Small Human Moments
If there is something that hasn’t yet been picked up that I think some are already doing is the one or two small touches in the experience that makes a guest smile, laugh, gives them a memorable moment. Bring back small common human moments that add to something deeper and more substantial than adding Hilton points at a Hampton Inn.
Focus on a softer side of hospitality. Human touches like welcome cards with the guest name when they arrive, maybe even with a glass of sparkling water or champagne or a gift on the pillow the night before departure. Little surprises.
Advances such as a keyless entry give guests control, but should not detract from personal experiences. When done right, technology could make the guest experience even better as it allows owners to offer more choice, control and personalized stays.
during their stay and also post stay with data driven communications, creating meaningful relationships with the guests. What new elements can you add to create a guest experience to remember and the guests retention of that experience to develop an emotional connection to the brand. You don’t need a huge thing, since it’s the little things that make a big difference that actually don’t cost a lot.”
Pattie Detwiler, Bed and Breakfast Consultant