How Hotels Can Make Their VIP Guests Feel Extra Special?

Who can be your VIP guest?

Well, in hospitality industry, every guest at your hotel is VIP. After all, the success of your hotel is relied on them.

While great customer service is important in every business, hospitality industry differs from others as it is all about services.

It is important to treat all guests with respect and deliver personalized services so that they can keep coming back—or at least, recommend your name to others.

Even though all guests in your hotel deserve wonderful service, for some of the guests the hotel is required to use all possible resources to address their needs and expectations as well. These guests are the loyal customers or those who have been using the hotel frequently.

Criteria for sorting out guests as a VIP might differ from hotel to hotel. From decision makers of companies, travel agents, and honeymoon couples to journalists, your VIP guest can be anyone.

Be There To Fulfill their Needs:

It goes without saying that every guest at your hotel deserves a special treatment. It gives them a positive experience they will want to repeat. Your staff should be attentive, responsive and at the beck and call of the guests. This will encourage the guests to become loyal to your hotel.  

Ease Any Tension:

Not all guests are the same.

Some of them can be unpredictable, volatile and emotionally charged. Here you need to remain calm and pacify them. Listen to their concerns and try your best to resolve their problem.

All of this will convey a message that you are taking your job seriously.

Understanding What they Want:

Don’t hesitate to delve deeper into the problem.

Once your guest is relaxed, ask them how you can help them. They might be frustrated by slow internet, but only because they are not able to make video call.

Understanding the exact nature of their problem will give more options, allowing you to pacify them faster and efficiently.

Providing Personalized Customer Service:

Services should be personalized so that a guest could feel that he or she is the most important person at that moment. From front office that recognize the guest or call them by name, that are willing to help, that remember the preferences of a guest, and that are able to provide information make a big difference.

Updating Technology:

Hospitality might be counted among the oldest businesses in the world, but the modern age requires it to be equipped with technology to reach the fullest potential. For example, a management software can simplify check-in and check-out process, generate financial reports, manage staff and automate daily tasks, relieving the burden on the your hotel staff.

Asking for Regular Feedback:

This is important to keep impressing your VIP hotel guests by raising your service standards.

Feedback and acting on feedback has always been important. It helps you know how the customers feel and if they are going to come back.

While it might not be feasible to ask customers to write a feedback note, you can ask them to drop their review online about your hotel.

 The Bottom Line:

Outstanding customer services lead your hotel to success. It is an important element of any client interaction-type-of-business like hotel.

As quality is a crucial factor when it comes to hotel services, it is important to incorporate communication, quick respond time, listening to customers and making your customers feel appreciated to stay on top. Like we said before, guests define the success of a hotel.

What do you think? Drop your valuable thoughts in the comment box given below!