allan says 'You can call me Al.'
Look guests up and down
What comes out of guests' mouths may not reflect what they're feeling. So watch their body language for signs of frustration – hands on hips – or tiredness – asleep on the lobby floor – then see if you can decipher a reason and act on it. If they've arrived off a long flight, offer to have light food and refreshments brought to their room. If the kids are playing up, offer a hotel babysitting service for a few hours. Such unexpected deeds can win you loyal customers for years.
Cater for kids
With more families travelling as a unit, tweaking things to make your hotel more kids friendly could earn you serious brownie points. The aforementioned babysitting service is a great start. In fact, it may just tip the balance your way when parents are comparing like with like on booking sites – the prospect of a night out exploring a new place without the kids is hard to resist. Minor room modifications wouldn't go astray either – power point protectors, kids shampoo and sun block, and some video games and children's movies on the telly. Sometimes it's the little things that impress the most.
Fulfil even when fully booked
It's easy to keep guests happy when the rest of the hotel is empty. But what happens when the place is full to the brim? Do standards drop off? If you have 50 rooms, that's 50 opportunities to win repeat business, not to mention 50 walking, talking free advertisements. Word-of-mouth can have a massive impact on your occupancy rates, so make sure there's no skimming over the service surface when the 'No Vacancy' sign comes out. It might seem frugal to expect the same 20 staff to grow extra arms when you're full, but they won't. And you won't find out until you haven't seen the Smiths for a year.
Wax locally lyrical
They're new in town; you're not. So while everything might seem drearily familiar to you, it's Disneyland for them. Make it more so by imparting some local culture and history. Suggest a few 'must see' places a little off the beaten track. It's mundane to you, but to them it'll be like a jungle adventure.
Free range your omelettes
Hotel breakfasts are often the highlight of a stay with vast buffets, rich aromas and endless fresh juices. Great, but why not make it even better with a custom omelette station? Try as you may your pre-programmed omelettes won't always compute, so set up a chef with a varied tray of ingredients and let your guests handpick their omelette mix. If you do nothing else, there's serious repeat business in that one tip alone.
