How can you stand out in guest services?

Creating "WOW" experiences is all about the details! Remembering milestones in the Guest's lives such as birthdays, anniversaries, first stay, etc. When greeting Guests with this information, you're building relationships that can last a lifetime. Pro-tip: could you share this information with team members using the PMS, CRM, or emailed reports? The collective experience is what carries through the entire stay.

Knowing your guest is THE ingredient. A standard gesture is always welcome, but if you really wish to WOW the client, you need money-can't-buy and/or personalized experiences - and you can only create those if you know what's on your client's mind, better than them.

Listening and Team Work are the secret weapons in Surprise and Delight. Rather than asking how you can stand out, think how can our team stand out. From the moment a guest interacts with the property questions should be asked so that their experience is unique to them. Once they step on property, small things like the Valet tipping off the front desk that such and such guest, dressed such and such way is heading in. Once the guest touches the desk define their experience in a personalized way. Not "how can I help you" but "Welcome Mr. Harris we are excited that you are staying with us this weekend". Using the information that the guest has shared with your team in respectful and meaningful ways helps you & your team stand apart.

Like a lot in hospitality, it's about putting yourself out there to know the guests. Talk to them actively. Not just about the drinks or food. These can be ice breakers but, unless they wish to know specifically about something, for example if they are a whisky fan and want information on the product(s), then be more generalist. It's fine to talk about the venue but try and personalise it to them. What do they like? Anything they don't? What would they like to see? As mentioned, it's handy to remember all of this but that's impossible for each and every guest. Have a CRM system which is compliant with any relevant legislation.

Knowing your guests is the cornerstone of standing out in guest services. It's not just about fulfilling requests; it's about understanding their preferences, anticipating needs, and creating an experience that resonates personally. By recognizing the uniqueness of each guest, you not only meet expectations but exceed them, leaving a lasting impression that transforms a visit into a cherished memory. In the realm of hospitality, the simple act of knowing your guests becomes a powerful tool to differentiate and elevate the quality of service provided.

At the core of outstanding guest services lies an undeniable passion and enthusiasm. It transcends the ordinary tasks, focusing on injecting every interaction with a sincere dedication to delivering unmatched service and crafting enduring memories. Your fervor for your hospitality venue, its offerings, and its principles must be tangible, echoing through your language, tone, gestures, and conduct, #Fidasays

The heartbeat of exceptional guest services is undeniably fueled by passion and enthusiasm. Beyond the routine tasks, it's about infusing every interaction with a genuine zeal for delivering unparalleled service and creating lasting memories. Your enthusiasm for your hospitality venue, its offerings, and its values should be palpable, resonating through your words, tone, body language, and actions.

Central to excellent guest service is organizational culture. Guest service excellence can only be achieved when there is a commitment made throughout the organization, starting with leadership. Efforts and investments must be made in employee hiring, training, recognition, and compensation. Such a culture results from values and behaviours that place service excellence and guest satisfaction at the highest level. Very few companies do that consistently. Those who do it will stand out.

Cuide da jornada do hóspede como um todo, não somente no que tange sua parte. Isso irá ajudar você a fortalecer seus relacionamentos interdepartamentais, aprender novas habilidades, aumentar sua visão sistêmica e estratégica. Se você é do front, você pode garantir que o time do spa sabe quem é seu cliente, suas preferências, assim como o time de governança, reservas..Você pode verificar com vendas se seu cliente está tendo acesso às melhores condições de tarifas e pagamento disponíveis, com marketing se ele está no mailing para convites para eventos especiais. Você pode manter contato com seu cliente mesmo quando ele não estiver hospedado, para mandar notícias da cidade, ou enviar um presente para sua residência.