TRENDING
Meeting guests where they are :
ADDRESSING expectations
As we see more guests trending towards contactless arrival , it is necessary that our systems recognize this and can apply suitable communication during the arrival process
. When personally checking in at the front desk , there should be a welcome letter presented to the guest in which all services are explained , then briefly explained verbally by the guest service representative . QR codes can also be used
. Hotel companies and brands have varying systems , but all share similar platforms that easily message the guest throughout their stay
. Given all of the available resources , it is essential to train and empower our teams to be well informed of the property ’ s service attributes and be empowered to resolve any unforeseen misunderstandings or disappointment . Not every guest will read the notations , and not every guest will accept reduced offerings . It is our duty to find ways to satisfy our guests ’ expectations . Being open and personal in our approach will best allow us to understand our guests ’ expectations , needs and wants .
MEETING GUESTS WHERE THEY ARE Today ’ s guests come from a broad experience background when looking over the happenings from the last year and a half . Some remain seasoned travelers and are used to pandemic protocols and changes in service offerings . Others have traveled and have experienced adjustments in service levels , which they have found unacceptable . And still , others have not traveled in many months and are minimally aware – or perhaps , unaware – of service offering changes and thus are caught by surprise .
Regardless of how our guests arrive , we must be ready to meet them where they are in responding to their expectations and needs .
Ultimately , where most guests will end up is a return to pre-pandemic expectations , if they are not there already . As an industry , we need to focus on how we can return services and amenities to our hotels – safely , profitably , and executed with excellence – to ensure our guest loyalty as we move through the recovery and beyond .
November / December 2021 hotelsmag . com 37