By: Rachel Boggan Paley, Saratoga Arms Hotel, and Peter MaClaren, ALP Board Chair & West Hill House Bed & Breakfast

In the world of hospitality, the goal is to create satisfied guests who return time and again. In a recent ALP session, Rachel Boggan Paley,  and Peter MacLaren, seasoned innkeepers, shared their expert insights on delighting guests. Here are the highlights from their presentation:

Personalized Welcomes

Rachel emphasizes the power of a personalized welcome. Knowing and using a guest's name frequently makes them feel recognized and valued.

Thoughtful Amenities

Peter, owner of West Hill House Bed & Breakfast, underscores the importance of thoughtful amenities. High-quality toiletries, locally sourced snacks, and other small touches enhance the guest experience.

Cleanliness

Cleanliness is a non-negotiable. A spotless room sets the foundation for a positive guest experience.

Exceptional Communication

Effective communication is key. Keep guests informed about what to expect during their stay, including check-in procedures and breakfast times.

Create Memorable Experiences

Go beyond providing a place to stay—create memorable experiences. Organize special events, offer unique local tours, or host cooking classes.

Be Accessible

Guests appreciate accessibility. Make yourself available to address any concerns or questions, which makes guests feel more comfortable and cared for.

Solicit Feedback

Encourage guests to provide feedback. This shows you value their opinion and provides insights into areas for improvement.

Stay Ahead of Needs

Anticipate guest needs before they arise. Approach guests proactively if you sense they might need assistance.

Invest in Training

Well-trained staff can significantly enhance the guest experience. Ensure your team understands the importance of guest satisfaction and is equipped to deliver exceptional service.

Show Appreciation

A simple thank-you note or a small farewell gift can leave a lasting impression, turning one-time visitors into loyal, repeat guests.

Practical Implementation

Personal Touch

When guests arrive, meet them personally, show them their room, and explain key features. A warm welcome makes a significant impact.

Music in Rooms

Soft background music in guest rooms can make the space feel more welcoming.

Innovative Key Systems

Consider using digital keypads instead of traditional keys. This can simplify the guest experience and reduce hassles.

Guest Pantry

Offer a guest pantry stocked with complimentary snacks and drinks. This small investment can create a big impression.

Personal Care Amenities

Provide unique personal care items like branded lip balm or shower steamers. These small touches can delight guests.

Special Requests

Listen to special requests from guests and try to fulfill them. This can create memorable experiences that guests will talk about for years.

Pre-Arrival Communication

Send pre-arrival emails and texts to give guests information they need, such as dining options and parking instructions.

Unique Packages

Create unique packages that offer additional value, such as a date night package with local dining and entertainment options.

Surprise and Delight

Small, unexpected touches, like handwritten notes or complimentary champagne, can significantly enhance the guest experience.

Positive Response to Complaints

Be prepared to handle complaints positively. Practice responses to common issues and be flexible with policies when needed.

Creating satisfied guests involves attention to detail, personalized service, and proactive management. By implementing these ten strategies, new innkeepers can build a foundation for success and ensure their guests leave with fond memories and a desire to return.