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Improving Customer Experience With Hospitality Development

Posted: January 14, 2020 at 6:56 am   /   by   /   comments (0)

Hospitality is a tough operation. You are literally dealing with people from all walks of life and trying to accommodate them, their beliefs and expectations.  By understanding the people that come through the doors you can offer them a better customer experience. Most people in the hospitality companies know how hard it is to please everyone, no matter how hard you try.  However, there are ways to better improve the overall customer’s experience and we would like to go over a few of these.

Ensure that your environment is cleaned often.  This also means common areas such as lobbies and lounges.  These are areas that often times get looked over by housekeeping but are so very important.  If you have faux plants, be sure to dust them regularly to ensure the lobby looks amazing.  Always have refreshments there waiting for the guest’s arrival.  This doesn’t cost the hotel much, but it is a nice gesture or touch to the lobby area. Should your area not be super busy at all times, you might want to invest in commercial hot beverage dispensers where the coffee doesn’t have to sit and continue to cook in a pot. 

Other options are the one cup options that are a little more costly but have a much higher-end feel.  Ensure that your lobby is welcoming and inviting to your guests.  And, add some nice artwork and maybe a custom counter to really make the experience come alive as soon as they walk through the door.  These small details are things that many organizations look past and simply focus on the rooms.  The lobby should reflect what your quality is or even above what the rooms hold.

Smart Rooms

Smart rooms are getting more and more popular.  Things such as heat, tv and other equipment are controlled by voice. Many people are getting their homes upgraded to smart homes and enjoy the smart room idea.  There are hospitality versions of the common household smart devices.

Free Wifi and Television

Wifi is no longer a luxury but something that most guests will expect.  You need the wifi to run the smart devices and guests often times are traveling with or for work and will need access for the smart devices.  Television services can offer OTT which are all those streaming services such as Amazon Prime Video, Hulu and Netflix.  There are other options such as internet protocol television (IPTV) which goes over the internet and guests can look at a menu and choose what they want to watch.  Much of these things can all be done over a wifi infrastructure and don’t really require all those cables that they once did.  However, it will depend on the systems.  

Always work on improving your front desk and others that come into contact with your guests. Have training ongoing so that it is always in front of the employee’s mind.  Your employees should be given scenarios on what to do in certain situations.  Always have a room or two that is not booked in case of things such as broken heaters or AC issues.

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