How to Impress Your Hotel Guests

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 potential guest to see.

Hospitality researchers scoured Experian.com to review important keywords in 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. Ensure that rooms and every other hotel part are up-to-date and taken care of. “Cheap” and “smelled” weren’t too far from “lobby” on the list – and you 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 all amenities are in good working order, and making repairs.

You can also leave little thank-you gifts in guests’ rooms before they enter. You don’t have to teach your staff 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. Make eye contact and show genuine interest in what your guests are communicating.

Take the time to listen to what guests need and respond promptly and professionally. This can be done through a brief conversation when they check in or through a more in-depth conversation.

When guests check-in, staff can show interest by remembering the guest’s name and using it throughout the conversation.

A simple “Thank you, [guest’s name]” 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 went the other and with a heavier wallet.

“Comfortable” was another top keyword; providing amenities like room service and breakfast can make guests 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 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, try to provide brochures about nearby events and restaurants. It’s super helpful to have an employee, too, who can help direct your guests to unique attractions in the area.