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

What a software developer learned from managing luxury hotels

What makes the story of Preno an engaging one is that it is very likely that the idea for the business would not have been birthed into existence if it hadn’t been for a chance opportunity. Amelia Gain was in her early twenties, fresh out of university when she took over managing an award-winning hotel […]

Thumbnail

What problems does a Property Management System like Preno solve for hoteliers?

In an increasingly digital world, good technology isn’t something that’s only in reach for big accommodation players. Cloud technology has levelled the playing field and given more hoteliers access to world-class software solutions that help them grow and manage a successful accommodation business. So is it time you ditched the spreadsheets and disparate manual systems?  […]

Thumbnail

What To Look For in Front Desk Software for Hotels

Your front-of-house team will love these 7 features.  If you’re just looking for a front-of-house system to organise spreadsheets, you’re in for a treat. These days, hotel management software can deliver that and a whole lot more. You’ll move away from slow manual processes with centralised, automated front-desk software that improves efficiency and accuracy for […]

Thumbnail

Common Hotel Guest Complaints & How to Handle Them

As a hotel, providing top-notch customer service is crucial in ensuring guest satisfaction and repeat business. However, it’s inevitable that guest complaints will arise during their stay. Here are some common complaints in the hotel industry and tips on how to handle them: Poor housekeeping Dirty laundry left uncollected, used cutlery left in the room, […]

Thumbnail

The Difference Between a PMS and a Channel Manager

If you’re running a hotel, then you’ll be familiar with property management systems (PMS) and channel managers. But, what’s the difference between PMS and channel manager? And which one do you need for your hotel? In this blog post, we will discuss the differences, and help you decide which one is best for your business. […]

Thumbnail

Grow your revenue with these tips

Growing revenue is an important aspect for every business. Here are four strategies you can utilise to grow your revenue. Increase your marketing Promotions and advertisements go a long way in boosting your marketing. Focus on growing your accommodation brand visibility, recognition, and website to convert guests directly. You can run advertising campaigns on Facebook, […]