5 Ways to Deliver a Truly Memorable 5-Star Service
“A satisfied customer is the best business strategy of all.” - Michael Lebouef
According to a recent report, 72% of the customers love nothing more than sharing a positive 5-star experience with five or more people within their radar. However, upon delivering a negative experience, 13% of the customers ask 15 or more people within their radar to stay away from a business.
That’s the reason nearly 88% of the companies, especially the ones in the hospitality industry, have started prioritizing customer experience now more than before.
With customer experience turning out to be the new battlefield, it's extremely important for hosts to deliver a 5-star guest experience.
Delivering a truly memorable 5-star experience, especially in the Covid-19 era, will not only position you as a highly-reliable host but will also help you bring in more bookings, ultimately taking your profit off the charts.
This blog post lists out the top 5 ways to deliver a truly memorable 5-star guest experience.
Let’s have a look.
5 Ways to Deliver a Truly Memorable 5-Star Guest Experience
Following are the points we’re about to discuss:
· Follow the Covid-19 Safety Standards & Take Precautions
· Endless Personalization
· Demonstrate That You Understand How Valuable Your Guests’ Time is
· Keep Your House Well-Stocked
· Be Available
Follow the Covid-19 Safety Standards & Take Precautions
With our world fighting the Covid-19 pandemic for more than a year, it’s important to note that the fight isn’t over.
As of this writing, we still haven’t emerged victorious.
We will, but until we do, we should follow the Covid-19 Safety Standards put in place by the health experts and take the much-needed precautions.
With the tourism industry finally recovering currently, you may be seeing a rise in the number of online bookings.
So, until Covid-19 has been finally dealt with, it’s advisable to take the much-needed precautions before and throughout your guest’s stay period.
Following are the five essential tips hosts should follow to ensure everyone’s safety:
· Put hand sanitizers and clean towels in place.
· Leave the property vacant for 24-hours after the guests have checked out.
· Clean the touch surfaces with disinfecting wipes.
· Clean your rental property thoroughly after the guests have checked out.
· Deep wash towels and sheets using detergent and bleach.
Everyone’s safety should be at the top of your priority list. Following the necessary Covid-19 safety standards and taking precautions will only make your customers feel safer and happier.
Some of the best hosts all across the world have one thing in common, i.e., endless key personalization. From the moment your guest(s) checks in to check out, you can deliver an outstanding experience by greeting your guests with their names.
Using their name will make them feel special, as it will show them that they are more than a name or number in your diary.
Keep your conversations personal and friendly. This will make them feel like they are talking with one of their friends. They will avoid feeling like a complete stranger.
Greet them, give them a complete tour of their rental, answer every question they shoot your way. This will make them feel that you want them there. After all, who doesn’t love a friendly and genuine face?
Demonstrate That You Understand How Valuable Your Guests’ Time is
Any delays in check-in or check-out will lead to a bad impression. Your guests’ time is valuable. And it’s important to make sure that you demonstrate that you understand it in front of your guests.
Have a seamless check-in experience in place, as the chances are that your guests may have had a long tiring day, and they would want nothing more than heading over to their rooms, hopping onto the bed and relaxing, until they aren't tired anymore and are ready to continue their journey.
Ensure that you have a fast check-in and check-out process. Also, don’t forget to serve food on time. The tiniest of things, when taken care of, will lead to a seamlessly enjoyable and truly memorable 5-star customer experience.
Keep Your House Well-Stocked
The two things most people (and so do I) don’t decline:
· Free Stuff
Obviously, it's mandatory for hotels to stock the bathrooms with towels, soaps, toothbrushes. While most hotels offer these essential items, some exceed expectations by offering free coffee, wine, and water.
As a host, you can win your guests' hearts by offering free welcome snacks, pizza coupons, water toys, tea as a part of your welcome pack. And you can offer a parting gift while they check out.
This will make them feel like they actually did hit a home run by booking your vacation rental.
Most vacation rentals don’t prepare good food. And frequent travelers know this already. So, they don’t expect much. But you can surprise them by cooking delicious food and filling your pantry with beloved items.
There are some hosts who are present just for the check-in process and disappear forever, whereas there are others who interact with the guests and even show them around.
Some sit down with their guests and tell them all about the place and their experience in the city.
So, if you want to deliver a truly memorable experience, you should interact with your guests as much as you possibly can. For that, it’s important to touch base with the guests at least once or twice a day.
With Covid-19 restrictions being lifted off, the tourism industry has finally started recovering. And if you have started accepting bookings or are planning to do so, you can jumpstart your journey by following the five above-mentioned tips and deliver truly memorable customer service.
So, what are you waiting for?