We’ve talked before about providing top-quality customer service to clients and customers. Nowhere does customer service come into play more, however, than in the hospitality industry.
Millions of people stay in hotels, inns, bed and breakfasts, and rental properties each year. If you work in the hospitality industry, a few small changes or practices can make a big difference in how people view your brand and whether or not they’ll return (or recommend you to their friends and family).
These little gestures are a marketing tool that you are using in-house. They are a hands-on approach to boosting your brand and showing your guests who you really are. With that in mind, let’s take a look at a few simple things that you can do to boost your hospitality business and leave a lasting impact on your guests.
Learn About Your Guests
If you’ve spent any time researching marketing techniques, you may already know how important it is to understand your target audience. Any guest that walks into your establishment immediately becomes your target audience.
They are likely tired of hearing overused lines or being “advertised” to. So, instead, do your best to get to know them in the limited interactions you may have. Where are they from? What are they in town for? By paying attention to their preferences, you can personalize their stay by making suggestions on rooms, amenities, and even food options in the area.
A little personal touch goes a long way.
Show Your Gratitude
When a guest stays in your establishment, they are paying for your services. They are choosing your business over another. So, don’t be afraid to show how grateful you are. Leave a little ‘thank you’ note or card on their room desk, or set their room up with a welcome gift. It doesn’t need to be anything elaborate; a few pieces of chocolate, coupons for local restaurants, or a complimentary bottle of wine are all great ways to show your guests you care and that you’re glad they are staying with you.
Be Inclusive
People from all walks of life want to be able to travel. That includes people with mobility issues or disabilities. By making sure your establishment is inclusive for as many people as possible, you’ll be setting yourself apart from other businesses in your industry.
Everything from wheelchair ramps to including Braille writing on important signs can make a big difference to people who aren’t used to things being so accessible. You can even use your accessibility features as a marketing tool, letting people know that you are open for everyone, and you want to encourage as many people as possible to stay with you, no matter what.
When you establish an environment of accessibility and inclusivity in your establishment, word-of-mouth advertising will be hard to avoid.
Keep these tips in mind when it comes to boosting your business within the hospitality industry. Again, they might seem like small things on the surface. But, they can make a world of difference for your guests.
