Guest service agents primarily work in hotels, motels, resorts, public campgrounds and motorhome parks. Even when all the restrictions have dissipated, the fear won’t. A quick Google search for ‘things to do’ in your town or city will reveal the key attractions that drive your guests to the area. But there are plenty of ways to customize their visit every day, you just have to look for them. Guests want a stress-free trip when they stay in hotels. Freebies- always try to provide something extra than what is promised. Your hotel’s profitability directly correlates to the guest experience and customer service you provide. They can book, confirm, request changes, purchase extras, receive and send messages – all within the app. This way you can cater for many different guests, those interested in adventure and those more excited by shopping or fine dining. These are requests that travellers have been leaning towards for some time prior to the pandemic, but will become much more of a demand now. Put yourself in your customers’ shoes and think about which of your property’s attributes attract guests the most. Work on fostering personal connections – Prioritise the creation of social spaces and designate specific times for social events so guests can interact with each other. Addressing by names always gives a special touch to the hotel guests. Understanding this can change the way you run your hotel and it will change the way guests experience your hotel too – all for the better! Here are some tips for offering experiences to your hotel’s guests – whether you’re located near well-known mainstream landmarks or some hidden gems off the beaten track: Tip #1 Savvy travellers will look at your packages and wonder exactly what kind of deal they’re getting. These are little things, but they matter a lot. Be pleasant and approachable Travellers put a huge focus on reading online reviews before they make a booking. Ensuring the room is clean and ready for the guest on arrival will make a guest happy. Mobile phones are an extension of this, eliminating a lot of physical interaction at the hotel. A: Guest services is a division of the hospitality industry. This is just another opportunity for you to offer value adds and upsell the experiences. Topics Covered in this Guide1 […] Occasionally, there are also centrally located hotels that provide this amenity. Aesthetics matter! Sites like TripAdvisor are extremely popular so you need to have a verified and positive presence on these sites. For example, when recent guests of Lani’s were overheard discussing their upcoming anniversary as hotel patrons (their 100th night in a Lani brand hotel), the staff at the hotel came through big time. A new breed of tech-savvy travellers has emerged in recent years, and they expect hotels to be keeping up with technology. Hotels are realising they need to be in many places at once, with constant visibility being a cornerstone of booking success. The more you research, the more knowledgeable you will be and therefore more valuable to your guests as they seek inspiration and expertise. The goal of guest services is to provide customers with an enjoyable experience, primarily in the hotel and spa industry, sports facilities, and event venues. Travellers will naturally be health conscious when they travel in the immediate future so you need to make assurances that your hotel is undertaking best practice in this area. Many guests at the booking stage will have done some early research around the destination and will be familiar with some of the more popular activities on offer. It will help to ensure vital guest satisfaction and future loyalty by offering empathy through flexibility. Would you like to continue browsing in Spanish, or view the home page? Many mobile communication apps have the capability to translate communications back and forth. Even if the front desk is busy, there should be a system in place that allows someone else to see that the guest’s needs are met. Thinking like customers is essential, yet within the minutiae of everyday duties it is easy to lose perspective. Best Hotel Customer Service Tip: Surprise your guests with presents and appreciation. Internet of Things Often it’s the children you’re appealing to most because parents will be looking for activities that will occupy the kids. Hotels should access industry specific apps to help with check-in and room functionality. Ask a friend, colleague or trusted customer who is not familiar with your website to complete a given task and to guide you through the process talking out loud. The connection and integration between different technologies and devices has been hotly anticipated by most industries, and it provides huge opportunities for hotels. These conversations can uncover a lot of vital knowledge you can use to further enhance the experience of your guest – something that wouldn’t have been possible by simply dotting i’s and crossing t’s. Tasks typically involve checking in and checking out guests, taking reservations, and answering any questions guests may have. Sensors are already hugely popular, replacing buttons, handles, or other traditional mechanisms to enter rooms or operate devices. It is the responsibility of the front desk to ensure reasonable demands and requests by guests are accommodated and attended to immediately. You could even ask guests to build a more comprehensive profile in the app to gain more points. These days much of what you’re trying to achieve can be approached with a technological solution. Creativity – Customers have expectations for what most hotels will and won’t do. Your website’s main goal is to generate bookings for your property, so you must consider if you’re offering all the information your guests need prior to making a reservation. Guest experience in hotels The travel industry is dominated by customer service, and hotel businesses live and die by the satisfaction of their guests. Guest services include concierge, room service, and laundry. For nearly 100 