Not all guests want the same.

Even if your guests are similar which they should be, they do not all want the same.

If you are marketing your hotel well, you will attract guests who have many things in common and one of them is your hotel (CONCEPT, SERVICE, QUALITIES, PRICE, etc).

AS A BASELINE, you always want to start from your hotel’s concept. Whatever you offer, it needs to fit in your hotel’s character and values.

BUT when thinking about going above and beyond, it’s never the same for every guest.

You should still have GUIDELINES and ideas on what to look for in guests’ profile, for your employees in order to deliver and over deliver.

But it takes a moment of ATTENTION for each and every guest to find out more about guests’ actual needs and wants.

Like, don’t have same welcome gift for everyone. Or don’t give same recommendations to everyone.

Know how flexible you are and what is in every employee’s power to arrange without asking for special permission.

Your guests are similar, but not the same.

This effort goes a long way.

And AFTER YOU’VE FIGURED IT OUT ONCE, every other time it’s an information you already have, ready to be used.

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