What Is A Hotel Guest? – Knowing Your Customers
If you run a hotel, you must prepare to run across numerous guests. All of them would likely possess unique individual characters that need appropriate attention and courtesy. Some might be easy to please, while other guests would seem like they carry the world’s weight on their shoulders. Observing them while bestowing utmost generosity would be a good practice in helping you interact and familiarize your beloved hotel visitors. This article would help you understand what a hotel guest is, the types of hotel guests, and some tips on interacting with them.
Knowing a Hotel Guest
Defining what a hotel guest is would be the first and most fundamental part of getting to know your visitors. A hotel guest is someone who checks in to your hotel and is a bona fide inhabitant or dweller of a particular room within your inn. Usually, hotel staff in the reception area would ask for the guest's necessary information such as name, address, and contact number before giving them a vacant room for occupation.
Types of Hotel Guests
There are a wide variety of hotel guests that may arrive on your doorstep. Understanding them firsthand and observing them would help you identify the right approach for a particular individual. Knowing such things would help you craft your hotel guest personas that would be an excellent key for targeted marketing campaigns and branding focus. It is an essential factor to have, as it guarantees to strengthen and attract more reservations.
Gen Z Traveler
The Gen Z Travelers usually come in groups composed of students from a specific university. Most of these travelers are fresh graduates that are looking for a breather. These travelers are generally concerned about their budget and would not easily spend even on basic amenities such as fast internet connection and well-designed spaces. Gen Z Travelers usually look for greater transparency and visibility on their options.
This type of guest is common nowadays. They clearly define what is hotel guest and is one of the pioneering personas for an inn visitor. One advantage of a digital-oriented guest is that they could work remotely from any location, as long as there is an internet connection. These guests could work as sole entrepreneurs, while others work for huge companies or corporations. You would usually notice this type of guest since they are incredibly mobile and prefer to travel alone.
The vacationer guest is a casual traveler who likes to explore the world. If you ask what a hotel guest is, this type of visitor would likely define it. They rarely travel, and when they do, they usually come with their families, friends, and significant others. Although they have enough budget for a decent trip, they tend to spend their money wisely. Aside from that, they also come prepared upon arriving at their destination.
Classy and Luxurious Traveler
Classy travelers are one of the most challenging types of hotel guests to please. Pleasing them would be difficult because they got used to elite living and always expect high-class and outstanding services and amenities that hotels could offer. They do not usually bother with the expenses, as long as they could experience a classy and high-class stay.
Most of the classy travelers, which have a considerable percentage of 82%, are married. Therefore, you could expect them to arrive in pairs or together with a particular group. All you have to remember is that this type of traveler would always expect excellent customer service. They would be willing to pay and spend their money to obtain unforgettable hotel experiences.
How to Properly Interact with the Hotel Guests
Now that you have substantial knowledge about the various types of hotel guests, it's time to learn how to carefully and appropriately interact with them. It may be challenging to do as it requires proper communication and speech delivery, but you could start with a polite impression to your hotel guests with some of these tips.
Train to Have Higher EQ
Since the mentioned types of hotel guests have varying characteristics, you might have to pull off and give each of them a good impression. Due to these personality differences, you might require to enhance your staff's and even your emotional quotient. Having a high EQ would allow you to express empathy and thoughtfulness to your hotel guests. Kindness and courtesy are also a fundamental attribute to win the hearts of your visitors.
Have Consistency in Approaching Guests
Having consistency towards your actions and approach would significantly affect the customer's experience and even the hotel's reputation. It would be best if you start practicing and establishing the use of names as a protocol for your beloved guests. As a staff or hotel owner, you should also introduce yourself, especially when you're on the telephone. Besides that, addressing the guests by their title and surname would give off a good impression to your clients, as this practice would greatly help show politeness and courtesy that hotel guests would surely appreciate.
Be Loyal to the Guests
You must be mindful of your guest’s personal needs that must be in constant provision. Aside from that, be loyal to them and attend to their wants and requests. It would also be best if you would remember their taste and preferences on certain things. By doing so, they could appreciate your effort, which may leave good reviews for the hotel due to the accommodating staff and excellent customer service they experienced. Know more about hotel management.
Hospitality is a necessary aspect of providing excellent customer service for your hotel guest. You must keep in mind that good customer service would result in happy customers. By doing so, you could achieve excellent reviews and feedback for your hotel. Having an increase in your hotel's rating is a good practice for building your business's reputation, to which you could attract more customers by then. Before you could do that, you must first have substantial knowledge of what is hotel guest and how to interact with them daily.
November 4, 2020
By: Catherine Ambrose
If you’re a hotel owner, you have to make sure that you are prepared with all the necessary supplies for the clients’ needs.