In the hospitality industry, regardless of your price and how many stars your business has to make a positive impression on customers. Part of hospitality business management is training your staff to carry out those special touches that make staying in your venue feel unique.
Match tone to atmosphere
Standards of service have gotten a lot more casual, but different environments still have different expectations. In resort management, if you have a fancy and expensive spa at the heart of the guest experience, you will want a mix of restful and respectful. On the other hand a western style ranch is going to encourage a more open attitude, so make sure staff doesn’t forget their bright and friendly smiles and -Y’alls-
Think responsive and customized
The best thing you can do for guests is remember their individual preferences. Your secret weapon is your hospitality database, tracking their names, likes and dislikes, as well as how frequently they stay with your establishment. If you’re part of a larger chain, you can even find out where else they’ve stayed. After all, nothing beats a -Welcome back!- to remind guests they should stay with you often, and you’ll blow visitors away when you remember little things like their desire for extra towels.
Friendly, always, for everyone
From concierge to maid to dishwasher in your hotel kitchen, every single member of your staff is in customer service. Pay a little extra and keep staff morale high, it’ll show up in a can’t be faked attitude towards guests that will also make it easy to attract the best possible workers. This is particularly important in a seasonal business, for example if you do ski resort management you want staff coming back year after year for seamless service and a great presentation with no fumbling around.
A special brand of chocolate on the pillow sounds clich, but guests appreciate the better-than-home touches and these sorts of freebies also become souvenirs. Do not overlook the value of branded goods, as some hotels have such a cachet that guests have to be prevented from leaving with towels or outright stealing silverware. You can deal with guest wishes to take the atmosphere with them by offering the fixtures for sale, but before you get to do things like licence your own line of bed sheets, you first need to enhance your hospitality brand.
Thus, whether it’s DIY fresh waffles as part of the breakfast buffet or a fancy way of folding napkins, making your venue unique is another important aspect of hospitality business management. If it’s a business with a long standing history or a chain, you may have established traditions, but if not, you will really want to put effort into developing some. Combined with personalized service it’s the best way to keep guests coming back year after year, whether corporate or pleasure travellers.
Visit Canadian Tourism College for more information on improving your skills including enrolling in hospitality management school.
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