Professionally Manage the Hotel Guest Experience

Edited by Hotelier, Crystal, Eng, rlawrence and 1 other

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Before Arrival

Hello, and thank you for watching VisiHow. In this tutorial, we will be discussing the hotel guest experience. I've been using the hotel guest experience flow chart to develop a training program that I've been able to successfully use to train my staff more about hotels than just what their job is. I wanted to make sure that people working for me understood how to do their job, but also understood how the hotel works, how everyone works together, and how the business of attracting and retaining guests actually happens. The guest experience has 5 components. The components are the pre-arrival, the arrival, the stay, the departure and the post-stay. To begin, we'll be discussing part 1 of 5, which is the pre-arrival.

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Steps

  1. 1
    The initial point of contact for any one of our guests will probably come from one of the following 4 ways:
    Telephone, Advertising, the Internet, which may be a company website, a third party booking agent (such as Booking.com, TripAdvisor, Expedia, Hotwire, Priceline or some other similar agency), or social media (such as a Twitter feed, Pinterest, Facebook or any other social media pages that allow guests or potential guests to interact with our property). We can also take a guest as a walk-in if someone comes in off the street and asks for information about the hotel.
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  2. 2
    In each of these touch points, the thing that we need to keep in mind is the type of information that we're providing.
    When we're providing information to a guest or a potential guest, it needs to be an accurate representation of the business and it needs to be very clear. It also needs to be very easy to access, so keep the accessibility in mind when creating the website. Sometimes we may run across a hotel website that is not easy to use and maybe we have to dig a little bit too much to find what we're looking for. Ideally, information should be readily accessible within a couple of clicks through pages, and it should be very clear to understand.
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  3. 3
    We also need to keep in mind the level of professionalism.
    Never let that down. Always deliver the information with a smile and always use professional language.
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  4. 4
    The third thing to keep in mind is engagement, especially when we're trying to attract guests who might not have any prior experience with our hotel or with our hotel brand.
    We need to make sure that we're making the guests very comfortable. We want them to read about our property and want to stay with us because they feel like we will take good care of them.
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  5. 5
    This concludes the tutorial on the pre-arrival phase of the guest experience.
    If you have any questions, comments or suggestions about this part of the tutorial, please leave them in the space below.
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Video: Professionally Manage the Hotel Guest Experience Before Arrival

On Arrival

Hello, and thank you for watching VisiHow. Today, we will be discussing the guest experience in a hotel. This is part 2 of 5 in the guest experience, focusing on the guests arrival.

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Steps

  1. 1
    To begin, the first team members that guests are likely to see when they arrive at the hotel will be the Valet and Door and Bell team.
    It may be 1 or any combination of those that the guest will see first, depending on what the guest needs and the locations of the staff members when the guest arrives. It should always be a person who is stationed at the proper location. The valet is responsible for taking care of the guests car if the guest is driving, and parking it valet. They will need to inform the guest of the parking charge (if there is one), and they will need to give the guest a ticket to claim their car with when the guest is ready to take the car out of the valet service.
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  2. 2
    The door and bell team is responsible for the safety and security of the hotel, and also for assisting the guests with their luggage.
    That is if the guest comes by bus, taxi, in their own car, or by foot. The door and bellman should be very friendly, efficient, careful, as well as helpful to the guest. The doorman will open the door for the guest, very warmly greet the guest, and help the guest from the door into the reception area, then up to their room.
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  3. 3
    When the guests arrive, the reception should be prepared for their check-in.
    The receptions need to be smiling, focused, professional, efficient, as well as very friendly. The check-in should be completed in a maximum of 9 minutes, depending on how many procedures we need to go through. The receptionist will need to be careful that all of the procedures are followed, which will be discussed in a later tutorial. They will absolutely be responsible for making sure those procedures are followed, as well as making sure the guests comfortable. We want to make sure that the guests are safe, secure, and they are happy.
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  4. 4
    The bellman will then help the guest up to the room.
    They may escort them and speak with them in the elevator, or they may deliver their luggage within a few minutes after the guests check-in. When the bellman arrives up to the room, they may need to assist the guest with a couple of extra things, just to make their stay more comfortable. They may need to ask the guest if the temperature is comfortable, for example. Then, they can show the guests how to adjust the temperature control in a room since that is a very common question. They can also point out some other features in the room, such as the safe box and how to use it, as well as the mini bar. These are just a few of the things that the bellman will need to do. Another one is to make sure that the guests luggage is properly stored on the luggage rack.
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  5. 5
    This concludes the tutorial, which is part 2 of 5 on the arrival of the guest experience in a hotel.
    If you have any questions, comments or suggestions about this part of the tutorial, please leave them in the space below.
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Video: Professionally Manage the Hotel Guest Experience On Arrival

