staff experience

Skills your staff should have to ensure an exceptional guest experience

May 23, 2018 Guest Experience

Guest experience and profitability is 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 need to reflect qualities that will take your accommodation to the next level. Here are the top 3 skills every staff member should have:

Empathy and anticipation

Your staff need 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 the 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 provided is a full-service experience, from check-in to check out, something the short-term rental industry doesn’t do.

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.

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