In the fiercely competitive world of the hospitality industry, providing an exceptional guest experience is not just a nice-to-have – it's a necessity. Small details matter, and going the extra mile to create a guest-centric operation can significantly impact your hotel's brand reputation and foster unwavering customer loyalty.

In this article, we delve deep into the art of enhancing the hotel guest experience. We explore 15 straightforward yet highly effective strategies that will not only leave a lasting impression on your guests but also boost your hotel's bottom line.

Why enhancing the hotel guest experience matters

Before we dive into some actionable strategies, let's take a moment to understand why enhancing the hotel guest experience is important. It's not merely about making your guests feel welcome; it's about crafting an experience that resonates with them, one that leaves a lasting impression long after they've checked out.

Here are five great reasons to make your guest experience remarkable:

  1. Reinforce your brand identity
  2. Boost guest retention
  3. Increase sales and revenue
  4. Ensure sustainable growth
  5. Harness the power of reviews

15 simple strategies to enhance the hotel guest experience

Now that we've established the critical importance of enhancing the guest experience, let's delve into the heart of the matter – 15 practical, budget-friendly strategies to make it happen.

1. Pre-arrival communication

A well-timed and detailed pre-arrival email to all guests can make their arrival and check-in process substantially smoother. While not all guests will read the email in advance, those who tend to have questions or special requests are likely to benefit greatly. Consider tailoring the pre-arrival email to different guest types or seasons for a more personalized touch. The key here is to set the stage for a seamless and stress-free check-in process.

2. Offer early check-in

Early check-in is one of the easiest and most effective ways to enhance the guest experience. It's simply about providing guests with the option to check in early if their schedule permits. Whether they want to unwind before a busy meeting schedule or if their flight arrives at the crack of dawn, allowing guests the flexibility to check in early can significantly boost their satisfaction levels. Early check-in is not just a perk; it's a gesture of understanding and consideration. Oh, and you’ll make loads in upsell revenue too.

3. Ensure a seamless check-in process

Few things dampen the excitement of arriving at a hotel after a long journey like a lengthy check-in process. To create a positive guest experience, it's crucial to ensure a seamless check-in. Consider incorporating technology into your check-in process, such as online check-in or self-service kiosks, to expedite the process. The smoother and faster it is, the happier your guests will be. However, remember that machines should complement, not replace, the personal touch. Always have enough personnel on hand to assist and facilitate the check-in process.

4. A warm welcome

First impressions matter. Kicking off the arrival and check-in experience on the right foot makes your guests feel appreciated and sets a positive tone for the entire stay. As part of your daily routine, review the arrivals list, take note of guest names and reservation details, and ensure that your staff greets everyone by name with a welcoming smile. Small gestures, such as offering a local drink or snack upon arrival, can go a long way in making guests feel truly welcome.

5. Streamlined communication

Efficient communication is key to a smooth guest experience. How you execute this depends on your clientele and the size of your hotel. For an older, more traditional customer base, having a phone system within the hotel to contact reception may be preferable. In contrast, for tech-savvy younger guests, consider investing in a simple app or online communication service that allows guests to message staff directly from their smartphones, regardless of their location within the hotel. Modern Property Management Systems often offer this functionality, connecting seamlessly with various services that enable guests to make requests and receive prompt responses.

6. Be a local insider

When guests arrive in their rooms, consider providing them with a welcome book – or app – that goes beyond the standard property and service information. Provide tips on what to see in the vicinity, recommendations on the best times to visit local attractions, and insights into hidden gems known only to locals. Mews Marketplace, for instance, offers excellent apps that help curate the guest experience by providing location-specific tips and ample opportunities for upselling and cross-selling.

7. Partner with local vendors and attractions

Collaboration can be a powerful tool in enhancing the guest experience. Building partnerships with local attractions, restaurants and vendors can create a win-win scenario for both sides. By sending guests to local businesses, you contribute to their success, and in return, your guests receive an inside track to the best experiences in the area. Consider negotiating special discounts or exclusive perks for your guests when they visit these partnered establishments.

8. Personalize stays for every guest

Personalization is at the heart of positive guest experiences. By catering to the unique preferences and desires of each guest, you make them feel genuinely welcome and valued. Personalization can take various forms, from leaving a handwritten welcome note on the bed to offering a "little something" in the room based on the guest's known preferences. These thoughtful details can leave an indelible mark on the guest's memory, making them more likely to return and recommend your hotel to others.

