Guest Experience
 
Guest Experience
07 DECEMBER 2018 6:45 AM

Unique experiences at hotels begin with engaging guests, which includes anticipating their needs and personalizing each interaction.

Anticipate guests’ needs
“The art of anticipation. Create experiences by providing service before it is even requested. In every single guest interaction, apply the three steps of service: Greet with a smile using the guest’s name, anticipate any needs and give a fond farewell with a smile using the guest name. Whatever the answer to a request, a concern or a question, the guest has to feel you care.”
--Brad Cance
GM, The Cavalier Hotel

Emphasize neighborhood feel
“We put a heavy focus on local aesthetics and elements throughout (the Heywood Hotel), creating a hyper-local experience that is quintessentially Austin. One of the leading philosophies in developing the hotel was ‘the Austin experience shouldn’t start and stop at the door.’ The experience should carry through every aspect of the hotel. All local staff, all desk staff are local experts, and we work together to curate a list of our best ideas, recommendations and experiences. … Our favorite local places are within walking/biking distance of the hotel, and we provide free non-logoed bikes, which help guests get around more like locals.”
--Kathy Setzer
Owner and GM, Heywood Hotel

Improve check-in, check-out
“Before their arrival, the guests will receive an email that leads them to an online interface where they enter all relevant data. … At the day of arrival, the guests simply scan their QR code and receive their room keycard at the front office. … At the day of departure, the guests can pay directly online … and check out via the online interface or use the iPad at the reception. This new digital process offers advantages for both the guest and the staff. … Guests can enjoy their stay, spending less waiting time at the reception and the staff has more time for the personal guest service.”
--Ralf Denke
VP, E-business, Deutsche Hospitality

Surprise and delight
“At Palm Beach Marriott Singer Island Beach Resort & Spa, it’s all about creating lasting memories for our guests. At check-in, we make the most of first impressions with complimentary surprise-and-delight treats prepared fresh by our pastry chef. When the heat is on, we cool down hot sand using a soaker hose, keeping toes cool between the resort and beachfront chairs. And on Christmas morning, we join hundreds of families to watch Santa make his way to our private beach via jet ski. It’s these genuine moments that keep our guests coming back for more.”
--Roger Amidon
GM, Palm Beach Marriott Singer Island Beach Resort & Spa

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