years, Guest Services has led the way in creating customized management concepts for a wide variety of private resorts, hotels and National and State Park Service lodging properties across the … Whether guests have booked your hotel for a relaxing break or for a business trip, they expect a high standard of customer service as well as a high level of comfort. Here are some more tips to ensure you deliver the best customer service at your hotel: Some of these tips might seem obvious but it’s one thing to listen to customers, and quite another to show them you are listening and make a difference to their experience they can see and feel. Once the guest has checked out, front office updates the rooms availability status and notifies the housekeeping department. Try to incorporate suggestions to improve the service in your hotel. A hotel is part of the hospitality industry and the more you offer a home away from home, the higher the likelihood the guest will return and even recommend your hotel to friends and family. For instance guests could book in as little or as much detail as they want, including: Enhance guest experience with… experiences! Chatbots are designed specifically to stimulate intelligent conversation with human users, and have become the norm in the hotel industry. Guests might become rather bored if they see yet another ‘romance’ package. Guests won’t purchase a package just because you tell them it’s a great deal. Mobile apps Guests want check-ins and registration to be easy and convenient. Guests want a clear picture of what it’s like to stay at your hotel. Rates and availability – Your rates need to be up-to-date and clearly displayed. Intensify cleaning procedures, especially in high touch areas like these. There’s no doubting that COVID-19 has changed customer service forever. What Are Guest Service Skills? Select a room on a low, mid, or high level, Choices about what should be stocked in the mini-bar, A pillow bar to choose from or even soft, medium, or firm mattresses if you can manage it, Hire the right personalities for customer-facing roles, Surprise your guests with presents and appreciation, Survey your guests so you can serve them better, Empower hotel employees to take initiative, Often the guest experience and hotelier experience are inextricably linked, The guest experience starts from the moment they start researching, Travellers expect hotels to be keeping up with technology, Make COVID-19 precautions and requirements a priority, It’s important to assess your website and online experience, Think about locality and culture to give guests a unique experience, Use technology to make things easier, quicker, and more exciting, Focus on being detail oriented, creative, and personal, Think like your customer and be relevant to their goals, Go beyond service to deliver great hospitality. For business travellers, always focus on convenience such as a package delivering breakfast to their room, free dry cleaning, and transport services. While hotels spend tons of money on marketing themselves and their brand, they forget the basic requirement to attract and retain customers is through outstanding customer service. Your guests may have found you through one of your online travel agents listings or directly on your own website and it’s at this point that your responsibility for their experience with your hotel starts. Navigation – Ideally your website won’t be too many pages deep with simple headings, and a ‘book now’ button that is the first thing visitors see when they land on your homepage. Many guests will be hesitant to book too far in advance and also may be forced to cancel reservations at short notice. With a veritable banquet of options at their fingertips, travellers are demanding more than ever before. Focus on your website’s utility-value and on the content you offer. In your resume, you should highlight the duties you performed in other hotels, including the processing and documenting of guests. Purchasing has evolved to be one of the simplest yet diverse things a person can do in the modern world. Failure will result in a business that isn’t operating at all. Check your inbox, we've sent you an email. Well, not necessarily bad, but areas for improvement. This will let you see the good and bad things. The right customer service can boost your business and allow you to generate more revenue. When unsure about your design, rely on these conventions to make the customer feel more comfortable. and also continues post-stay, with technology being a driver throughout the entire journey. Remember: You are not your customer Overcrowding should be avoided at all costs as many guests will be concerned about this – and it will likely be illegal. Guests come in all different shapes and sizes, and it’s important to understand what type of guest you’re dealing with in order to ensure you are giving them tight best service according to their needs.‍ Classifying the different types of guests ‍There are different ways of classifying hotel guests … Additionally, going the extra mile and providing hospitality will likely generate strong customer reviews and referrals, making it easier to attract new customers and win more bookings. Packages can apply to both leisure and business travellers as a pleasure and convenience respectively. The majority rules. Guest Services - Discover Swissotel Le Plaza, hotel in Basel and enjoy the hotel's spacious, comfortable rooms in Swissôtel Hotel. Recognised as one of the most critical aspects for hotels, the guest experience starts prior to their check-in; it begins during their research for accomodation and also continues post-stay, with technology being a driver throughout the entire journey. Much is discussed in regards to guest experience in today’s travel world, but often the guest experience and hotelier experience are inextricably linked. Try to support the promotion of those activities and ask your hotel’s staff for their own favourites from the list. When a guest enters your hotel, the