Image

Skills your staff should have to ensure an exceptional guest experience

Guest experience and profitability are driving innovation in the accommodation industry. As traveler preferences continue to evolve, the industry is starting to change in order to meet their needs whilst keeping their properties profitable. With the focus on guest experience, your staff needs to reflect qualities that will take your accommodation to the next level. Here are the top  skills every staff member should have:

Friendly guest attitude

Working in the hospitality industry, where there can be lots of pressure during high season it is beneficial to have staff that can work under pressure and keeps a cool head. Staff is most of the time the first person a guest sees. Having friendly and approachable staff makes a huge difference. You need staff that can make decisions when needed and will go the extra mile for a guest without thinking twice about it. Keeping guests happy is a team effort and a friendly attitude can change a negative review into a positive review.

Empathy and anticipation

Your staff needs to have an innate understanding of people, their context, and their motivations. This will help them build rapport with your guests. Anticipation also helps your staff personalise a guest’s stay. Through understanding their needs and preferences, your staff can cross-sell complementary services easily. Empathy is equally important, as understanding a guest can help in providing a great guest experience. When guests are understood, they feel valued.

Problem Solving

Staff are often at the front when it comes to dealing with customer problems, so it’s important they can respond to a situation calmly and provide the best solution. Your staff will be key in turning a bad guest experience into a good one. If you can effectively solve their grievances in a calm and timely manner, a guest’s experience completely changes.

Attention to detail

Guests always appreciate attention to detail. The extra mile and little things will always be noticeable to a guest. If your staff put in that extra effort, you will be rewarded with guest loyalty and satisfaction. It can be as simple as a welcome note, or a thoughtful gesture. This is where empathy and anticipation really come into play. If you can anticipate a need and solve it before the guest even requests for a solution, you’ve just provided a unique experience.

A point of difference for hotels

Hotels need to find opportunities to add value at every step of the guest experience. Travelers still value experiences, and it’s up to hotels to truly differentiate themselves in this area. The one thing hotels can truly be provided is a full-service experience, from check-in to check out, something the short-term rental industry doesn’t do. In time you would find the best staff to fit your hotel’s values and guests.

To find out more about simple, yet powerful hotel property software to help you deliver in great guest experiences contact Preno.

Search Preno Blog

Explore our Topics

About the author

Amelia is Preno’s CEO and Co-Founder. As a former hotelier, she enjoys writing about the latest hotel industry news and trends.

Subscribe to our newsletter

Other Blogs you may also like

Thumbnail

Meet the team: Max

This week we chat to our CTO Max. As a co-founder of Preno, Max has some fun memories to share about Preno’s early days, when Preno was just a team of two! What are some fun memories you have from Preno’s early days? For a while Amelia and I would work from one desk at […]

Thumbnail

How To Sync Booking.com Calendar With Airbnb

If you are a hotelier, ensuring your guests have a seamless hotel experience must be one of your top priorities. To increase your revenue, you will have already considered listing your property on two of the premier travel websites- AirBnB and Booking.com. But what happens if two different guests book your property on the same […]

Thumbnail

Behind the scenes: Preno’s user-centric product design

Take a look behind the scenes at how Preno was designed and developed. Preno was designed and tested in conjunction with hoteliers, just like you! Our customer-centric design process helps make Preno intuitive, easy to use, and easy to instruct people on! We talk to the product team on some of their key design philosophies […]

Thumbnail

How Much Commission Does Airbnb, Expedia and Booking.com Take (+ Others)

Are you a hotelier who’s interested in using online travel agents (OTAs) to help fill your rooms? If so, you’ll need to know what commission rates the OTAS charging. In this blog post, we’ll break down the commission rates for some of the most popular OTAs. We’ll also share with you some tips and tricks […]

Thumbnail

6 Hotel Marketing Trends for 2022

Over the past few years, the global pandemic drastically changed how people approached travel. Travellers became more concerned than ever about their health and safety, and many traded their annual holiday for more time spent at home. This devastated the hotel industry and made it harder than ever for hoteliers to get ahead. Luckily, this […]

Thumbnail

A property management system should let you do more than record keeping

While many accommodation providers understand the importance of a property management system, technology should help you do more than record-keeping. A property management system should enable you to have more time to spend on the guest experience. The importance of the guest experience goes back to the roots of the hospitality industry and brings the […]