5 Ways to Win Over the Hearts of Your Guests

Emotions motivate spending. Aim to hit the right ones and your hotel business will thrive.

Inspiring your employees to give guests the best experience goes beyond best hospitality practices – it’s science.

Research suggests hotel employees who go out of their way to connect with guests may trigger oxytocin, a hormone that motivates spending. It’s called the “cuddle chemical” or the “moral molecule.”

However you refer to it, employee and guest moments make up a neuroeconomic approach to the hospitality industry that can better your business.

Here are five tips to give your guests an unforgettable experience. They’ll be sure to open their wallets and keep coming back.

1. Emotional connections

Each employee can make a difference for your guests. Something as simple as a smile can make a powerful role in making emotional connections. Guests sense and feel sincere emotions. If they don’t feel that, guests will disconnect and go somewhere else. Train employees at each point of contact to make positive memories for guests.

2. Attention to physical reaction

Guests show emotions in their eyes. They may have fear and need reassurance. Maybe they have questions that need answering. Is there a joyous moment they’d like to share? It could be empathy they’re looking for. Not every guest will tell you how they’re feeling. Pay attention to physical cues and you can really make a memorable experience.

3. Loyalty emotions

Happiness, surprise, romance, gratitude, recognition, each of these is specific emotions that can drive loyalty. Work with employees to identify opportunities where these emotions can take place and show them how to enhance positive results.

4. Value a loyal guest

Ensure employees always take time to recognize and appreciate guests who come back. They should celebrate repeat business as a win – the strategy worked! Feeling appreciated is powerful for both employees and guests to feel.

Loyalty is what makes a profitable difference.

5. The power of empathy

Training employees to recognize how guests may be feeling makes huge improvements to guest experiences for hospitality leaders’ management strategy.