Comment mieux anticiper les besoins de vos clients ?

Being genuinely interesting in getting to know your guest and their interests is the first and most important things about delivering anticipatory service. Anticipatory service can happen if we are observant and notices body language of our guests. After all hospitality is all about dealing with people and emotions to exceed expectations every day.

Understanding customer pain by evaluating complaints, through application of mystery shoppers and then making that change which eliminates identified deficiencies. Communicating the improved status to the customer is key to winning their loyalty...

The first step to anticipating the needs of your guests is to listen actively to what they say and how they say it. Pay attention to their tone, mood, preferences, and feedback. Ask open-ended questions to clarify their expectations and needs. Repeat back what you heard to confirm your understanding and show empathy. Listening actively will help you identify their problems, desires, and emotions, and tailor your service accordingly.

It's just like sales ! Understanding your guest is just like assisting them understand what is the right product for them. Always remember the right questions, know their needs and in future anticipate them. Active two way listening is you need to learn .

Listen actively.Pay attention to their tones moods n feedback’s. Ask open questions to clarify their thoughts. Show empathy. Then I believe it is done Cheers

The second step to anticipating the needs of your guests is to observe carefully their behavior, body language, and expressions. Look for cues that indicate their satisfaction, dissatisfaction, comfort, discomfort, interest, boredom, or urgency. For example, if a guest is looking around the lobby, they might need directions, assistance, or a recommendation. If a guest is frowning, they might have a complaint, a question, or a special request. Observing carefully will help you spot opportunities to offer help, suggestions, or solutions before they ask.

Observing allows us to gain insights, It helps you understand our guests and to tailor the service more effectively. By paying attention to cues such as body language and facial expressions, you can anticipate their desires and provide personalized assistance, creating a memorable experience. Keep the head up!

Try not to stare too deeply as this could cause uncomfortable feelings for the observed, but always try to accompany a look with a nice honest smile to transmit "you friendly". People will always verbally transmit what they want, but it is more difficult to "hide" your body's communication. So pay close attention to this and BE MINDFUL of your OWN body's communication.

Observation can be from anywhere starting from patterns to the tone and tempo of a guest. There are always cues in which a guest will speak to you. If you can hear beyond words, then you will timely be able to anticipate a guest needs, which will in turn make it a stay to remember and make the guest a returning one.

I will make sure to be actively attentive to the needs of our guest, anticipating what they may require. Whether they are visiting your city for the first time or on a business trip, I will try offer them what they might need ahead of time.

Once you've anticipated what the guest needs and you delegate the necessary requirement, ensure you follow up for the satisfaction of the guest. Follow up will also strengthen and allow you to understand whether this is what the guest was really looking for. Ensure that your team is also briefed on this thereby gaining a closure.

While learning continuously will be an on-going effortless task, the learning always depends on you having an openness to receiving feedback. Check back with your guest about their experience. Share with your team the same, hence also gaining their perspective. This will contribute to your learning and growth, and it's utilization in situations ahead.

This is something we cannot stress enough: YOU NEVER STOP LEARNING, ESPECIALLY IF YOU WANT TO SURVIVE. we all know the hospitality industry is a slow adapter and many are struggling to keep up with modern society norms and trends. This is mainly because of the "human resistance" to change. I'm sure we are all familiar with this: We've always done it this way, so why change?" Well, Bob, sure it worked so far, but humanity and society are changing, you can keep doing what you've done, maybe not tomorrow or even in 6 months, but eventually, you WILL fall behind and lose. So let your EGO down (because it is an EGO aspect) and be open to learning new things and trying new things to keep up with modern times. And don't be afraid to ask others.

It is time to stop seeing other esatblishments as competitors but more as partners. If someone is succeding, ask them what they did differently. It doesn't always mean COPY /PASTE, but it can give you that "unblock" to think of new creative ways to anticipate guests' needs and enhance your services.