In the last video, we looked at how to make your hospitality property unique.

In this video, we will give you more ways to make your hospitality property unique.

 

Let’s review some of the ways to make your hospitality property unique we shared in the last video.

 

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  • We talked about the aesthetics of your lobby and reception area; how you what to make your property inviting so as to sell the experience of staying at your property.
  • We talked about the importance of a simple and seamless registration system.
  • To tell an interesting story about your place.
  • To use lots of pictures as well as videos on your website.
  • The value of sending a follow-up thank you card.
  • How and why to collect your guest’s emails and stay in touch.
  • Review your reviews frequently and deal with any negative reviews quickly.

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As I said in the last podcast, first impressions do last, and can have a dramatic impact on your guest’s willingness to spend.

 

Let’s not stop there; here are more ways to make your property unique.

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  • Recruit the right people. You can’t do it alone so choose your team wisely. Be clear about what you are looking for.  As I said in an earlier podcast you want to choose staff that can show empathy.  People can be taught how to clean a room, take a reservation, to serve wine, but it is far more difficult to teach someone how to be welcoming, stay calm under pressure or to use their initiative. You want to be able to instill your values on your team and be sure they understand.

 

  • This isn’t only important for your front-line staff but also the back of house staff.  Everyone’s attitude towards customer service, as a unit, will have a great effect on your client’s experience, their likelihood of coming back and referring other people. Your kitchen staff’s openness to guest’s tastes, your maintenance staffs appearance, and your housekeeper’s discreetness all has an impact on your guest’s impression.

 

  • Train your team in customer service and provide well thought out and documented guidelines to follow in specific situations.

 

  • Encourage your team to see everything from a customer’s perspective. The more of your services and products your staff are able to experience first-hand the better. Allow staff be waited on in the restaurant, stay a night as a guest, and sample the any of the extras you offer. Encourage them to make recommendations and suggestions to improve the products and service. This gives your team confidence – which will be apparent to your customers – and provides consistency. When your team is trained correctly, you can feel confident by empowering your employees to make decisions. There is nothing worse than having to tell a guest that you are not able to help them and that you will have to call the Supervisor to resolve their issue? Any problems that may arise during a guest’s stay should be able to be handled by the front desk and the hotel staff. This can be done by having a well-trained staff.Empowering employees to make immediate decisions and then take action will quickly resolve most problems to the satisfaction of your guests.

 

  • Ensure any promotional material is visible and eye catching. No point having it tucked away out of view! Put it in high traffic areas – by the reception, entrance to the restaurant, in elevators?

 

  • Collaborate with competitors. You can refer people to when you are full and vice versa. Recognise that your guests won’t necessarily want to eat with you every night, so where do you recommend? A competitor’s restaurant can offer a discount for your guests, and in return, you give a preferential rate to their customers?

 

  • Be visible in your hotel, and talk to your guests. Strike a balance between being friendly and not over intrusive. When you get to know your customers personally, you get to know their likes and dislikes; you hear their suggestions and get their feedback. This all this builds rapport and trust. Make sure to reward customers who give you contact details of others. The more referrals you have the greater the likelihood of gaining new customers.

 

  • If you property has a Green Programs and Policies, promote them. Travellers are becoming more concerned than ever with protecting the environment. Companies that practice and promote themselves as being green have an advantage over their competition that has not kept up with the population’s changing views. Although the best way to be environmentally friendly is to start with the design and construction of a new property, existing hotels can also do a lot to become greener. If you are looking for a quick, visible and inexpensive program to start becoming greener, add recycle baskets in the rooms for paper and bottles.

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We will talk more about this in future episodes.

 

There is more, so much more that we will continue this discussion next week.  In the meantime, if you have any interesting stories about unique properties you have seen or the way you have made your own property unique and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes.

 

A pdf of each episode can also be found in the show notes at our website.

 

keystonehospitalitydevelopment.com

 

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

Until next time, have a fun day.

 

Show Notes:

Written Script of “More Ways to Make Your Property Unique” Video in PDF

 

 

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