Achieving High Quality Guest Experience is a top priority for Hospitality establishments. Whether you run a full service resort, hotel , motel or lodge , what we sell is a GUEST EXPERIENCE. You cannot touch it but you feel it, you taste it and guests can differentiate a good experience from a lukewarm experience. Every investment in a hotel ( I’ll use hotel in generic terms since it resonates in the human mind for all hospitality establishments) be it in buildings , equipment, room furnishings, Human Resources, all of this eventually culminates into an EXPERIENCE that’s offered at a hotel. With this understanding therefore, the hotel owner or investor is able to assemble the befitting individual inputs into the hotel business so as to achieve the desired experience for the intended target audience that we talked about earlier.
Relevance of understanding Guest’s Expectations?
If you don’t clearly understand what the expectations of the guests are , and the nature of hospitality enterprise that you brand yourself to be, you are most likely to fall short of the required Guest Experience levels or Service Quality thats meets your guests expectations and eventually leads to business failure.
A Unique GUEST EXPERIENCE offered and high Service Quality is what differentiates successfully run hotel businesses from the failed hotel projects . We’ve seen occasions where hotel owners have a tendency to regularly invest more resources in hotel refurbishments , replacement of kitchen equipment and hardware and so on, but little or no effort at all is put in staff refresher trainings, some hotels lack Human resource manuals , little or no motivational surveys are ever done to understand whether the people we employ are up to task and aligned to the business’s goals or vision. Attaining a High Quality Hotel Guest Experience requires a balance of investment in both hardware and software.
“SERVICE QUALITY in hospitality is driven by people , NOT machines” .
This is a wake up a call for hotel owners , to center their efforts on betterment of the wholesome guest experience and not just focus on refurbishing hardware in bid to unlock their hotel businesses.
The Role of Guests in attainment of a high Quality Guest Experience
What Role do Guests have to play in delivery of an overall high quality Experience in the Hotel. Hotel business unlike any other business is highly service oriented which means that interaction between the service provider and the consumer who’s the hotel guest in this case in unavoidable. You’ll note that in other sectors like Manufacturing or First Moving Consumer goods and products , the consumer has little or no role play whatsoever in the manufacture of product, everything is done in the factory and the consumer buys the product off shelf in a grocery store or supermarket. However this is not the case with Hotel businesses , in our case the consumer or guests is involved in the manufacture of the hotel or vacation experience right from the start to finish.
For more insights as these on how to design a quality guest experience at your hotel , resort or Lodge , feel free to reach out to us on Whatsapp or info@eyalamaconsulting.com