Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Hospitality is built on the promise to deliver a great experience. For oceanfront resorts and hotels, guest satisfaction revolves around sun, sand, and surf. But what happens when Mother Nature decides to play a different hand?
As climate change brings unpredictable weather patterns, even typically temperate coastal destinations may face sudden cold snaps, gusty winds, or rainy days – especially during off-peak season.
For guests who have booked months in advance with visions of sunny beachside relaxation, the cold and rain can lead to frustration. The promise of an unforgettable stay now rests on conditions neither the guest nor resort can control. The challenge is to pivot gracefully, even when a property’s biggest outdoor asset is temporarily out of commission.
Resorts around the world provide alternative forms of fun to their ocean centerpieces: Cliff House in Maine has a long list of featured experiences like markets and art classes, and even Soneva Jani, a Maldivian getaway, hosts cozy movie nights with a chef-curated menu.
There are many ways for resorts to innovate and turn less-than-ideal weather into moments guests will remember for years to come. The secret to weatherproofing a good time is in the planning and preparation.
When the weather sends guests indoors, surprise and delight them with creative programming that makes them forget what’s happening outside. Resorts can transform indoor spaces into vibrant social hubs with offerings like:
The goal is to take what might feel like “downtime” and turn it into a menu of curated activities, ensuring guests feel entertained and valued no matter what.
Even if the beach itself is off-limits, resorts can still leverage covered outdoor areas to create magical experiences that embrace the atmosphere of the destination:
By strategically using covered spaces, resorts keep guests connected to the coastal charm while protecting them from the elements.
Sometimes, the best approach is to meet the weather head-on. Resorts can encourage guests to embrace cooler or windier days at the beach in ways that feel intentional and fun:
By reframing the beach as an all-weather destination, resorts can highlight the beauty and character of their locale year-round.
Part of keeping guests happy is managing expectations. Resorts should proactively communicate with guests before arrival, sharing tips on what to pack for variable weather and highlighting all the alternative activities they’ll offer if nature doesn’t cooperate.
Transparency builds trust and ensures that guests arrive ready to enjoy their stay, rain or shine.
While weather may sometimes prevent guests from visiting the beach, this doesn’t have to affect the quality of the stay. Resorts can turn even the stormiest days into sentimental stories by thinking creatively and offering diverse, engaging options.
If feasible, future plans may include facility additions like hot tubs or heated plunge pools. Management can work with operators to determine whether these investments make sense for the bottom line.
The hospitality industry thrives on its ability to adapt. This means proving that oceanfront resorts’ appeal extends far beyond the sunny days. After all, the true essence of hospitality isn’t just about the setting – it’s about how a destination makes guests feel inside and out.
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