Delivering exceptional service is the key to keeping guests loyal in the hospitality industry. Whether running a boutique hotel or a resort, businesses that go the extra mile create experiences that guests want to return to. Personalized touches, streamlined services, and unexpected perks can turn a one-time visitor into a repeat customer.

Here are some smart service hacks to enhance customer experience and build long-term loyalty.

1. Personalized Welcome Experiences

First impressions set the tone for a guest’s stay. A generic check-in process may get the job done, but a personalized welcome leaves a lasting impact. Using guest preferences from previous visits, offering a favorite drink upon arrival, or adding a handwritten note can make all the difference.

While sharing her experience in a Food & Wine article, a travel blogger mentions that welcome drinks have become her favorite trend. It is an ideal way to start a vacation with a round of drinks inspired by the local culture. This trend has prompted many hotels to infuse multiple ingredients to create unique welcome drinks that can become memorable.

Hotels that take the time to recognize repeat customers by name and acknowledge special occasions create emotional connections that encourage return visits. As stated in a McKinsey & Company article, there are many ways to gather this information, from social media platforms or Google searches. However, it is important that the research should not make your customers feel intrusive, who will prefer privacy.

2. Pet-Friendly Perks for Guests Traveling with Animals

More travelers are bringing their pets along for vacations, and businesses that accommodate them stand out. Pet-friendly policies are no longer enough; going beyond the basics adds value. Providing pet beds, welcome treats, and designated play areas creates a seamless experience for guests and their furry companions.

This becomes even more important in places with multiple pet-friendly hotels and accommodations. For example, Spokane, Washington, has multiple pet-friendly hotels, such as MainStay Suites Spokane, Hampton Inn & Suites, Cambria Hotel, etc. 

According to Scoop Soldiers, Spokane is renowned for its scenic outdoors and dog-friendly parks. The growing number of dog-friendly accommodations in the city is not surprising. This also leads to a lot of competition in this space. Having simple pet accommodations and amenities is not enough; you need to go the extra mile.

One way to do this is by offering additional services like poop removal. Your customers will be there for a vacation, and they might not want to clear their pet’s waste on their own. While your staff can do this, it is best to seek help from professional poop removal service providers. Pet poop can lead to germs and bacteria. Therefore, it must be cleaned thoroughly, especially in hotels where many guests might be exposed to the bacteria.

3. Streamlined Technology for a Seamless Stay

Guests expect efficiency, and technology plays a crucial role in delivering it. Mobile check-ins, digital room keys, and app-based concierge services make stays smoother. Automated communication, such as text updates on room readiness or service requests, eliminates waiting and improves convenience. Businesses that invest in tech-driven solutions enhance the guest experience without losing the personal touch.

Many fear that technology can lead to job losses in the hospitality industry. However, it is one field where technology cannot be used alone. A PwC survey found that a human touch is important to create a seamless experience for customers. Around 76% of the survey respondents said that personalizing experiences with the help of technology is a top priority for them.

4. Unexpected Complimentary Services

Free shuttle rides, complimentary evening snacks, or a selection of curated books in the rooms create memorable experiences. Offering services that feel like thoughtful extras rather than add-ons designed to increase spending builds goodwill and encourages loyalty.

Consider the example of complimentary rides offered by the Marriott International Luxury Group hotels in New York City. Traffic in Manhattan is very congested despite the NYC congestion pricing plan.

These luxury hotels offer helicopter rides from international airports to help their customers cut down traffic time. This can reduce the traveling time from the airports to the hotels to as little as five minutes. While these complimentary rides are only available to customers who have booked a suite, it enhances the luxury experience. This can go a long way in clients’ memories and improve their overall experience.

5. Sustainability Initiatives That Matter to Guests

More travelers are choosing businesses that align with their values. Eco-friendly hospitality services, such as reducing single-use plastics, using sustainable toiletries, and implementing energy-efficient solutions, appeal to environmentally conscious guests. Rewarding guests participating in green initiatives, such as towel reuse programs, adds an interactive element that makes sustainability feel like a shared effort.

Taking sustainable initiatives can improve customer satisfaction and impact a company’s brand, reputation, and revenue. Customer satisfaction and green hotels are positively correlated, according to research published in the Nature Journal. Additionally, these clients are prepared to shell out more money for eco-friendly lodging.

Frequently Asked Questions

What role does social media play in improving customer experience in hospitality?

Businesses may interact with visitors on social media before, during, and after their stay. Personalized interactions, sharing user-generated material, and prompt answers to questions foster a feeling of community. Encouraging pleased consumers to tag the company in their posts or write reviews may also enhance trust and draw in new clients.

How can hospitality businesses handle negative guest reviews effectively?

It’s important to recognize issues and take swift action to resolve them. A skilled, sympathetic reaction that provides a solution can transform an unpleasant experience into a positive one. Following up with the visitor and expressing a desire to make improvements demonstrates a dedication to customer satisfaction.

What are some ways to create a family-friendly hospitality experience?

Families may enjoy their stay more if kid-friendly features like play spaces, kid-friendly restaurants, and activity packs are provided. Offering family-sized rooms, high chairs, and cribs further increases convenience. The experience can also be enhanced by staff members who have received training on how to assist families with specific needs.

The last impression is equally as significant as the initial one. A small farewell gift, such as a locally made product or a discount code for a future stay, reinforces positive memories. Following up with a personalized thank-you note and asking for feedback reminds visitors that their ideas count. Businesses that maintain communication beyond a single visit stay at the top of guests’ minds when they plan their next trip.

Enhancing customer experience in hospitality goes beyond providing a clean room and friendly service. It all comes down to crafting exceptional experiences that entice visitors to come back. The businesses implementing these service hacks build lasting relationships with their customers, ensuring steady growth and repeat business.