How to Impress Your Hotel Guests

Word-of-mouth and online reviews are great ways to retain guests – here’s how to gain that positive traction. Making a good impression on hotel guests is crucial for the success of your business. It helps to build a positive guest experience and those positive experiences are shared online for every other potential guest to see. Hospitality researchers scoured Experian.com to review important keywords in both positive and negative hotel reviews. This article will cover some of the top-mentioned keywords and how they factor into your guests’ experiences. 1. “Room” and “Clean” These are the most popularly used in hospitality reviews. “Our analysis suggests hygiene factors are essential in hotel services,” researchers wrote. Without it, guests “cannot fully enjoy the experience.” “Lobby” was another top keyword. Make sure that rooms and every other part of the hotel are up-to-date and taken care of. “Cheap” and “smelled” weren’t too far from “lobby” on the list – and you definitely don’t want those showing up in your reviews. Keeping the building up-to-date is a big plus. Regularly maintain the property to keep it in the best possible condition. This includes keeping the rooms and common areas clean, ensuring that all amenities are in good working order, and making repairs. You can also leave little thank-you gifts in a guest's room before they enter. You don’t have to teach your staff how to fold towels into ornate swans. Instead, show appreciation for their business by offering them a thank-you note or a complimentary drink or snack. 2. “Staff” The third most popular keyword. “Friendly” and “service” don’t fall too far behind. Always have your staff give a warm greeting to customers when they enter. Aside from first impressions, this is the first step in building a positive guest experience. Be sure to make eye contact and show genuine interest in what your guests are communicating. Take the time to listen to what guests need and respond in a timely and professional manner. This can be done through a brief conversation when they check-in or through a more in-depth conversation. When guests are checking in, staff can show their interest through little gestures like remembering the guest’s name and using it throughout the conversation. A simple, “Thank you, ” can make all the difference. 3. “Service,” “Breakfast, “Pool” These are basic amenities and most hotels should be able to provide at least one. I’ve stayed at run-down and cheap hotels that provided free breakfast and a pool – I’ve also stayed in fancy ones that provided neither. I left one happier than I left the other, and with a heavier wallet. “Comfortable” was another top keyword and providing amenities like room service and breakfast can make a guest feel just that. If that’s out of the budget, start with a free coffee/tea bar in the lobby. Accommodations like room service can make your guests feel especially pampered and cared for. So if you’re offering breakfast, throw that in there too. If you’re based in a touristy town, make an effort to provide brochures about nearby events and restaurants. It’s super helpful to have an employee too that can help direct your guests to unique attractions in the area.

How to Impress Your Hotel Guests

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