No two people who check into your resort or hotel will be the same. Whether on business or a family vacation, they will all arrive with their distinct points of view, expectations, hopes, and objectives for their stay on your property.
And it’s because of these variances that it is crucial to make sure that your resort and hotel, and the staff who work there, are aware of how to cater to their specific requirements – no matter what those requirements may be.
After all, the last thing you want to do is accidentally alienate a possible visitor even before they have finished the booking process. It doesn’t matter what kind of property your resort or hotel is; you want to ensure that your customers know that your establishment will be a suitable option for them.
And, of course, if you want to attract the correct kind of guests, there is no better way to do so than by providing those guests with the specific types of amenities, facilities and services that will speak most strongly to them.
Hospitality specialist Ann Davis has some suggestions.
For Those Visiting on a Business Trip
With the slow return of business travel after the pandemic, business travelers will want to escape to a retreat at the end of a hard day filled with meetings and conference calls. They are looking for somewhere to rest and unwind and potentially do a little extra catch-up on their work).
It is essential to ensure that their room can function as an office, although a cosy one. Business travelers who are constantly on the move will appreciate having access to high-speed internet, an abundance of wall outlets where they can simply plug in and charge their electronic devices, and a desk large enough for all of their belongings. And don’t forget about the coffee machine with quality branded products.
You could also include a piece of gym equipment in their room or apartment so they can work out there rather than the gym, which might still be closed due to COVID restrictions. Business travelers would also appreciate access to on-demand online workout sessions on their in-room TV.
For Couples on their Honeymoon
In contrast to the business traveler, the honeymoon couple is likely to remain in their rooms for a more extended time during their stay.
You will want to make sure that you go for a more romantic and intimate atmosphere to help set the appropriate ambience for these guests.
They will feel immediately at ease if there is, for example, an on-site spa where they can enjoy a couple’s massage or a private cabana at the beach for two.
Other suggestions include providing strawberries and a bottle of champagne upon arrival, a plush bathrobe in the closet, a Jacuzzi tub in the bedroom, and a turndown service that includes placing chocolates on the guest’s pillows, and so on.
Your vacationing family will be happy and excited, but the parents might feel slightly stressed.
You want to ensure that their accommodation is secure and well-suited for families with children to have a positive experience while staying at your establishment. Parents will want to know that you have your COVID-19 protocols, so make sure they can see them.
Adding thoughtful extras in the bathroom, such as step stools, tear-free shampoos, and complimentary amenities in the bedroom will go a long way toward ensuring that you have a repeat customer.
Make sure you have plenty of games (traditional and modern) in case of poor weather, a kid’s club to give the parents some free time, on-site family activities and early mealtimes for those with younger children.
If your resort also caters to families with older children and empty nesters, ensure there are specific areas, such as an adult-only bar and restaurant, where these groups can relax.
Another suggestion is to provide a washer/dryer in the apartment or on-site laundry services. Weary parents would appreciate returning to their accommodations at the end of the day and finding freshly laundered clothes waiting for them.
You will want to ensure that your property is entirely renovated and up to date to attract travelers of the millennial generation.
Make sure these guests’ accommodations come equipped with high-speed internet access to share their vacation with their social networks – and access Netflix in the evening! Check out IHS Provider Deep Blue Communications to help with this.
They may also be interested in exploring regions off the beaten track, so ensure you have a good supply of maps, apps and guides they can download to their devices to assist them in finding their way about the area.
Again, don’t skimp on the coffee. Millennials will appreciate a good cup of coffee from the coffee machine in their apartment.
Ensure you have your green credentials in order. Millennials will appreciate a modern, environmentally friendly approach to everything from your towel service, the amenities you offer, your links to the local community and your energy-saving plans.
Those Looking to Get Away for the Weekend
Your guests for a weekend trip will bring with them energy and enthusiasm from the moment they check in until they check out again.
Since they probably packed light, make sure that their accommodations are stocked with all of the toiletries and necessities they will need for their short vacation. Check out IHS Providers Hunter Amenities, Oneiro and Guest Supply for their quality and thoughtful amenity packs and products.
Because these guests may be coming back late or leaving early, flexible check-in and check-out choices must be available. And having a grab-and-go food counter would also be appreciated for breakfast and lunch.
If you manage a resort or hotel, your ultimate goal should be to ensure that every one of your guests has a pleasant experience by making them feel welcome and attending to their needs.
Although it is impossible to provide every amenity or service at your property, you can make it easy for them to access what you can’t offer elsewhere by knowing who your customers are.
Ensure your staff know the local golf courses, theatres, museums, family-friendly beaches and restaurants that your guests might want. This will show that you are going the extra mile. And by catering to their individual preferences, you can practically ensure they will return to your property again and again by making an effort to meet their needs.
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Source: Ann Davis