One of the most impactful ways to reach out to a customer in a hotel or restaurant is by personalising their experience. It’s become one of the biggest trends to enter the hospitality industry, and we have revealed four easy ways on how you and your team can create those special moments that your guests will always remember…
Do your research on guests
At the time of booking, allow guests an opportunity to note whether their visit is for a special occasion. This will allow you an insight on where to seat them, and to get an understanding on why they’re visiting you which will allow you to celebrate with them! From this, the information can be passed to the team to ensure that they can create an unforgettable anniversary, birthday, or new job promotion.
Have a manager visit
In any job, a manager’s time is often precious so when they take the time to say hello and ask their customers how their visit is going, it’s often very appreciated. It’s also a great opportunity for them to raise any issues, if there are any, and a chance to get to know the staff.
Look after regular visitors
Using booking engines and systems, most hospitality establishments have the ability to monitor new and existing guests. The team will be able to see who has visited before, which should be noted and a great service should be provided to them because they’ve chosen to come back to visit. Engage with them to make them feel welcomed back; you could make it extra special for them and have a welcome drink or treat ready for them on arrival.
Invite customers back
One of the most important things to do when saying goodbye to your guests is to invite them to come back and visit again, it will make them feel valued and important to you. You might want to strike up a conversation to show that you care about them, and that you do want to find out more about them. If they have visited for a special offer or an event, why not take some details from them so you can contact them again in future to invite them through the doors again?
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