Standing out in the hospitality industry can feel like an uphill battle for small hotels and resorts. While large chains offer brand recognition and standardized experiences, boutique properties lack the same financial resources.
But fear not, small property owners and managers! You hold a distinct advantage: the ability to personalize experiences and create an intimate charm that larger chains simply cannot replicate. So, embrace your uniqueness and focus on the details that create a sense of intimacy and genuine hospitality.
Inspired by an article by Indiana Lee, here are some ways small hotels and resorts can provide the best customer experience, even without a hefty budget:
1 Revisit Your Concept: Be Uniquely You
The first step to captivating guests is defining your unique selling proposition (USP). What distinguishes your hotel from the neighborhood competition and the generic chain hotels down the street?
Think beyond cookie-cutter accommodations. Look for inspiration from successful boutique hotels around the world. They often have distinctive themes that run through everything, from the décor to the amenities.
Your concept doesn’t have to be as extravagant but should evoke a distinct feeling and create a memorable experience and lasting impression. Brainstorm with your team and gather guest feedback to see if a concept revamp is necessary. Remember, your uniqueness is your strength.
2 Personalize the Journey: From Booking to Bon Voyage
Small hotels and resorts excel at personalized touches. Start by learning about your guests. Leverage booking information and, when appropriate, engage in casual conversations to understand their travel motivations and interests.
- Leave a handwritten welcome note addressing them by name and referencing their travel purpose or reason for staying.
- Offer a personalized welcome gift related to their interests. If they’re visiting a local museum, provide free passes. If they’re celebrating an anniversary, offer a bottle of local wine and chocolates.
- Upgrade their room (based on availability) to a room with a better view or a unique amenity.
- Embrace local partnerships to offer exclusive experiences and showcase the surrounding area.
- Pay attention to the small details like offering a choice of pillows or stocking the mini-bar with local specialities.
These small gestures transform ordinary stays into extraordinary experiences.
3 First Impressions Matter: Elevate Your Lobby
The lobby is your first chance to impress. Ditch the generic chain hotel vibe and inject your personality with stunning yet straightforward additions that create a warm and inviting space.
Instead of mass-produced art, showcase local artists and support your community. These beautiful pieces will spark conversations and create a connection with your guests.
Draw inspiration from platforms like Pinterest to curate a visually captivating lobby that uses elements like:
- Greenery
- Accent lighting
- Large mirrors
- Rugs with unique patterns
- Tapestries
- Colorful throw pillows
4 Go Beyond the Basics: Elevate In-Room Amenities
While basic amenities are essential, think beyond the standard toiletries. Offer high-end products that cater to specific guest needs. Check out the ranges our IHS Provider Network members offer, who provide superior product options and solutions.
Explore creative in-room amenities like:
- Bathrobes and matching slippers
- In-room cocktail stations
- Monogrammed linens
- Pillow menus
- Coffee and tea-making facilities
- Local treats, snacks and beverages
- Curated reading materials
By offering unexpected amenities, you demonstrate thoughtfulness and create an environment that feels like home.
5 Dine Differently: Culinary Adventures Await
For many guests, the on-site dining experience is a highlight. Go beyond basic restaurant service and offer unique culinary experiences like:
- Wine dinners featuring curated pairings in a romantic setting with soft lighting and music.
- Rotating breakfast and lunch menus based on local themes and seasonal ingredients.
- Create interactive experiences such as cooking classes, food tours, or wine tastings to engage guests and create lasting memories.
These activities engage your guests and create lasting memories.
Remember, you don’t need a large budget to create an unforgettable guest experience. By focusing on your unique charm, personalizing the journey, and offering unexpected amenities, you can position your small hotel or resort as a destination, leaving guests satisfied and wanting more.
Inspired by Indiana Lee’s article “How Small Hotels Can Astonish Guests and Create an Unforgettable Experience” on E-Hotelier.
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