There are so many discussions today about Internet Marketing, Social Media, Reputation Management, etc. All and more which are highly relevant, but what about getting back to the basics?
Do you and your team consistently make good 1st impressions with your guests?
- When was the last time you rushed around the front desk to open the door for a guest?
- When was the last time you stooped down to a 3 year old child level and handed them a colouring book and crayons with a genuine smile?
- When was the last time you had breakfast with your guests, and took the time to ensure that they were having a pleasant stay?
Remember, 1st impressions can “make or break” you and it’s often what you’re remembered by. If your competitors are making similar efforts, then what can you do to be remembered by? Break yourself apart from them. If you represent a brand, don’t rely solely on the franchise and let it hide your personality. Allow your true colours to shine outside of that uniform. If you represent an independent hotel, then even more reason ensure that every 1stimpression is immaculate.
1st Impressions don’t necessarily come natural to everyone, and it can’t really be trained, but there are some basic principles.
When you greet a guest, don’t just smile because your General Manager made it mandatory, smile because you really mean it.
Last impressions are just as important. When departing a hotel, would you prefer to have someone wish you a nice day? Or would you prefer them to wish you and your family a safe trip and say that they look forward to seeing you again?
Consult with your team, both executive and non-management, and develop and implement a “1st Impressions” strategy. Follow-through accordingly and ensure that positive impressions are made on every opportunity to connect with your guests.
Getting back to the basics will increase your repeat guests” & referral opportunities, and consequently reduce your reliance on GDS & OTA Bookings, and positive reviews on Trip Advisor will increase. Live by it, and the rewards in your efforts will have a positive ripple effect through your online marketing efforts overall.