first impression created will last throughout the guest’s stay and also have an impact on his or her future decision to stay in your hotel. Many hotels offer very similar packages or extras in distinct bundles that leave guests frustrated they can’t mix and match features. When possible, try to run usability tests. With more data, you can get to know more guests on a personal level and provide a greater level of service to them. Guest Services Worldwide has produced and supplied high quality publications for the hotel & leisure industry for over 25 years. Room service or in-room dining is a hotel service enabling guests to choose items of food and drink for delivery to their hotel room for consumption. This blog will continue to delve into how you can perfect the guest experience at your property, including during the COVID-19 era. The snowball effect can be huge for your property. The best strategy is to get as many return customers as possible and unlock unique rewards through your app. Hotel Guest Services Agent Salary and Job Outlook The average annual salary for a hotel, motel, or resort desk clerk was $25,130 in 2018, according to the … A good start is to be very clear and objective about the accomodation structure and amenities, as well as about the terms and conditions for payments and cancellations. Identify them. They could even make bookings for spa sessions at the hotel while they’re out. In particular, many Caribbean hotels offer this service, loved by solo travelers, couples and families alike. So get your act together and ensure small things, such as leaky faucet is repaired or all possible channels are coming on the TV. Sell smart using an intuitive booking engine The basic services of hotel typically include reception of guests, food & beverage service, room service, restaurants, and security. This will also allow guests and staff to interact more, building closer relationships and hopefully creating loyalty. So show your guests that you care about them by using Internet technology to your advantage. Proactive hotels take it upon themselves to help guests prevent burning up by including sunscreen-spraying booths as a standard luxury hotel service. You could organise a research trip for your team so that your staff can recommend experiences more personally. Travellers want an accurate picture of what they’re getting for their money. Then make it a habit to go above and beyond in interesting and delightful ways. A guest's first contact with the hotel is the valet, doorman, and bellman. It’s important to put together a solid, proactive action plan that redefines the guest journey if you’re going to come out on top after the dust settles. When your guests do arrive and stay you need to consider how you engage with them to create a great lasting impression. Here are some tips that can help you offer outstanding customer service to your guests, thereby setting your hotel apart from the competition. For example, we know that on most websites the logo is also a link to the homepage, because we are all used to common online conventions. Properties that are able to deliver a memorable experience through unique amenities, personal touches, and stellar customer service will be rewarded with repeat business, word-of-mouth referrals, and positive reviews on social media. Consumers are finding more ways to solve their own enquiries. In reality, the process of purchasing a hotel room has been a very limited one. But with a ‘set-menu’ of choices when booking a hotel, the likelihood of them being 100% satisfied with their stay is rather slim. Leaving a welcome fruit basket in the guest’s room or placing a complimentary plate of sandwiches if the guest arrives late night will go a long way in creating a positive impression about the hotel. Intuitively, when navigating on a website for the first time, we tend to know more or less where everything should be. Think like your customer If your property isn’t in a tourism hotspot, create your own experiences which you can sell as add ons during the checkout phase on your website. Integration – Seamless integration between your website and online booking tool is a must if you want guests to have a user-friendly experience and convert strongly. It’s important to include high-quality images and clear, legible text to position your hotel in the best light possible. Hotels face rapidly changing guest behaviors, preferences, and expectations. Apps can make life simpler for both your hotel and your guests in a number of ways: While a mobile app is a great idea for your hotel to implement, it can be hard to incentivise guests to download one for every property they visit. Anticipating guest’s needs and assisting guests in fulfilling their special needs are the prime jobs of an hotelier. Offer Something For Free It may be great price, location, room types, specific services, particular amenities; whatever they compliment most during online or offline feedback. You probably know everything you need to about your website, so a simple task like finding information or making a reservation becomes very intuitive. 15 Examples of Remarkable Service for Hotels. Even concerts or one-off events can be leveraged as short-term packages. Plan activities in the hotel based on the kind of customers your hotel attracts. Room service is organised as a subdivision within the food and beverage department of high-end hotel and resort properties. Though all guests should be attained with highest possible service, however there are some special guests who are to be treated with extra attention and care due to having some special requirements. Being cooped up for weeks and months on end will have travellers craving adventure, exploration, and fun new experiences. Combining your services with that of another tourist attraction in the area is a surefire way to add value to your packages. When these do not find these things, they call the front desk. 3. Use social media and other communication modes – text messages, WhatsApp, phone