Top Five Things to do to Delight Guests

A teddy bear dressed in a red hotel uniform with a bow tie and black pants, sitting on a bed. - International Hotel School

In today’s competitive world of hospitality management excellence, creating truly meaningful and bespoke moments for your frequent guests to enjoy can set you apart from your competitors. It can help to retain long-standing guests whilst also attracting new guests. Frequent guests are vital to the success of your business, so never overlook their value or take them for granted.

In fact, here are 5 ways you can improve your value to them and show your appreciation. Take a look:

Meet, greet and upgrade

One of the most important things you can do for any returning guest is to greet them by name. It makes a great impression and shows that you are genuinely interested in them. If you have the means or facilities, why not offer your frequent guest a complimentary upgrade to a luxury room or suite? If you know this is possible, don’t hesitate to go the extra mile and show your guest just how much you appreciate their custom.

Monogrammed bathrobes

Bathrobes for guests are a norm these days so take the initiative and get monogrammed bathrobes for your frequent guests. Before they check-in, lay out their personalised bathrobes and slippers next to the bed to let them know you’re hoping they have a moment to relax and unwind during their stay. It’s thoughtful and fun and we know that guests love a personal touch.

Farewell gift

Hospitality Farewell GiftAnother way to show that you care about your return guests is to bid them a fond farewell when they check-out. Thank them personally at the desk, check up on when they will be returning again and offer to arrange any transfers ahead of the next visit. Then, give them a simple farewell gift as they leave which could be a jar of home-made cookies or a small bag of the hotels coffee beans or ground coffee. It doesn’t have to be a big gift, just a small token of appreciation.

Teddy for the little ones

Teddy For The Little OneA sweet idea for travellers whose children are small and miss their mums and dads when they travel is to give each returning guest a small teddy bear to take back for their children at home. Different hotel monogrammed bears are such fun and each time the guest stays, he or she could take home a different bear for their child until eventually, they have a small collection. It helps to ease the frustration of being away just slightly…

Small things make a big impression

Based on the guest history you have collected; small touches are always appreciated. A favourite drink, WI-FI vouchers, a complimentary laundry service, a favourite newspaper or even a packed lunch can be offered / delivered to them to create the WOW factor. Upon check-in, chat to the guest about their stay and what they hope to achieve, and then find ways to make their stay completely stress-free. For example, if you know that they have a series of busy meetings ahead of them, check that they have adaptors, cables, bottled water or a packed lunch to get them through the day.

That’s our five top ideas for showing return guests just how special and important they are. If you have any ideas to share with us, please drop us a line in the comments section below. We would love to hear from you.

(Reference sources include: http://www.hospitalityeducators.com/articles/20121026_2#.VX11e_mqqko; http://www.boutiquehotelier.com/283-revealed-10-ways-to-wow-your-guests/; http://www.hotelogix.com/blog/2014/10/20/5-commandments-to-delight-your-hotel-guests/) cookies: http://www.iheartnaptime.net/rolo-cookies/; bear https://www.pinterest.com/pin/437693657507985973/; https://www.pinterest.com/pin/447404544207676829/; https://www.pinterest.com/pin/30680841188412850/)

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