As we all know, a happy guest is a returning guest, and the key to achieving this is by providing a memorable experience. In today’s competitive hospitality industry, hotels constantly seek ways to stand out and provide an exceptional guest experience. One of the key ways to achieve this is through personalization. By tailoring their services to meet each guest’s unique needs and preferences, hotels can create a memorable experience that sets them apart from their competitors.
In this blog, we will explore the concept of personalization in hotels and how it can be achieved through a combination of excellent customer service and technology. Join us as we delve into the world of hospitality and discover how to improve the guest experience in a hotel through personalization.
Emails Before and After a Guest's Stay
Emails are a powerful tool for hotels to connect with their guests and provide personalized service. By sending emails before a guest’s stay, hotels can gather important information about their preferences and needs. For example, a hotel can ask guests if they have any special requests or requirements for their stay, such as a specific room type or dietary restrictions. This information can ensure a smooth check-in process and make guests feel valued and cared for when arriving.
Emails aren’t just useful before a guest’s stay — they can also be a valuable way to gather feedback and reviews after a guest’s stay. By sending an email after a guest checks out, hotels can ask for feedback on their experience, which can help the hotel to continually improve and provide a better service for future guests. Reviews and feedback are also important for potential guests, as they can give them an idea of what to expect from their stay at the hotel.
Use Your Guest's Name
One of the simplest yet most effective ways to personalize a guest’s experience in a hotel is to use their name. It may seem like a small detail, but it can make a big difference in how the guest perceives the service they receive. By greeting guests by name at check-in, during their stay, and check-out, hotels can create a more welcoming and friendly atmosphere that makes guests feel valued and appreciated.
Hotels can ensure their guest’s name is included in all emails and correspondence through email marketing software that automatically adds the guest’s name to the subject line and body of the email. By doing so, hotels can create a more personalized and engaging experience for the guest, leading to a better overall impression of the hotel.
Using a guest’s name is a simple yet powerful way to improve the hotel guest experience. By training staff to use guests’ names and implementing email marketing strategies that include personalization, hotels can differentiate themselves from their competitors and create a loyal customer base.
Utilize Technology to Personalize a Guest's Stay
Technology can help hotels personalize a guest’s stay in various ways. One of the most effective ways is by allowing guests to make choices for themselves wherever possible. By giving guests control over their experience, hotels can create a more personalized and tailored experience that meets the guest’s specific needs and preferences. Here are a few examples of how technology can help improve hotel guest experience:
- Dining: Hotels can provide guests with a range of food options at breakfast, including vegetarian, vegan, and gluten-free options. By doing so, hotels can cater to each guest’s dietary needs and preferences, creating a more personalized and enjoyable dining experience.
- Check-in: Another way hotels can utilize technology to personalize a guest’s stay is by offering paperless check-in options. This can be achieved through mobile check-in apps, letting guests check-in and access their room keys through smartphones. By providing this option, hotels can streamline check-in and create a more convenient and personalized experience for guests.
- Snacks: Hotels can also provide guests with snack options in their rooms, including healthy options like fruit and nuts and indulgent treats like chocolate and chips. By providing a range of options, hotels can cater to each guest’s tastes and preferences, creating a more personalized and enjoyable experience.
Other examples of how technology can help improve the hotel guest experience include providing baby cribs in the room, introducing self-pour taps for draft beverage choices, and keeping facilities open for as much of the day/night as possible. By utilizing technology to personalize a guest’s stay, hotels can differentiate themselves from their competitors and create a loyal customer base.
Create Add-On Packages for Different Traveler Types
Hotels can enhance a guest’s experience by offering add-on packages tailored to different types of travelers. The key to creating successful add-on packages is to think about each type of traveler’s specific needs and desires. By catering to their preferences and creating unique experiences, hotels can make guests feel more valued and increase the chances of repeat business.
Business travelers are a crucial market for hotels, and offering packages that cater to their needs can help increase loyalty and revenue. For example, a hotel could offer a business package with access to a coworking space or meeting rooms, high-speed internet, and complimentary breakfast.
Families traveling with kids often need extra amenities and activities to entertain everyone. A family package could include a complimentary breakfast for kids, a fun activity like a scavenger hunt, or discounted tickets to nearby attractions.
Couples on a romantic trip may be looking for a more intimate experience. A hotel could create a romance package with a bottle of champagne, chocolates, and rose petals on the bed. Other ideas could be a couples massage, private dinner, or sunset boat tour.
Special events, like weddings or anniversaries, are an excellent opportunity for hotels to offer special packages. These could include a champagne toast, couples massage, or private dinner. Hotels can also partner with local vendors to offer unique experiences, such as a hot air balloon ride or a wine tasting.
Leave Personalized Notes in Each Room
Leaving personalized notes in each room is a simple yet effective way for hotels to make their guests feel welcomed and valued. Think about it — when was the last time you checked into a hotel and found a handwritten note with your name on it? It’s a small gesture, but it can go a long way in building a connection with your guests and leaving a lasting impression.
By taking the time to write a personalized note, hotels can demonstrate that they care about their guests’ experiences and are committed to making their stay as comfortable as possible. Guests will appreciate the extra effort put into making their visit memorable and likely make them more likely to return in the future.
A personalized note can also let hotels showcase their brand and unique personality. A note that is funny, thoughtful, or creative can leave a lasting impression on guests and make them more likely to remember their stay fondly. It can also help hotels stand out from their competitors and differentiate themselves in a crowded market.
How PourMyBeer Can Help Personalize Your Hotel
Personalization is a powerful tool, and now you know how to improve customer experience in hotels! From personalized notes in each room to customizing amenities and services, there are many ways hotels can personalize their offerings to stand out from their competitors and drive revenue.
One innovative way to provide guests with more personalization options without increasing the workload for hotel employees is through self-pour taps. These self-pour taps have many benefits and let guests pour their own drinks and choose from various options, providing a higher level of control and personalization. Hotels can also use self-pour taps to provide add-ons such as food and beverage pairing suggestions, tasting notes, and more, further enhancing the guest experience.
Success Story: Hampton Inn & Homewood Suites Boston Seaport
Hampton Inn & Homewood Suites Boston Seaport, a limited-service, limited-staff hotel, wanted a beverage program for guests but did not want to operate a traditional bar due to staffing challenges.
By offering a self-pour beverage station in the lobby, hotel guests could easily pour their own beverages after a long day of travel or before a night out. The hotel quickly saw increased guest satisfaction and sales! Download the case study below to learn more about how Hampton Inn & Homewood Suites achieved profitability within 3 months after implementing a self-pour beverage station!