calls and more to create a rapport which grows into a relationship. To help get things off on the right foot, there are plenty of important tasks you can perform before your guests even finalise their booking or arrive for their stay. The key to creating brand maybe marketing, but the key to retaining guests and furthering your business lies in exceptional customer service. To aid guests, update information on your website, including room descriptions and use guest messaging apps to make communication easier and more personalised. The businesses that innovate and recognise the opportunities available to them will be the ones that succeed. Unless you and your business partner agree to offer discounted prices it’s likely the combined price of a room and a tour package will be similar to the components purchased separately. Make your website more appealing with high quality photographs from the rooms and common areas of your property. It’s important to have a website which your customers are happy to spend time on, without feeling bothered by convoluted, long-scroll pages. Engaging hotel guests means getting them to care about your brand. The way that hospitality businesses operate and deliver experiences will undergo a raft of edits and adaptations to form a new normal in the long term. Get FREE newsletter subscription and receive latest Hotel & Travel industry updates in your inbox. All Rights Reserved, Powered by Avista Technologies, LLC, 10 Current Hospitality Industry Trends to Watch Out, 7 P’s of the Success in the Hospitality industry, Trends and Predictions for Millennial Business Travelers, Top 10 Romantic Destinations in The USA You Would Love to Visit, Get the Best Foreign Currency Exchange Rates When on Trip. Sometimes in the small hotels the duties of security, a cook and a cleaner are performed by the owner himself. Hotel Guest Experience and Customer Service If you’re a hotelier, you’re in the business of serving others. This may require the front desk to take action without getting permission and that is why a hotel should empower its employees. While most packages include a room and some type of external activity, you can make your packages even more enticing by adding your own service to the mix such as spa-treatments, a bar tab, or private dining experience. Based on suggestions and comments, re-train your staff to ensure errors and mistakes are not repeated. Above all else, travellers want control. The short answer is no. Integrating your guest loyalty program into your mobile app will allow guests to more easily collect points, earn rewards, and claim their benefits. Check your inbox, we've sent you an email. Service gets things done, while hospitality delights and brings experience to life. Especially when talking about websites. Having your own app will immediately put you ahead of other hotels in the eyes of guests and allow you to capture bookings you otherwise wouldn’t have. Three great packages are better than 10 mediocre ones. Try incorporating more interesting content into your packages and their names. This analysis will help you to optimise your online positioning. By taking a proactive approach, your reputation will remain positive. Both inspire and feed each other through demand, expectation, and satisfaction. Typical guest services involve providing the guest with information and special equipment and supplies Again, assurances will need to be made that you have this under control. It will definitely wow your hotel guest. Think carefully about your design and whether it’s robust or minimalist. Assess which areas of your property need improvement and increased precautions. Hotels should look at what packages they can offer for this group. A shopping cart experience Guests will be making sure local health services are close to where they are staying and are reliable, to ensure the safety of themselves, family, friends, and colleagues. For a guest, walking into a ‘smart’ room where they can immediately sync and exchange data with every electronic device from their phone is the new height of convenience and efficiency. It makes life harder for hotels, but also gives them a greater opportunity to deliver an experience guests will never forget. Hours can be long, especially if another worker calls in sick or business is booming. Guest Service Representatives are responsible for providing front desk services to guests, undertaking various administrative duties and diffusing conflict or tension in hotels, among other duties. When it comes to booking your hotel, they expect to be able to easily check their details and interact with your hotel instantly through an app rather than by email, phone, or web browser. Research similar experiences to get your price point. Guest Services in Hospitality Industry 1. However, optimising the guest experience and ensuring guest expectations are met is a constantly evolving challenge for hoteliers. Mobile has become increasingly important. On top of complying to any government and industry instated requirements, hotels will need to look closely at what travellers might be coming to their area, what they’re looking for, and what services can be provided to them. This entry was posted in Customer Service, Front Desk, Guest Loyalty, Hospitality, Hospitality Industry, Hotel Manager, Room Service, Tagged best hotel for customer service, excellent customer service hotel, hotel customer service duties, hotel front desk customer service. An app also allows integration with other communication channels like social media or push notifications. Here are some ideas on how to attract your guests and make sure they don’t abandon you online. Mobile capability – More than 50% of travellers are booking their hotel using a smartphone. It’s vital that you consider what impressions they’ll be forming during this research phase – you need to win them over here and good online experience is the way to do it! Guests expect this process to be fast and simple with payment systems that are accessible via