In the hospitality industry, there is only one boss who is the guest. He has the power to take away business from you by spending elsewhere. As the new year had just started it is now the perfect time to make some resolutions to entice more guests. Group La Meridiana gives some tips to improve hotel’s services and become a guest magnet.

Personalize the Hotel Experience

Whether it’s delivering a hand-written letter or card to guest room or reserve a table during breakfast with a sign, guests love seeing their name. There are other simple and inexpensive things that you can do such as asking beforehand the room temperature your guests prefer so you can set it beforehand or if there is any special diet they have so you can recommend a local restaurant.

Know what guests want from you

Are they looking for a quick, easy place to spend a night? A romantic getaway? A family vacation? An urban experience? Do they want a lot of attention or to be left alone? Once you identify the types of guests your property attracts (golfers, romantic weekenders, business travelers, winos, birdwatchers, hikers etc.) think about whether your website serves them as well as your property does. Does your website show potential guests exactly what your property has to offer? The point of your content is to answer all their questions. Do you show them the activities around your property that they might be interested in and offer packing tips? Do you show them great pictures of things they might like to do? Distinguish your offerings and don’t worry about your competitors.

Check in With Your Guests

Call rooms five to 10 minutes after guests arrive to ask them if they need anything. Answer requests immediately, then allow guests to rest without being disturbed. Offer wake-up calls before hanging up. Understand your guests’ needs. Keep up-to-date with what your guests want by listening to them. Get to know your guests and be visible in your hotel, making personal contact with your guests to build rapport and trust. They are then far more likely to tell you what they want and what would encourage them to return. The more you get to know your guests the easier it is to anticipate their needs, and deliver what they want on a consistent basis to keep them satisfied. Avoid being so bound by your own rules that you can’t be flexible. If a guest wants a lie in and would like breakfast at 11.30, is this really that big a problem if it means they enjoy their stay and tell their friends?

Train your staff

Your staff need to know the level of service that your guests expect. Have the appropriate training, tools and systems in place in order for them to deliver this. Brief your team so that they too can recognize and remember your loyal guests and empower them to deliver what your guests want and expect. In the unfortunate event that your guests have cause to complain, give your staff the training, confidence and authority to deal with complaints promptly. Your recovery of the situation can in itself earn you brownie points.

No sneak charging!

Nothing is more disappointing to a guest than getting a bill full of charges for items and/or services that they didn’t know they were being charged for. It leaves guest feeling cheated and lied to. Offering a small complimentary breakfast, coffee, and free internet is the least thing a hotel can do to usher in guests (especially for the millennial guests). Be creative with your freebies. Send a small token or gift home with guests. A jar of homemade jelly, basket of soaps or a elegantly wrapped box of chocolates makes anyone feel appreciated. To increase the effect, have the gifts waiting in the rooms at arrival or hand it to them as they leave. If a guest is going to be charged extra for using toiletries or items in the minibar be upfront about it and make sure the guest is notified.

In the end do not forget about “Green” practices  that will attract more guests in the long term. Because not only are guests growing more tech-savvy, they are also getting eco-friendly. Just taking some these actions cheap and friendly will enhance your hotel’s guests affluence.