PROVIDING A POSITIVE EXPERIENCE ACROSS THE ENTIRE HOTEL GUEST JOURNEY

The customers demand from the hotel has ultimately risen after the advancement of technology as compared to two years ago. The hospitality industry is reshaped globally and it is facing several changes due to the economic landscape and new developments in the hospitality sector. In the hotel industry, the number of reviews your hotel receives has a direct impact on a hotel's reputation. The hotel management's main focus is to create a customer-centric environment to get positive reviews in the end. Hotels tend to organize anniversary dinners, business meetings, or honeymoons. The good customer experience directly ensures the hoteliers that, will the customer come back for more visits or not. Creating a good guest experience is also important as the guest can directly suggest your hotel to more people which means getting more customers in the future. Customer experience is critical and to provide a positive customer experience hotel’s need to follow some best practices. Before diving into the tips for providing positive experience, let us look at the reviews of some customers about different hotels. "The first night was horrible. At [midnight], kids were shouting and making noises outside my room. I called reception to get security to come and do something and tried to sleep. No one came." "The breakfast buffet staff was horrible. Whenever we would simply ask for some food to be restocked, they would scoff at us." "There was a lady in the front office and whenever I asked something from her, the response was always very curt and rude." Here are some best practices which you can implement to your hotel.
 

First Impression is the Last Impression We all have heard this very common statement that " the first impression is the last impression" and hopefully, this actually works. The game of impression is all a person needs to work on. If we talk about the hotel then a place where hundreds of guests’ check-in, the impressions are quite common. Within the whole hotel staff, the front desk officers or receptionist are the ones who have to face the guests. They are the front line of the customer support in the hospitality industry. Their duty is to humbly greet the customer, answer to their queries, assigning rooms, schedule meeting halls, accept the payments and most importantly ensure that the guest has everything for a comfortable stay. A good impression by the front desk will ultimately improve a negative experience into a positive one.
 

Work on Security Issues Hotels tend to offer services to travelers all the time. Whether they are business travelers, families who come to spent their vacations, or couples who come for a relaxing honeymoon. Hotel management's main purpose is to serve the guests in a way that it feels like home away from home. For a place, where hundreds of people are checking-in, the security threads become more obvious. The security of a hotel is equally important because no one like to stay in a threatened environment. Working on the security issues can help in maintaining a positive experience.
   

Local Experience for Foreigners The hotel managers are planning out their strategies which can attract customers in the coming years. The hospitality industry has become very advanced and soon the travelers are going to experience the local favorites into their hotel packages. Airbnb's division of the hospitality industry has encouraged traditional hotel companies to attract to a growing population of travelers who want to experience local destinations. Hilton's Waldorf Astoria outposts already offer Unforgettable Experience packages, which include destination-specific experiences in the room rate. For instance, if you stay at the Waldorf Astoria Dubai Palm Jumeirah, you can get a free local experience that includes a camel ride and a dessert dinner for two. In the coming years, the Marriott Rewards members will have access to Place Pass, a search engine that allows members to book more than 100,000 local experiences across 800 destinations. Last Words Working on the customer’s demand is the foremost step in a hotel’s success, as a positive experience will force a guest to put on good reviews, which means more people can choose your hotel or resort in the future.