10 tips for more personality
1. A greeting prior to arrival
A confirmation email is a must. But how about sending out a further pre-arrival message? This offers the opportunity to ask guests about their special needs and wishes and to offer additional services.
2. Small gifts work miracles
Who doesn't like being given a voucher for drinks at the hotel bar or seeing a fresh bunch of flowers on the table? Courtesies and signs of affection which create a positive feeling.
3. Insider tips generate trust
Bring local events to the attention of your guests. A collection of sights, places of interest, activities and restaurants in the area is often very helpful. A personal anecdote is often the icing on the cake.
4. Address people by name
Persons addressed by name feel valued and appreciated. Even the re: line in an email can make a difference. When personalised, the likelihood of the contents being read is considerably higher.
5. Tailored experiences remain unforgotten
Most guests want highlights and to be at the centre of attention during their stay. The exceptional rather than the ordinary. So how about customised theme packages or service offerings which make holidaying a very special experience? From individually tailored wellness through to a private candlelight dinner in your own room – nothing is impossible!
6. Create guest profiles
The foundation for a uniquely personalised holiday experience is the creation of guest profiles. Alongside contact data, it is a good idea to document birthdays, special interests, individual wishes and food allergies, for example – so that you can thoroughly impress your guests when they next visit.
7. Digital words of welcome
A digital check-in goes a long way towards meeting guests' desires for smooth processes and the use of smart technology. This allows you to welcome your guests without any further to-do and without having to fill in forms. Besides that, digital check-in programmes offer all sorts of features allowing you to stay in contact during a stay.
8. A peek behind the scenes
Show your guests who is responsible for organisation and the running of your hotel. Introduce hotel team members! A peek behind the scenes creates a confidence base and promotes a sense of belonging. To do this, use the usual social media channels. Allow guests to see what goes on behind the scenes at the hotel and introduce key individuals who work there.
9. Stay in contact
Checking out does not mean gone and forgotten. Maintain contact with guests after their stay. Repeat visitors are welcome guests. This is best achieved using a personalised email. This also offers the opportunity to obtain feedback – very important for further optimisation.
10. Let the sender reveal their personality
Not only should the recipient of an email be addressed by name, the sender, too, can show personality. Bring correspondence to a close by revealing you are a real-life person and not an anonymous entity: 'Susan wishes you a pleasant stay'. Simple, but effective.
This article is part of our customer magazine "Welcome & Stay". Feel free to download the digital version of the magazine.
