Here’s an exchange a traveler recently shared on Twitter, recounting a quick but memorable check-in experience at a major branded hotel:
Me: I’m checking in
Him: Long day?
Me: Too long
Him: Here’s a voucher for the bar.
Yes, building loyalty can be that simple. Whether a property is branded, independent, large or small, a hotelier can make a guest’s stay a lot more memorable by anticipating their needs and personalizing the experience. And once a guest has had a positive experience, they’ll be much more likely to share that story on TripAdvisor, Yelp and other review sites. (For the record, the traveler in the above exchange made a point of tagging the hotel brand in the tweet.)
Offer the Unexpected
Making a guest’s stay memorable enough to be shared on social media doesn’t always have to be a huge gesture. Front desk agents should put themselves in the guest’s shoes and imagine what they would want in the guest’s situation.
If a hotel doesn’t have a bar where a weary guest can get a late-night refreshment, the front desk agent can offer a voucher for the grab-and-go stand, or deliver some fruit from the kitchen. Hospitality is more than just food, of course: A hotelier can also keep a few umbrellas by the front desk for the staff to hand out in case of unexpected rain. The cost to the hotel will be minimal, however guests will appreciate knowing that the hotel team cared enough to keep them dry, or make sure they had something to eat before bed.
