• Respectful, professional, patient, and flexible customer service is key when treating different types of hotel guests.
• Provide amenities such as extra pillows and blankets to business travelers and offer family-friendly activities to vacationers.
• Offer discounts on meals or future stays to meet the needs of group bookings.
• Anticipate guests’ needs and be proactive in dealing with potential issues quickly and efficiently.
• With consistent, top-notch customer service, you’ll create loyal customers who will keep coming back again and again.
As a hotel manager, you are tasked with creating a comfortable and enjoyable stay for your guests. Whether it’s a long-term business traveler or a family on holiday, each guest requires different types of attention and care. Here are the common types of guests that you’ll encounter in your hotel and how best to treat them:
The Business Traveler
Business travelers often book hotels for extended stays due to their work commitments. When dealing with business travelers, it’s important to be flexible and accommodating. They may need an extra pillow or blanket at an odd hour or ask for an extension on their checkout time. Being understanding and professional will go a long way in making the business traveler feel welcome and appreciated during their stay.
The Family Vacationer
Families often come with children in tow, so it pays to be prepared. Have plenty of amenities on hand that families can use, such as cribs, high chairs, extra blankets, etc. Providing these items will make it easier for parents to take care of their kids while still enjoying the hotel’s amenities. Family-friendly activities will keep the kids entertained while Mom and Dad relax after a long day of sightseeing and exploring.
The Young Adult
Young adults tend to be more independent travelers who may not need as many services or amenities. However, they do appreciate small, unique touches that could entertain them. For example, besides a Bible and some magazines in the drawers, you can also provide clean romance novels for young adults to read. This will make them feel special and catered to while also giving them something to do. This will also engage them in your hotel and make them more likely to return for future stays.
The Group Booking
When groups come calling, this is where you have the opportunity to show off your customer service skills! Meeting a group’s needs can prove challenging, but if done right, it can reap great rewards in terms of customer loyalty, repeat visits, and referrals, all leading up to increased revenue potential down the road! Go out of your way to attend special requests. Offer discounts on meals or future stays. Provide complimentary services like late checkouts. All these things will help ensure group satisfaction leading to positive reviews online, amplifying more bookings from other prospective groups!
The Budget Guest
Budget guests may not have much money, but they still deserve exceptional customer service, just like anyone else! Be mindful of not overcharging them by giving out discounted rates where appropriate without compromising quality service standards. Offer budget-friendly meals throughout the week, so they don’t have to spend too much money while staying at your hotel. Providing complimentary snacks/coffee/tea throughout their stay can also be appreciated by budget travelers looking for value without breaking the bank!
Other Types of Guests
Listed above are the different types of guests you’ll encounter in a hotel. By understanding what each guest requires and going the extra mile to ensure their satisfaction, you can create an unbeatable customer experience.
However, you might encounter some unique characters that aren’t listed here. Fortunately, there are also some general rules of thumb for providing good service no matter what type of guest you’re dealing with. Here are a few of them:
Be respectful
Acknowledge their presence and greet them with a pleasant demeanor. You can also go the extra mile by helping with luggage or offering a complimentary beverage. And make sure you always use a courteous tone when speaking to guests. This will go a long way in making them feel welcomed and appreciated.
Be professional
Good customer service means treating guests with professionalism and respect. Always take the time to listen to their concerns and answer any questions they may have. Also, follow up on requests promptly, as delays can leave a bad impression.
Be patient
Hotel management is often stressful, and customers can become frustrated or angry if things don’t go as planned. It’s important to remain calm, patient, and understanding. To do this, take the time to empathize with them and offer solutions that will help resolve their issues quickly and efficiently.
Be flexible
Occasionally, guests may need to change their plans or make last-minute requests. Whenever possible, try to accommodate them by offering different options that could work for both parties. This will show your guests that you are willing to go the extra mile to make their stay more enjoyable.
Be proactive
It’s important to be proactive when providing customer service. Anticipate guests’ needs and try to anticipate potential issues that could arise during their stay. Make sure you have a plan in place for dealing with these situations quickly and efficiently so that your guests can have a stress-free stay.
Whether you’re dealing with business travelers, families on vacation, weekend warriors, or group bookings, it pays to be prepared and understand the needs of your guests. Being respectful, professional, patient, and flexible will go a long way in ensuring that each guest has an enjoyable stay at your hotel. Additionally, being proactive by anticipating potential issues before they arise can make all the difference when providing top-notch customer service. By following these tips for treating different types of hotel guests properly and consistently delivering great hospitality experiences to all of them, you’ll create loyal customers who will keep coming back again and again.
