Imagine you walk into a hotel and it feels like they thought of everything just for you. Every step that you take and explore, you feel the process and journey is extremely smooth and simplified. That's what enhances the guest experience – the heart of the hotel world.
In the wake of the pandemic, everything has changed, and seismic shifts have happened in the hospitality industry. Guests now expect hotels to go the extra mile, providing stays that offer a great, convenient experience and make them feel unique and 'seen.' To this end, thinking of ways that can save your guests time and uplevel their overall experience is vital to keep up with the competition.
Collaboration Between Revenue Management and Sales Teams Strengthened During Pandemic
Hospitality providers in this experience era must recalibrate how they frame their product and service for the Guest in a sensory fashion. Starbucks is not about coffee. Lexus and Harley Davidson are not about their 'wheels'. Some hoteliers lead the way, as do a number of restaurants.
Was it the best of times, or the worst of times? Guest feedback tells all. Good survey design pinpoints the elements of a guest experience which shaped that point of view.
Solution extends key front-desk, room management and maintenance functions to mobile devices
Ability to Customize Guest Experience, Increase Revenue are Key Themes
But, let’s discuss the topper – what really they will talk about (and remember) – your personal 'touch' which made them feel special.
We have a trust contract with the public, for we are public facilities. People gather for all types of reasons in our buildings, from a quick meal to a convention, for a ball game to a wedding reception, and from a sale in our stores to a spa treatment. Our guests should not feel or be vulnerable.
After several years of improvement, overall satisfaction among hotel guests in Europe has declined notably, with deterioration occurring across all levels of the guest experience, according to the J.D. Power and Associates 2011 European Hotel Guest Satisfaction Index StudySM released today.