What Today’s Travelers Expect From Your Hotel
If you operate a hotel and hospitality business, giving guests what they want should be your number one goal. When you get it right, it’ll positively impact everything from booking conversions and pricing to guest experiences and loyalty.
The first step is to build a strategy that actively targets guest satisfaction. To do this, you must put yourself in the consumer’s shoes to understand what they truly want. Focus on the following four aspects and you won’t go far wrong.
Comfort & Safety
First and foremost, all guests deserve to feel at ease when staying at your hotel. Hotel room comfort and safety should focus on security to keep people and possessions safe. You will also want to promote convenience and deliver a few simple home comforts to enhance the quality of their stay. The entry system to the room must be reliable too, keeping out unwanted visitors.
The focus on security and safety should extend to all reception areas or shared spaces. Comfortable seating must be readily available in those areas too. Above all else, you must pay attention to cleanliness throughout the accommodation at all times.
Access To Amenities
For some guests, the hotel is nothing more than a place to sleep. For many, though, the overall hotel experience carries huge importance. Modern life is hectic, and a few days of relaxing in a luxury setting provides balance. Offering an on-site spa and gym, along with entertainment facilities, can make all the difference. A winning restaurant menu is useful too. Don’t ignore it.
Depending on the location and nature of the hotel, you may also want to hire out equipment. This can help guests explore the local surroundings in style. Or you could offer guided tours of attractions, which may also open the door to a new revenue stream.
Convenience
Convenience is essential for hotels. After all, guests have normally traveled long distances to get to the city. Offering chauffeur services or running a shuttle bus from the airport sets a positive tone. Alternatively, on-site parking can make life easier for guests upon arrival and during their stays. Not least when the hotel is located away from the city center.
Convenience may also take the form of using an App. This could provide an interactive map, list of facilities or entertainment, reservation systems, and more. Offering this in multiple languages significantly helps anybody with a different first language.
Positive Interactions
Human interactions hold the key to our happiness. Positive connections with staff members will enhance the guest experience. As an owner, it’s not just about recruitment. You must also tackle issues like employee fraud and workplace bullying. Otherwise, the negative outcomes will spill over to impact guest interactions. It can lead to complaints, poor reviews, and low return rates.
Cultivating a positive workplace environment is vital. It should focus on both individual and collective elements. Get this right and you should see a noticeable improvement for the guests as well as the workers themselves. The hotel’s future looks better than ever.
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