If you’re looking for ways to improve guest experience at your hotel, who better to get advice from than hoteliers who’ve won awards thanks to the fantastic experiences that they provide their guests?
NB: This is an article from GuestRevu
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We asked award-winning hoteliers what their secrets are, and we noticed that despite their unique properties, locations, staff, and management styles, all of these award-winning hotels share three core values at the heart of their guest experience. These are the foundations of their exceptional service and the cornerstones of their success:
Delighting Guests By Getting The Details Right
Sometimes a great guest experience is about a big moment that stands out in a guest’s mind. But, more often than not, it’s the small details that make a stay memorable. Your guests might not consciously notice all of the finer details, or may not be able to put their finger on exactly what made their stay special, but, as the team at Belmore Court & Motel knows, it’s a combination of all of these thought-out details which add up to make the guests stay memorable.
“We’re all about making guests feel like they’re coming to a home away from home. That means we nail the personal touches, obsess over the little things, and always have a smile ready when they walk through the door.” – Terry B McCartney | Owner | Belmore Court & Motel (2023 Shortlist GREATest Service and GREATest Value for Money)
It goes beyond getting the basic details right – the modern traveller wants their personal needs met every step of the way. Personalisation is more than just a buzzword — it’s a necessity for making your guests feel like more than just a head on a bed. When using the right technology and adopting the right policies, hoteliers should have a wealth of data at their fingertips as soon as the guest has booked, and making the most of that information will make your guests’ stay that much more memorable.
This approach has worked wonders for the team at Thaba Eco Hotel. “We understand that guest tastes, preferences and likes are not all the same, and therefore we don’t believe in applying a cookie-cutter approach,” explains Maris Botes, Managing Director at Thaba Eco Hotel, which was shortlisted for GREATest 50-99 room hotel in the 2023 GREAT Awards. “Guests have become increasingly more savvy and sophisticated in terms of what the difference between an average and an outstanding stay is. Prioritising guest experience and satisfaction by offering personalised services, anticipating needs, and providing tailored amenities to enhance their stay is essential in exceeding guest expectations.”
