How often do you hear your guests say WOW about your property?

Do you take the time to find ways to WOW Your Guests? Find out how.

Click Here for Audio Version of this Post


If it is every day, then you are one the right track and you don’t need to read this post.  If it is less, then I have 8 ways to WOW Your Guests so they want to return.


The essence of being a great host is showing your guests you care and that they are your number one concern.


I have heard that if you use common sense and some key phrases with guests that this should be enough to make them want to come back.


Smile … and I don’t just mean in person, smile when talking on the phone.  You might have heard you can hear a smile, well, you can also hear a frown.


Ask questions during the check-in such as: 
How was your trip?
Did you have a good flight?
… anything to show personal interest.


During their stay:
How is your stay?
What are your plans and may I suggest …


During check-out:
Oh, it was so quick; we are sorry see you go.
How was your stay?
Look forward to seeing you when you come back.


This is all wonderful suggestions and should be automatic, and if it is not happening now at your property, you might be in the wrong business.


Unfortunately, I have been too many properties where these basics have not happened.


But are these basics enough to WOW Your Guests?


What are some ways to really WOW Your Guests?  Here are 8.

get more guests

  1. Have the Appropriate Software System

Ensure your guests 2nd, 3rd or 100th visit is as good as their first. Have systems in place to guarantee you are able to have the same degree of service on a consistent basis.  A quality check-in system should enable you to build a profile for your quests that you can use for every visit. The upfront cost for such a system may be high but if used properly you should recoup your investment with return guests in no time.

get more guests

  1. Hire the Right Staff

As I had mentioned in video #5, “Emotional skill cannot be taught, you can’t give staff the wish to bend over backwards for customers”. Find staff that can be empathetic with you guests. Have the right systems and tools in place in order for them to deliver first class service. Empower them with confidence and authority to deal with complaints promptly.

get more guests

  1. Know your Guests

Learn your guest’s names and use them. Also, teach your staff so that they can recognize and remember your loyal guests. This will form an immediate sense of hospitality that they’ll certainly find flattering.

get more guests

  1. After the Check-in

Once you have given decent time for your guests to settle in their room, the front desk should phone the guests to make sure everything is in order and acceptable. During this call you will be able to ask if there are any other requests that may have been forgotten during check-in.

get more guests

  1. Be Available

Be on hand in your hotel, and have personal contact with your guests to build rapport and confidence.  Get to know and listen to your guests. They’re far more likely to tell you what they want if they know you and what would encourage them to come back.

If you know your guests, it’s easier for you to anticipate their needs and deliver it on a consistent basis to keep them satisfied.

get more guests

  1. Be flexible!

Don’t be so constrained by your own rules that you can’t extend breakfast for a guest who may wish to sleep in or to extend a check out if someone has a late flight. Is this actually that big a problem if it means your guest enjoyed their stay and they tell others?

get more guests

  1. Leave Them With a Last Impression.

Make certain they realize that you appreciate their business. An earnest “thank you” from you can go a long way.

Give them a little memento from your property or region to take home with them as a lasting reminder.

get more guests

  1. Walk them outside

When your guests have checked out, walk them out the door, like you would do with close friends when they are leaving your home. A warm smile and a handshake can go a long way to encourage guests to return.

get more guests

These videos are for you, so we would love to hear any questions or feedback you have about today’s episode or if you have any WOW Your Guests you would like to share, please leave them in the comments section.


Let’s work together to put heads in your beds.

Until next time, have a fun day.


Show Notes:

Written Script of  “8 Ways to WOW Your Customers” Video in PDF


Take Advantage!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies


All images are creative commons