What is behind incredible guest experience?

We all know that guest experience is the key to more repeat business and more revenue. It’s also true that our best employees are those who go out of their way to help others.

But do hotels do everything they can to help their staff deliver an incredible guest experience?

Do hotels spend too much time trying to up-sell rather than up-ex?

What is really behind incredible guest experience?

Ask anyone about their favourite experience at a hotel, and they will invariably tell you a tale of a member of staff giving surprising and memorable service, a moment where they were treated beyond their expectations. And when you look at the most impassioned reviews on TripAdvisor, they always talk about the level of service received or perceived.

In other words, the main drivers of guest experience are the personal interactions with hotel staff. So it makes perfect sense to give staff every tool possible to do their jobs to the best of their ability, doesn’t it?

But does that actually happen?

Does your hotel treat every guest like a VIP?

Up until now hotels have used data almost exclusively for transactional purposes, leaving the entire guest experience to the expertise of their staff. If you look at the technology stack in most hotels, it is mainly based around billing and in-room facilities.

But guests don’t spend their holiday in their rooms or at the Reception Desk.

90% of their time is spent out and about, enjoying the pool, the spa, the beach, the tennis courts, or any of the other amenities the hotel offers.

Yet the data that could elevate their guest experience is locked away and inaccessible to the staff who are actually delivering it.

And that’s where Guestband helps. We allow data to flow around a resort so that staff can use it to give brilliant customer service.

We want all resorts to treat every guest like a VIP, to make every guest feel special, to help your fabulous staff create an even more unforgettable guest experience.

If you would like to know more about how we can help you, please get in touch. 

Remember, it’s all about the service!