News for the Hospitality Executive
Do Your Hotel Guests Suffer From Buyers' Remorse?
by Caroline Cooper
August 18, 2011
So you've got the booking. All you do now is wait for your guests to arrive. Right?
I'm sure you, like me, have made purchases - maybe bought a new pair of shoes, ordered a new car, or booked a holiday - only to reflect afterwards if we've done the right thing.
With a car it may have been an over zealous salesman, and now you start to see the car everywhere, or you hear tales of unreliability. When you've bought that new pair of shoes (I'm addressing the ladies here!) and you wonder if you will ever get any wear out of them. And with the holiday you start to read of poor experiences or learn that you have to fly from some remote airport that means leaving home at some forsaken hour to get your flight.
So what has this to do with your hotel guests? Why would they ever feel remorse?
Well, let's think about that period between making the booking and arriving at their room. Do your guests get:
A stony silence for the intervening period?
…..Or do you:
….Or do you:
….Or do you ensure:
….Or do you ensure
If you are in any doubt about any of these areas, take the customer journey, reviewing all potential routes; and encourage your team to do the same, as they may well notice things that you have become oblivious to.
The way your guests perceive you before they arrive and the welcome they receive will be a key factor in influencing the overall guest experience. A poor perception is likely to cause them to pick fault with everything, looking for confirmation of their first impression.
Always remember you only have one chance to make that first impression. Make sure it's a good one.
into Your Team's Talent / Caroline Cooper /May 2011
Your Existing Customers Selling For You / Caroline Cooper / April
Do Your Staff Quit Their Jobs? / Caroline Cooper / February 2011
to Get the Best from your Seasonal Staff / Caroline Cooper /
To Maintain A Happy And Motivated Hospitality Team / Caroline
Cooper / November 2010
with Your Team: Are You on the Same Page & Does Everyone Know the
Score? / Caroline Cooper / November 2010
- No News, Good News - for Your Team? Employees Need Feedback to Become
Great at their Jobs / Caroline Cooper / October 2010
|Nip it in the Bud ~ Dealing with Poor Work Performance / Caroline Cooper / September 2010|