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10 tips for more personality

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Nowadays, personalization is the key to success – not least in the hotel industry. Many guests have a desire for individuality, the fulfillment of personal needs, and tailored and customized services. To meet such needs, hotel managers should develop an understanding of the preferences and interests of their guests and strive to embrace them. This not only engenders trust and authenticity but also increases the loyalty of guests and, ideally, grows turnover. Here are 10 useful tips on creating a unique and personalized guest experience; success is guaranteed. All in the interest of ensuring that guests come back for more.
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1. A greeting prior to arrival

A confirmation email is a must. But how about sending out a further pre-arrival message? This offers the opportunity to ask guests about their special needs and wishes and to offer additional services.

In a romantic mood, a glass of wine is topped up with white wine

2. Small gifts work miracles

Who doesn't like being given a voucher for drinks at the hotel bar or seeing a fresh bunch of flowers on the table? Courtesies and signs of affection which create a positive feeling.

A man sits around a campfire

3. Insider tips generate trust

Bring local events to the attention of your guests. A collection of sights, places of interest, activities and restaurants in the area is often very helpful. A personal anecdote is often the icing on the cake. 

A man carries a woman piggyback, the beach can be seen in the background

4. Address people by name

Persons addressed by name feel valued and appreciated. Even the re: line in an email can make a difference. When personalized, the likelihood of the contents being read is considerably higher.

A small family of two parents and a child is on the beach

5. Tailored experiences remain unforgotten

Most guests want highlights and to be at the centre of attention during their stay. The exceptional rather than the ordinary. So how about customized theme packages or service offerings that make holidaying a very special experience? From individually tailored wellness to a private candlelight dinner in your own room – nothing is impossible!

A portrait of a middle-aged woman off the coast

6. Create guest profiles

The foundation for a uniquely personalized holiday experience is the creation of guest profiles. Alongside contact data, it is a good idea to document birthdays, special interests, individual wishes, and food allergies, for example – so that you can thoroughly impress your guests when they next visit. 

A hand holding a white pen and operating a tablet PC.

7. Digital words of welcome

A digital check-in goes a long way toward meeting guests' desires for smooth processes and the use of smart technology. This allows you to welcome your guests without any further to-do and without having to fill in forms. Besides that, digital check-in programs offer all sorts of features, allowing you to stay in contact during a stay. 

A hotel employee carries a tray with serving bell into a room

8. A peek behind the scenes

Show your guests who are responsible for organizing and running your hotel. Introduce hotel team members! A peek behind the scenes creates a confidence base and promotes a sense of belonging. To do this, use the usual social media channels. Allow guests to see what goes on behind the scenes at the hotel and introduce key individuals who work there.

Person writing with a pen on a sheet of paper. A pair of glasses on the table.

9. Stay in contact

Checking out does not mean gone and forgotten. Maintain contact with guests after their stay. Repeat visitors are welcome guests. This is best achieved using a personalized email. This also offers the opportunity to obtain feedback – which very important for further optimization. 

Two hotel guests at check-in

10. Let the sender reveal their personality

Not only should the recipient of an email be addressed by name, the sender, too, can show personality. Bring correspondence to a close by revealing you are a real-life person and not an anonymous entity: 'Susan wishes you a pleasant stay'. Simple, but effective. 

 

This article is part of our customer magazine "Welcome & Stay". Feel free to download the digital version of the magazine. 

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