In the good old days, not any Tom, Dick or Harry could open a hotel. But times have changed. With a surge of alternative accommodation types such as serviced apartments and AirBnB, the competition for hotels has grown exponentially in the last five years.
Enticing guests to stay with you has become one of the biggest obstacles in the hotel industry, since guests now have a range of options available to them – many of which are far more affordable than a traditional hotel. What many guests want from hotels also seems to have changed. While some are still looking for the familiar comfort that hotels provide, others are longing for a local experience. Hotels are uniquely equipped to cater for both.
What is a experience exactly?
There is often a sense of sameness between hotels. It doesn’t matter if you are in Barcelona or Johannesburg, you get to your room, and know what to expect. As GoCanvas explains, hotels offer consistency, and it can be reassuring to find that some things never change, no matter where you are on the planet.
In general, guests know what to expect when they walk into a hotel room. They know there will be someone at reception, a clean bathroom stocked with travel-size toiletries, a neatly made bed, TV, phone, closet with hangers, and maybe a couple of extras — like a microwave or mini fridge. — GoCanvas
While providing that sense of comfort works well for business travellers and guests who prefer to explore on their own, many prefer to be taken out of their comfort zone. They want to experience what a city or country is like, rather than simply sticking to the hotel lobby.
A great customer experience is taking customer service to the next level, and going out of your way to ensure that your customers have the best possible stay, not only at your hotel, but in your area. Doing this doesn’t necessarily mean making drastic changes like upgrading every guest’s accommodation or buying iPads for every room. Perhaps the biggest change that your hotel needs is a change of attitude.
Engage with guests
The foundation for a great customer experience is getting to know your guests. This is where AirBnB has an edge, according to Layer.com, and is part of what has made it so popular.
