Successful hospitality properties WOW their guests. Here are 6 easy ways to help your property become more successful.
Welcome to another edition of hospitality property school.
I’m your host Gerry MacPherson and today we are going to talk about more ways to WOW your guests.
In the last podcast, I shared a few easy things you can do that will help your guests remember their visit and want to return.
In this podcast, I will share a couple more ideas that have proven successful for many hospitality properties.
Ask the right questions during the check-in, in your restaurant; at the bar and listen to the answers but don’t make it obvious.
Have newspapers available at the front desk and ask what paper your guest likes to read.
Keep track of the drink they have if in your restaurant or bar.
Ask if they have a favourite coffee or tea.
These are questions or observations that can be made during casual conversation and without being obvious.
All these answers can be recorded in your guest’s profile to be used later.
During turndown service, leave their drink of choice in their room as a nightcap.
If possible, have their favourite coffee or tea for them for the next morning and the coffee machine time to start brewing the same time as their wake up call.
Have their favourite newspaper delivered to their room five minutes after their wake-up call; just a light knock at the door and leave it.
Now, you might not be able to fulfil all these wishes and that is alright because the guest would not know it was happening but imagine the surprise if you can do one or any of these.
2. During turn-down service leave simple handwritten notes on the pillow such as “Sleep Tight” or “Sweet Dreams”
3. Ask your guests for feedback. Don’t assume your guests are completely satisfied, ask.
Rectifying a problem might give you an opportunity to shine and leave a favourable imprint if addressed positively.
This is an opportunity to exceed expectations. Personal feedback will always win over a comments form or questionnaire. Enquire about what they liked and what disappointed them; you can always learn and continue to improve.
4. You could also ask them if they have any new ideas or for their recommendations on how things could be better. Guests are often flattered if you ask for their thoughts.
Keep in touch. Stay in touch with them so that when they come to book again you are firmly fixed in their minds. As a function of your outreach, let them know what other activities you have going on or what is happening in your area. Utilise an email list as well as social media.
Do your homework first and find out the best options to suit your guests.
5. Reward their loyalty with exclusive bargains. Make your faithful guests feel special by setting up exclusive packages or deals.
6. Once again this will show your appreciation for their business, as well as possibly inspiring other bookings. As a loyal guest, the last thing you want to hear about offers only targeting ‘new’ customers.
Think of the things that are of high value to your guests but affordable to you so you can give added value. Always look at a problem or complaint as an opportunity to go that extra mile to wow your guest. Make it difficult for them to ever think about not coming back to you. It’s all about affording guests a reason to return.
In this podcast, I gave you 6 more ways you can WOW your guests.
That is our time for today.
To find out more about ways you can WOW your guests, check out our training tutorials at
I would like to hear about your customer service techniques. If you would like to share or have any questions or feedback you can leave them in the comments section of the show notes at:
That’s it for this session of hospitality property school. We appreciate your comments and if you have topic ideas, feel free to reach out to us on
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So, as always, let’s work together to put heads in your beds.
Until next time, have a fun day.
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“Customer Service for Independent Hotels or Bed & Breakfasts” Studies
Hospitality Property School is a division of Keystone HDC