Guest engagement with your employees proves to be beneficial in many ways. It gives your staff a meaningful goal to complete and be a part of something larger for the hotel. Plus, your guests feel welcome and comfortable to be a part of your hotel. You can have the best amenities such as the softest USA towels from the D ZEE brand, the best facilities such as a gym; but if your staff is not engaging the customers correctly, the impact of having everything is lost. You need to work on how to boost staff-to-guests engagement at your hotel.
Guest First Training for Staff
From first to last impression of your hotel, your staff plays a significant role; they should always be learning how to be better at creating the best guest experience.
The best way to increase guest engagement is to ensure those dealing with the guests have the right skills to do so. For that, you have to provide your staff with the right training from the first time they join your hotel. It shouldn’t stop there, every year a renewal training with the latest hospitality techniques should be held for all employees of all positions. This includes getting staff to understand guest point of view, the right way to deal with various situations; creating personal relationships with the guests and more.
Personalized Guest Engagement
Not every guest is the same and doesn’t like the same level of attention, understand your guests and then tend to them accordingly.
How to boost staff-to-guests engagement at your hotel is dependent on being attentive to your guest’s attention needs. Some may want lots of attention at all times, while others may like to be left alone with just the bare minimum. If you are not able to differentiate between the two and cater to the needs properly, then you will have problems with the guests. Your guest first training should be about recognizing guests and their needs accordingly.
Keep Your Staff in the Business Loop
When the staff knows how they are positively impacting the business they will be motivated to work even harder.
Let the staff in on how their performance is contributing a positive hotel reputation and how bookings are increasing because of that. This gives your staff a sense of being a part of everything and an ownership of the role they have played in helping the business grow. Share the positive reviews, and how guests are recommending the hotel to others because; the service they have received has been just the best they have ever experienced.
Interconnected and Strong Team Comradery
It is not about who is performing well and who is lagging behind; everyone’s performance as a member of the team has a significant impact on the entire hotel performance.
From the front desk to everyone working behind the scenes needs to be connected and should have a strong communication channel. Miscommunication between the teams directly impacts staff- guest engagement as things get delayed or the wrong message goes across. You could have all the guest first training sessions, but if your team doesn’t have the bonding and understanding between them; they will not be able to put the guests before them. You need to develop a bond between the team that everyone’s performance impacts the entire hotel.
Conclusion
Happy employees lead to happier guests, while working on guest first strategies, remember, for you, your staff is on top of everyone else.
There are no happy guests if there is no staff who is taking ownership of their role in making a positive impact on the guests. Give your guests the right incentives and motivation to focus on guests. It could always mean a gift, monetary or otherwise, that is for you to decide. Your staff is your family; retaining them and helping them grow is the most beneficial for your hotel. Their experience and understanding of your hotel always results in smooth operations and happy clients.
Always remember, how to boost staff-to-guests engagement at your hotel is a constant process from guest first training sessions to increased staff-guest engagement motivation. Which tip would you be using to increase engagements in your hotel? Let us know in the comments below.