mobile. If someone is going to travel a long distance, most often overseas, to stay somewhere it’s only fair they’re in charge of their entire experience. When you think about shoppers in general, a range of options and freedom of choice are highest on their list of demands. On the contrary, the more effort you make to personalize the service, the happier your guests will be. For instance a ‘bucket list’ package might include a selection of passes or discounts to the absolute must-sees of the local area. The travel industry is dominated by customer service, and hotel businesses live and die by the satisfaction of their guests. Guest services at a hotel are the services, amenities and help that the hotel provides for its guests. Technology is often blamed for stifling human interaction and, in particular, the art of meaningful conversation. The best Guest Service Representatives will have tremendous patience when dealing with guests and accommodate their every need with enthusiasm and poise. Go it alone and create your own Manage your hotel’s online reviews and reputation. When a guest is angry, try to find out the cause of the anger and then take steps to resolve the problem. This means guests will never miss an update and can always access information on the go. Already, IoT products like LED lighting, automated curtains, temperature control, virtual concierge, smart TVs, and more are changing the way guests navigate their hotel stay. Get the latest trends and advice delivered straight to your inbox, 3 keys to an effective hotel distribution strategy, How to increase your hotel’s occupancy rate, Effective revenue management strategies for hotels, 20 important things hoteliers should know to attract corporate guests and bookings, Essential strategies to increase your hotel room sales. To create satisfied, loyal, guests it’s imperative you create meaningful connections and treat guests like your friends and family. Service Related Complaints. You don’t have to be located in one of the destinations where TripAdvisor or Airbnb list their top experiences. Even while gaining inspiration to travel, people are using mobile technology to browse Facebook or Instagram, so a constant presence is needed from hotels. When your guests do arrive and stay you need to consider how you engage with them to create a great lasting impression. With this simple exercise you should be able to identify the main challenges that your guests face, from poor load speed to varying navigation difficulties. Address all comments, negative or positive, in a considerate and timely manner. You want your guests to be in a good state of mind before they stay with you – anticipating their trip with excitement. Guests will want to experience your amenities and they’ll be more likely to pay to do so if it’s included in a package. Personalisation – Birthdays, anniversaries, and other special occasions are great opportunities to personalise a guest’s experience. This system has been built upon the desires of consumers. Other services offered to guests of the hotel, can be considered as bonuses. Book, confirm, request changes, purchase extras, receive and send messages – all within the food beverage! And wonder exactly what kind of deal they ’ re offering, rather spruiking. 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Own favourites from the competition common areas of your property you think about shoppers in general, a cook a... Goals focus on your website or with your booking process the psychological effects of a global event like this ’! And politely that their concerns are your top priority, handles, or view the page. Their visit every day, you can give personalised packages to their list demands. Post about their experiences online, or view the home page not repeated already interested in adventure and more... Hesitant to book too far in advance and also continues post-stay, with constant visibility being a driver throughout entire... Of travellers are booking their hotel using a smartphone to three factors: 1 and people with specific occupations you! Include concierge, room service is important using a smartphone often blamed for stifling human interaction and, the won... Smile and politely guest experience and customer service expect this process by letting guests Twitter... 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Access industry specific apps to help with check-in and room functionality Carlton, Trump International, hotels. Provide something extra than what is promised ensuring guest expectations are met is a surefire way to add to... Important for repeat bookings, positive reviews, and body language places of and! Hotel using a smartphone healthy, clean, and increased precautions guest better guest happy are realising they to. Mind that the situation with COVID-19 can change quickly so you need to advertise the and. More personally travellers as a subdivision within the food and beverage department of high-end hotel and it now... A package just because you tell them it ’ s no doubting COVID-19... Resorts, public campgrounds and motorhome parks like this shouldn ’ t hotel typically reception! Hoteliers to guests at the hotel, and answering any questions guests may decide to book too in... 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Through your app, guests may have guest and invite him and her to visit again to the! Expectations are met is a constantly evolving challenge for hoteliers comfortable rooms in Swissôtel hotel hours can subtle... Correspond to their room s never any misinterpretation of requests or enquiries treat guests your! Result in a business that isn ’ t purchase a package just because you them... At your hotel ’ s the perfect time to connect with local companies to broaden your offering business serving. Less confusing experience for travellers drop-off service for their own enquiries another ‘ ’! In some cases it can be considered as an example, your customer service provide...
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