How to Meet Guest Expectations Before & After Stays?

In the hospitality industry, meeting and exceeding customer expectations is critically important. By offering “Surprise & Delight” experiences, hotels not only make a strong impression but also create unforgettable memories for their guests. Let’s explore how to meet guest expectations  and make your guests' stay special both before they arrive and after they leave with Hotel Link!

Before the Stay: Make a Great First Impression

1. Personalize the Booking Process

Start by personalizing the reservation experience for your guests. Hotels can use Customer Relationship Management (CRM) tools to remember guests' preferences and special requests. From there, hoteliers can create personalized booking confirmation emails and service suggestions tailored to each guest. This makes them feel valued from the very beginning.

2. Send a Friendly Welcome Email

Before guests arrive, send a warm welcome email introducing them to the hotel's services and amenities. Hoteliers can also include information about nearby attractions or exciting events happening in the area, helping guests plan their trip more easily. If using Hotel Link's solution, take advantage of the 'Pre Arrival' section - the welcome email to create a good first impression for guests booking rooms at the hotel.

3. Prepare Small Surprises

Who doesn’t love a little surprise? A fresh fruit basket, local pastries, or a handwritten welcome note can make guests feel right at home. These small touches are sure to leave a lasting impression.

Maybe you are interested: Capturing Gen Z Travelers: Unlocking Their Hotel Booking Habits

During the Stay: Engage Guests with Genuine Care

4. Offer Attentive Customer Service

Hotel staff are the face of your service. Ensure they are always ready to listen and respond to guests’ needs. Friendly, attentive, and enthusiastic service creates a comfortable and enjoyable environment for guests.

5. Provide Unique Experiences

Make guests' stays special with unique experiences that they won’t find elsewhere. This could include a local cooking class, a special tour, or a cultural event held at the hotel.

After the Stay: Build Long-Term Relationships

6. Send a Sincere Thank You

After guests have checked out, don’t forget to send a thank you email. Express your appreciation for their choice and encourage them to share their feedback about their stay. This not only helps improve your services but also shows that you genuinely care about your guests.

7. Implement a Loyalty Program

Hotels can set up a loyalty program with enticing offers like discounts on future stays or special gifts. This not only encourages guests to return but also helps build a lasting relationship.

8. Listen and Improve

Always listen to guest feedback to continually improve your services. This will enhance your hotel’s reputation, showing that you listen and strive to innovate in order to serve your guests better.

Read more: 5 Tips for Hotels’ Effective Reputation Management

Conclusion

By meeting and exceeding guest expectations before, during, and after their stay, hotels can create memorable experiences and build strong relationships with their customers. This approach not only helps grow your business but also contributes to a positive reputation for your hotel. If you need further advice on enhancing guest experiences and managing your hotel, connect with Hotel Link for expert guidance today!