All guests at your hotel are important, but some are more important than others. Repeat guests, for example, the ones who stay with you every time they’re in town, are more than worth their weight in gold. They give you more business and they require less (and thus less expensive) marketing to get them to make a booking. In an age when competition for guests is fiercer than ever, repeat visitors are vital.
There’s no way to guarantee that a guest will stay with you the next time they’re in town, but you can increase the likelihood. You can do that by delivering a guest experience that leads to a fantastic stay, which in turn might just lead to them staying with you in the future.
Need some advice on how to improve your guests’ experience? We’ve got you covered. Our relatively straightforward tips should make a difference — and increase the chances that you become their go-to hotel in your area.
Streamline the Check-In Process
If you’ve ever had a long travel journey, then you’ll be aware of the value of smooth, streamlined check-in processes. Nobody wants to be standing around for longer than necessary waiting to check in at the best of times, but they especially don’t want to do it after a long flight. Take the time to review your check-in process and see if there are ways to make improvements. Adding self-check in counters can be a game-changer, for instance.
Upgrade the Sleeping Experience
You can make a lot of subtle (or not so subtle) improvements to your hotel, but keep in mind that the essentials are still what count the most. Ultimately, your guests want to have a restful night of sleep. Hotels can upgrade their guests’ sleeping experience by investing in quality hotel pillows, sheets, and mattresses, as well as ensuring that the rooms are at a pleasant temperature and soundproof. Ultimately, a hotel could be incredible, but if the guest can’t sleep well, then they’re unlikely to be back.
Empower Your Staff
The hotel’s staff does more than just do their work. They impact their guests’ experience. In some cases, they impact that experience in a negative way. For example, by being unable to meet a guest’s request. You can’t account for every single request that a guest might make. What you can do is empower your staff so that they have the capacity to fulfill requests. If you’ve hired a good team, then let them work freely — not only will it improve the guest’s stay, but it’ll also boost the hotel’s employee retention rate.
Enhance Their Sightseeing
The hotel in which a guest stays plays a huge role in the overall quality of their trip. As well as putting together a great guest experience for when they’re in your hotel, you can enhance other aspects of their visit by providing detailed information about the nearby attractions, restaurants, and hidden gems that are worthwhile visiting. Combine that with a welcoming, friendly atmosphere, and they’ll have a 5/5 stay at your hotel.
