Five Make or Break Moments in the Guest Experience

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. When working to create an exceptional guest experience, hoteliers would do well to remember Maya Angelou’s wise words. A seamless holiday full of five-star amenities can be overshadowed by one poor interaction with staff. On the other hand, a well dealt-with crisis can earn loyalty for life. It’s all about how your guests are left feeling when they walk away.

You’ll have dozens of interactions with a guest throughout their stay. They’re all important for leaving a good impression, but some are more critical than others. Here are five make or break moments you should be prepared for:

Booking

The booking experience is the first major make or break moment in the customer journey. It sets the tone and expectations for the rest of the stay, so it needs to be a good one. Most reservations today are made online, making a quick and seamless booking process the key to success at this juncture.

The first step is to ensure your online booking engine is user-friendly. It should be integrated directly into your website, with a prominent “book now” button and easy-to-use availability search feature. Upon booking, a confirmation message should be immediately displayed, with a confirmation email automatically sent. Your guests should be left with no doubt that their reservation went through.

Check-in

Check-in is likely the first in-person interaction a guest will have at your property, which makes it an important make or break moment. A warm greeting is, of course, necessary for making the guest feel welcome and appreciated, but they are also looking for a smooth and expedient check-in experience. They’ve likely spent the day traveling and are excited to get settled and start their holiday. Make your check-in process more efficient by equipping staff with the right technology, and more personable by finding friendly and resourceful front-desk staff.

Guest requests

Simple requests made throughout a guest’s stay provide key moments that could make or break their experience. Whether it’s asking for a toothbrush to be brought to their room, a taxi to be called, or a reservation to be made at a local restaurant, a gracious and expedient response will ensure your guests are left with an excellent impression. Establish a system for handling these requests and tracking tasks, so your staff never drops the ball and leaves a guest feeling frustrated and forgotten.

Unexpected issues

No matter how prepared you and your staff are, problems will arise. Miscommunication may lead to double booking, credit card issues will occasionally interrupt a check-in, and other unforeseen crises will pop up. The key to navigating these moments and maintaining an excellent guest experience is to address the problem quickly and compassionately. Have a go-to strategy for dealing with unexpected issues and be sure to express your sincerest apologies for any inconveniences experienced.

Casual interactions

Your staff interacts with guests frequently throughout their stay. Those small, casual interactions can be just as crucial to ensuring guest satisfaction as the higher-stakes moments. The little things count. Make sure your guests are always met with a warm hello and a smile. Creating a convivial atmosphere will leave your guests feeling uplifted and appreciated.

Guest satisfaction is the name of the game in the hospitality industry. Make sure you’re ready for these key moments, so you make (not break) their experience at your property.