During Their Stay

Hello, and thank you for watching VisiHow. Today, we will be discussing part 3 of 5 in the hotel guest experience. Part 3 of 5 deals with the guests stay. This would be while the guest is a customer of the hotel, whether they're staying in the room, attending an event or eating in your restaurant. There are various departments that one of your guests may interact with at any point during their time at your facilities.

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Steps

  1. 1
    The first one is the PBX Operator.
    Many times when the guests dials from their room, they will be connected to a PBX Operator, whose job is to provide a friendly and professional greeting to the guest, then direct their call as quickly and efficiently as possible. Some hotels will not have a PBX Operator. In these cases, the phone calls may be answered by the front desk receptionist.
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  2. 2
    The guests will interact with the receptionist during their stay.
    Many times when a guest has an issue, they will come in reception and inform reception that they're having a problem. The receptionists job is to remember that and take care of that problem while having good communication skills to communicate properly with the guest. They need to apologize on behalf of the hotel and tell them what steps are going to be taken in order to correct the problem, as well as (if the problem can't be resolved within a short amount of time), what kind of other steps they may take.
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  3. 3
    A guest may also interact with the concierge.
    The concierge has a lot of duties and it is quite a nice job. They provide recommendations, directions, make reservations and all kinds of different things. They need to know a lot about the city since they will be the expert on the hotel and the location.
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  4. 4
    Whether guests are coming from outside to spend a short amount time in the hotel or staying inside, they will interact with housekeeping.
    They may not interact directly with the housekeepers, but housekeeping needs to do a very good job and they need to have the right tools in order to keep the property in very good condition.
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  5. 5
    Keeping the property in good condition is also the primary job of maintenance.
    This could also be called the engineering department. Anything having to do with heating, air conditioning, water or safety, maintenance are the go to people for these issues. They need to know all about safety and make sure that all of the systems are in proper working order.
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  6. 6
    Spa & fitness is another area of the hotel that a guest may interact with if they want a massage, a facial, go swimming, use the gym.
    They may interact with some of the spa staff in this location.
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  7. 7
    For food & beverage, we may have a lounge, restaurant, cafe, bar, rooftop terrace or any combination of these, as well as the catering for any meetings.
    These people will be responsible for serving the guests in a very professional manner with their food & beverage needs, and taking care of them while they're using these outlets.
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  8. 8
    We could have any other miscellaneous outlets, such as a business center or any number of different areas such as a nightclub the guest or outside guest may be able to take part of in the hotel.
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  9. 9
    All of these departments need to work together.
    There are many ways that everybody in the hotel needs to work as a team. We will be covering this is more depth in later tutorials as well. This concludes part 3 of 5 of the hotel guest experience on the guests stay. If you have any questions, comments or suggestions, please leave them in the space below.
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Video: Professionally Manage the Hotel Guest Experience During Their Stay

On Departure

Hello, and thank you for watching VisiHow. In this tutorial, we will be discussing part 4 of 5 in the hotel guest experience, which deals with the guests departure. The teams that may be involved in the guests departure include the Bell & Door team, Receptionists, Valet Attendants or other departments.

