When you work in the tourism industry, your business revolves around keeping people happy. The opposite is also true; if you slack on the small things, especially in the hospitality industry, it doesn’t go unnoticed and will likely affect your business in negative ways.
What are some aspects you can do to enhance your customers’ experience? From simple extras you can interpolate that they won’t be expecting to paying attention to the type of people you hire, the following are a few suggestions that can impact your business in profound ways.
If that’s the case, make sure that whoever is working with customers is someone who is able to be diplomatic, great with people, tactful and kind. If customers have a negative experience, social media alone can cripple your business (cuz everyone and their dog is likely to hear about it if customers post details about their trip). Make sure the people you’ve got working for you are actually working for your business, not against it.
Focus, focus, focus. In the hospitality industry, your work centers on the contentment of your customers. Make their comfort and convenience your primary aim, seeking out (and welcoming) their feedback on what can be done better. Especially if you are in the beginning years of doing this type of work and establishing a thriving business, it takes fine tuning. Your customers are the best people to poll relating to their experience: what they loved, and what might have been done better. As you modify things here and there by addressing feedback, you’ll end up with a well-oiled machine that prioritizes customers and keeps them coming back for more.
It can not be overstated that the first impression your guests have of the room they are staying in can make all the difference. Make sure it smells good. Make sure the lighting contributes to making the room feel comfortable and cozy and inviting.
Sure, you may have each day scheduled with plans of places to go and things to do, but when the guests have down time, work on providing the best. If you’re dining in-house, have a fantastic chef that serves up amazing meals. Hit all the culinary hot spots if you’re going out on the town. And when it’s time to relax, have top-of-the-line choices that are geared toward your guests’ satisfaction and relaxation. You want them to leave their experience with you feeling
rejuvenated, rested, and pampered.
Throw in simple, small, unexpected perks– things that make your guests’ stay with you a cut above the rest. These small things alone show that someone was paying extra attention to making the experience more enjoyable and pleasant, and it will leave an impression that won’t be forgotten.
Doing work in the hospitality business indicates focusing on people. If you can keep them happy, they’ll keep your business prospering– a win-win for everyone involved. Truly, once and for all, the little things make all the difference.