Guest Expectations
Six Ways to Exceed Guest's Expectations
The overall travel experience for guests is decided by their pre-travel expectations either being met, or not met. Guest’s expectations have significantly increased in recent years. They no longer just expect a room to rent, rather a seamless, holistic travel experience. Here are Six easy tips for managers to make sure your guest expectations are exceeded.
Nicholas Albertini
Marketing
Why Exceeding Expectations is Important?
It is important to exceed guest expectations because when a guest is delighted with their stay, they are likely to become a promoter of your property, rather than a demoter. Promoters are highly likely to book a repeat stay, as well as encourage others to book a holiday.
Six Management Tips to Exceed Traveller's Expectations
Premium Coffee and Tea Options
Offering premium tea and coffee options is an easy way to impress guests, without a great amount of effort. Swapping the coffee sachets out for premium coffee parachutes will make your guests feel at home. If you want to go above and beyond, a Nespresso machine and pods will be sure to impress.
Expand Toiletries
The trio of shampoo, conditioner and body wash, isn’t going to wow your guests. This gesture has become a standard expectation that should be met. Since you’re aiming to exceed this expectation, as well as the toiletry trio, include a surprise. This could be face masks, deodorants or even bath/shower bombs.
Streaming Options
Even away from home, guests want to stay up to date with the latest episodes. Having a smart TV with streaming services that guests can log into their accounts, or airplay to the Tv, will exceed the guest’s expectations.
Free and Fast WiFi
There is nothing worse than slow WiFi! Make sure your internet connection is fast and free. Guests often make last minute plans, and Googling what is nearby the property is usually the best solution. Finding new activities near them quickly, will make their travel experience seamless. This will really impress your guests!
Impress Them Before They Arrive
Start off on a good note! start putting in the effort before your guests arrive. It’s easy to impress guests when they are already in a good mood! Before your guests arrive, offer them to check-in early, a free shuttle service, or even some vouchers for a local experience. This positive interaction will likely keep your guest’s in a great mood for the duration of their stay!
Smile
Don’t forget to smile! Be proud of your property! Welcome your guests with a warm smile, go above and beyond expectations, and leave them with a memorable experience.
Summary of how to Exceed Guest Expectations
In summary, make sure you take note of what particularly exceeded the guest’s expectation! Next time they check-in, surprise them again, or likewise, impress other guests with the same gesture. Six easy ways for managers to exceed guest expectations include; offering premium coffee and tea, more free toiletries, provide a Tv streaming option, offer free Wifi, allow guests to check-in early, and don’t forget to smile! These are just some management tips to transform guests into repeat customers and promoters!
- Nicholas Albertini
- accommodation management, Exceed Guest's Expectations, Hotel marketing, Management Tips, Motel marketing
Want to read more articles? Click below to access more resources!
Simplify your operations, manage your revenue, and create great experiences with GuestPoint.
