There is definitely an art to building an impressively hospitable environment that will entice your guests to continue to book rooms within your hotel for years to come. Many hotel owners and hotel managers are under the misconception that good service and excellent hospitality are similar. In fact, many believe they are synonyms and have the same definition!
In fact, good service and hospitality are two different concepts that can coincide within the same hotel. You see, good service is defined as the bare minimum of what any hotel should be providing for all guests during each visit. Things like providing amenities for guests who may have forgotten a toothbrush or supplying each bathroom with complimentary soaps fall under the category of “good service”.
True hospitality, on the other hand, is the act of going above and beyond what guests expect from the hotel. Hospitality can definitely be additional acts of service, but it also includes the atmosphere and vibe of the staff members and managers within the hotel. Sure, your staff members may be doing a good job. What is their attitude and demeanor like as they are providing good service, though? How would the staff define the relationships between staff managers and management?
These questions, and more, are very important to consider when beginning the process of building an exquisite hospitable environment within your hotel! Here are four essential tips to build a hospitable environment within your hotel:
Put Yourself in the Shoes of Your Guests
Consider the expectations of your guests, and then brainstorm ways you can go above and beyond those expectations. Avoid falling into the trap of believing the good service is the exact same as hospitality. Going beyond what guests expect can include management stepping out of their office to offer to carry an old woman’s bags up to her room. It can look like staff members taking a moment to actually get to know their guests rather than nicely checking them in and then quickly brushing them aside for the next set of guests.
Reward and Recognize Dedicated Employees
Recognizing employees and members of management who go above and beyond what is expected is a great way to encourage them to continue to be hospitable to your guests. Heck, you should even reward the employees who may be offering good service but may not have crossed over into the realm of being hospitable. Consistently rewarding the behavior you want to see will inspire your employees and members of management to do even better work for you. In addition, it will encourage other staff members to step up so that may also be recognized!
Encourage Camaraderie and A Fun Environment
Hotels can be a busy place, and no one wants lines of guests waiting to be checked in or to have their concerns heard. However, rushing guests through the check in process and treating them like they are on an assembly line in a factory is not a great way to build lasting relationships and to foster good feelings. Encourage your staff and members of management to get to know the guests, and also provide an environment that is safe for staff members to make friendships and to get to know each other as well.
People work better when they are surrounded by coworkers they enjoy; no one wants to go to work where they are barely allowed to get to know who they spend the day with. You can build a team of staff and management that feels more like a family by providing business outings and activities where everyone can get to know each other outside of the hotel. This will reduce employee turnover rates within your business, and guests will pick up on the homey atmosphere you have created.
Provide Enticing Incentives for Repeat Business
Find a way for staff and management to keep track of repeat guests within your hotel. Each time a repeat guest comes in for another stay, staff members should welcome them back and ask them how they have been. This simple act will make guests feel seen for their loyalty, and it will also make your hotel feel more familiar and comfortable for returning members.
Offering deals, small gifts, or even management recognition for guests who are returning are all wonderful ways to build relationships and encourage even more repeat business! Going above and beyond guest expectations and pleasantly surprising them is the best way to build a hospitable reputation within the hotel business world. In addition, building a close and lasting family of employees will uplift the vibe of your hotel. Over time, guests will pick up on this warm atmosphere and will be compelled to continue to book with your hotel!
