Intuitive Guest Service: A Whole New Level of Guest Expectation
By Scott Hale Chief Experience Officer, Brand New Stay | April 23, 2017
Hoteliers and their teams work tirelessly to exceed their guests' expectations and dispel the assertion that there's no place like home. The challenge remains that guest expectations proliferate daily. A warm welcome, clean room, and mint on the pillow no longer knock the socks off your guests. Even points rewards programs don't do the trick.
While valuable to a good guest experience, these common acknowledgements are standard fare, predictable, and generic. Rather than standard, predictable and generic, your guests now demand experiences that are unique, unexpected, and engaging. How do you deliver the latter style of guest experience? With intuitive guest service.
As the introduction outlines, your guests customize almost everything about their world. Beyond their home, your guests' smart phones and web browsers are programmed to share feeds and information prequalified as interesting. When buying a button-down shirt online, your guests have access to full-blown fabrication websites that deliver a completely customized product. Or, if they'd rather not be hassled with making their own shirt, they can subscribe to a service that offers up a stylist who ships hand-picked outfit options to their doorstep.
From online music streaming to meal delivery to pantry-stocking, a personalized solution is a click away.
Given these marketplace and societal conditions, it's only natural that guests would expect the same or better opportunity for customization when they're rewarding themselves and their families with a vacation or navigating their next business trip. While snappy websites and booking engines can certainly help guests custom-craft a getaway, an experience is far more comprehensive to customize than a product. A product, like a mattress, dress shirt, or meal, can be built and delivered with little to no requirements after delivery. An experience is ongoing.
Think of it this way; if you purchase a product, your product-purchasing experience concludes at the delivery of the product. It's the exact opposite for an overnight hotel experience. Your guests' hotel stay experience actually begins at the same relative product delivery point - check-in. Rather than deliver your product to the guest who ordered it, you welcome your guest to experience the product that they ordered up - your hotel and the intuitive service that they expect to go with it.