What is the difference between good and excellent service? How can you make sure that a guest you are meeting for the first time will become someone who returns to your business regularly?
Interpersonal relations are becoming more and more important in the hospitality industry, and guests are looking for memorable experiences.
Here are some recommendations for providing 5-star service.
1) Customized services.
Making your guest feel important is the first rule: your guest should feel pampered from the moment they book until the moment they leave.
Your guest should also get to know you and your staff: you should greet your guest with their name, sign your email messages and answer telephone calls with your name and your professional role.
2) Check in and Check out 24 hours a day.
A quick, simple check in process is always greatly appreciated, especially after a long trip, perhaps with a few hitches along the way. To compete with excellent quality service, it is a good idea to offer 24-hour check in.
It is not by chance that Booking recently selected an Italian start up by the name of Keesy, which offers an automated reception system to register guests to their rooms and receive payment.
3) Bathroom essentials.
Toiletry essentials in the bathroom enhance the accommodation and help to create an unforgettable relaxing experience.
A high-quality bathroom set is a must. The same is also true for towels and bathrobes. Select these items carefully, with a focus on quality materials combined with functionality, as well as practicality from a laundering standpoint.
4) Sweet dreams.
Sleep is a fundamental part of a hotel stay. A perfect night’s rest for your guest starts with the mattress and pillow.
Guests appreciate an ample selection of pillows, because the most comfortable pillow is a subjective choice: some people prefer firm support, while other enjoy a wool effect, and others the softness of down.
The same is also true for the duvet. There are also many available options in terms of materials as well as weight. Of course, the bed linens have an important impact on your guest’s comfort: different materials provide different sensations and answer to diverse needs; for example, the softness of satin or the cool touch of cotton percale.
A combination of quality and functionality are also important in this case, without ever taking the appearance of the room for granted.
5) Attention to detail.
You cannot talk about luxury without talking about an eye for details. The rooms must be impeccable down to the finest details. For example, no worn linens, and perfect maintenance on everything inside of the room. Every single object must be perfect and respond to the standards of the hotel.
Just one small detail out of place could ruin the overall effect.
6) Making your guest feel special.
Authentic hospitality usually is the key to a hotel’s success. The objective is to give your guest a memorable experience that takes into account the aesthetic, technical and human dimensions of the service.
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