9. Providefree and fast Wi-Fi

In today's hyper-connected world, Wi-Fi is an essential amenity. Charging guests for Wi-Fi is increasingly seen as an outdated practice. If providing free Wi-Fi throughout your entire property isn't feasible due to technical limitations or the size of your hotel, make it as effortless as possible for your guests to connect wherever it is available. During the check-in process, ensure that guests are informed about the Wi-Fi situation, sparing them the need to inquire.

10. Celebrate special occasions

Is your guest celebrating a special occasion during their stay, such as an anniversary or a birthday? Many guests willingly share this information when booking, often with hopes of receiving a special recognition or perk. It's worth inquiring about any special celebrations in the guest's booking confirmation email before their arrival. By acknowledging and celebrating these occasions, you not only enhance the guest experience but also create cherished memories that can last a lifetime.

11. Track and utilize guest preferences

Does a guest have dietary restrictions or a favorite room type? By sending an email prior to their arrival to inquire about any special requests or allergies within their party, you can ensure that the guest feels genuinely cared for. Alternatively, if you opt for an app-based approach, you can collect these essential details through technology, either through a checkbox survey or a question-and-answer box during the booking confirmation process. Some PMSs even provide a dedicated "notes" section where your front-of-house staff can include specific information about the reservation, ensuring that guest preferences are always top of mind.

12. Encourage eco-friendly practices

In an era marked by increasing environmental consciousness, many travelers are reevaluating their consumption habits when they travel. The idea that sheets and towels need to be changed daily is being challenged. Embracing eco-friendly practices not only benefits the environment but also your hotel's bottom line. To encourage guests to opt for eco-friendly choices, consider leaving a note in their room that outlines their options.

For example, you could provide a small bag that guests can hang on their door, signaling that they don’t require daily towel and sheet changes. Instead of traditional housekeeping, guests can receive a small treat or amenity in appreciation for their contribution to environmental conservation. Alternatively, you could offer incentives such as a complimentary drink from the minibar or a free beer or slice of pizza from your on-site restaurant or bar.

13. Develop robust guest complaint resolution strategies

No hotel is immune to the occasional hiccup or guest complaint. To ensure that these situations are handled effectively and professionally, it's crucial to have robust guest complaint resolution strategies in place. Ensure that your staff is well-trained in how to respond to complaints and knows the appropriate channels for escalating issues when necessary. Consider setting up regular satisfaction questionnaires, whether through a virtual concierge or push notifications. This proactive approach allows you to gauge the pulse of your guests and identify any areas that may need attention.

14. Offer clear directions around the property

Put yourself in the shoes of a new guest and evaluate the signage around your property, paying particular attention to areas like elevators. Clear and informative signage can make navigating your hotel much more straightforward and less stressful for guests. Consider incorporating multiple languages and easy-to-understand symbols to cater to a diverse clientele. Let your demographic data inform you – if the majority of your guests come from Spain, then having some signs in Spanish might be a good call.

15. Seek continuous feedback from guests

Don't hesitate to engage with your guests throughout their stay to gauge their experience and discover areas for improvement. Surveys can be invaluable tools for gathering insights about their experiences. By simply asking for feedback, you convey your commitment to making their stay exceptional. Be proactive and be ready with actionable solutions to address any concerns or suggestions that may arise. Moreover, instill in your staff the understanding that the guest's perspective is paramount; in most cases, the guest is right.

Conclusion

Enhancing the hotel guest experience is not an optional luxury; it's a strategic imperative for success in the hospitality industry. The 15 strategies outlined in this guide provide a roadmap to elevate your hotel's guest experience to new heights. Whether you implement one, several, or all of these strategies, the overarching goal is to create memorable, positive impressions that inspire guests to return time and time again.

In the competitive world of hospitality, meeting and exceeding guest expectations is the gold standard. By consistently delivering exceptional experiences, you lay the foundation for sustainable growth, customer loyalty, and enduring success. Remember, it's the small details that make a world of difference in the guest experience, and it's these details that will set your hotel apart from the rest.

About Mews

Mews is the leading platform for the new era of hospitality. Powering over 5,500 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include BWH Hotels, Strawberry, The Social Hub and Airelles Collection. Mews was named Best PMS (2024) and listed among the Best Places to Work in Hotel Tech (2021, 2022, 2024) by Hotel Tech Report, as well as World's Best Hotel PMS Provider (2023) and World's Best Independent Hotel PMS Provider (2022, 2023, 2024) by World Travel Tech Awards. Mews won the Top 250 Golden Scaler Award in 2024, given to the fastest growing company in the Netherlands, and most recently, was awarded the Tech Hero 2024 Award at CIODAY. Mews has raised $335 million from investors including Goldman Sachs Alternatives, Kinnevik and Revaia to transform hospitality.

www.mews.com