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Using Feedback to Exceed Guests’ Great Expectations

Guest preferences and expectations constantly change. Hoteliers can’t assume that because a guest made a request during one stay that the same request will be made — or even desired — each time he or she returns to your property. Travelers’ personas change. Sometimes a guest is traveling on business; other times it’s for leisure. The guest may be alone or accompanied by a spouse or the entire family. Whether these road trippers are looking for a quick place to sleep or a longer stay where more amenities are desired, knowing what they want, when they want it, and how often is key to guest loyalty and satisfaction.

via Using Feedback to Exceed Guests’ Great Expectations , by Shayne Paddock.

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CONVERSATIONS

  1. Agreed! Guest feedback is essential. If you want to service your guests and build loyalty, listen to what the majority want and expect. Most of the time they are not asking or requesting something that cannot easily be provided. It’s a matter of changing a mindset. Do we know best, or do our guests? Most of what we have done at my current property and others I have managed is listening to the guests, and then providing added value, which most guests will pay for.

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