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Steps

  1. 1
    The main duties of the Bell & Door team related to the guests departure are to handle and store the guests luggage if needed.
    Many times a guest may need to leave their bags and pick them up later in the day because their check out may be several hours before their transportation leaves the area. In this case, the bell staff will need to provide the guest with a clean ticket that they can bring back to reclaim their luggage. The doorman will also be responsible for opening the door for the guests, giving them a pleasant farewell, offering to call a taxi, as well as maintaining the security and safety of the door area.
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  2. 2
    When the guest arrives at reception to check out, the job of the receptionist is basically to confirm the accuracy of the bill, process the charges, and in some cases, collect feedback.
    This is a good opportunity to learn if the guest enjoyed their stay and if they had any issue that we may be able to fix for them. It's very important to process the charges correctly and that we ensure the guests bill is accurate. This is for the convenience of the guest, as well as satisfaction.
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  3. 3
    The valet attendant is responsible for safely returning the guests car to the guest, keeping in mind the guests seat preferences as well as the radio.
    If the seat or something needed to be adjusted, such as the mirrors, it is possible to do that in order to safely transport the car. However, it should be kept as close to the guests preferences as possible.
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  4. 4
    Other departments may also be involved in the guests check out.
    This can include housekeeping, in order to check the status of the room and make sure that there's been no theft or damage. There could also be minibar staff, which may be linked with the food & beverage staff or the housekeeping department, depending on the needs of the hotel. These people are responsible for checking and reporting the contents of the minibar so that those can be added to the bill before the guest checks out if needed, or even after the guest checks out. In some locations, we may be able to take the charge from the guests credit card after the guest has checked out, but that is based on the policies of the hotel. There may also be other outlets involved if there was any issue with the guests bill, for example, with a spa charge or meal from the restaurant. In these cases, the manager of these outlets may need to get involved in order to negotiate a solution.
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  5. 5
    This concludes the tutorial on part 4 of the hotel guest experience dealing with the guests departure.
    If you have any questions, comments or suggestions, please leave them in the space below.
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Video: Professionally Manage the Hotel Guest Experience On Departure

After Departure

Hello and thank you for watching VisiHow. In this tutorial, I will discuss the hotel guest experience. This is part 5 of 5, which deals with the post-stay. Hopefully the guests experience will not end when the guest checks out of your hotel. What I mean by that is that I hope that you are able to cultivate a good relationship with your guests so that they will follow you and interact with you on social media, keep an eye out for your promotions and news, and continue to experience your products whether it is staying at the hotel, having another meeting, coming to the restaurant and spa or any other outlets that you allow guests and members of the public to use.

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Steps

  1. 1
    One aspect of the post-stay interaction may be soliciting feedback.
    This can be done after the guest checks out, as well as at the check out process. After the guest checks out, we may be able to send them an email requesting them to complete a short survey on their stay at the property. They can also go onto some of the review sites such as Booking.com, Expedia or others if they didn't book their hotel stay on those channels. They can also post their review as well as some images on TripAdvisor. As far as we can, we should be out there and have a point person dedicated to monitoring these sites and responding to the feedback. We can get positive feedback as well as negative feedback. We hope that the feedback is very positive, but everyone will get some negative feedback at one point. When we get negative feedback, we should make sure to respond to it. In my personal experience as a reception manager, I was responsible for responding to the reviews on TripAdvisor and we had two guests that came to eat at our restaurant who came up to reception just to meet me and tell me that they were very impressed that I also responded to some negative comments on TripAdvisor, so it does look really good. It presents our property in a better light if we pay attention to both positive and negative reviews and react in a professional way according to each situation.
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  2. 2
    The second facet to the post-stay experience is customer engagement.
    This can take the form of a loyalty program, marketing, and social media. Any email that we send, including the feedback survey, we can promote a membership to the loyalty program. If we send a thank you, promote the membership to the loyalty program (if we have it). The guests may want to sign up so they can take advantage of some great benefits for next time. We can also promote a membership in the loyalty program in other areas such as during the booking process, during the check in or check out, or even sometimes during the guests stay. If we missed the opportunity, we can still do it post-stay. We may also have some marketing including ads, news or promotions. The guest may be able to sign up to receive an email when we have a new promotion. For example, if they want to know what is going on during the holidays, we can send them an email through the sales and marketing department. We also may have social media. Many hotels are using Facebook and Twitter, and they are starting to use Pinterest and Instagram in very interesting ways.
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  3. 3
    The goal of these is to make sure that we have engaged and loyal followers and customers to give them ideas and to help them.
    This way, they keep interacting with the property and don't forget. Maybe they will come again if they see something interesting on one of these sites, so keep all of these in mind for the post-stay. We have to keep interacting with the guests to turn them from one-time customers to loyal customers. This concludes the tutorial on the post stay segment of the hotel guest experience. If you have any questions, comments or suggestions, please leave them in the space below.
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Video: Professionally Manage the Hotel Guest Experience After Departure

Questions and Answers

Is there any tent card available for the guest room once the complaint is fixed?

Guest in xx room complains about no hot water, engineering goes and find the guest is not there and he fixes the issue and to notify the guest he needs to put a card in his room saying your issue is fixed, please let us know if you still have the problem. I have tried: We have a system where the complaint is generated and we close it once its done. I think it was caused by: Shower divert or faulty

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Categories : Hospitality Industry

Recent edits by: rlawrence, Eng, Crystal

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