The first impression counts: What to do to improve guest satisfaction - Insights
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The first impression counts: What to do to improve guest satisfaction

first impressions countHotels have been around for centuries, and they give people all the services that they would have in their homes.

First impressions are always important, and we are aware of it. This is why it is crucial to make sure your hotel impresses your guests and keeps them coming time after time. Your hotel needs to offer privacy and comfort, which is exactly what your guests require after a long, tiring day of traveling.

There is an old saying that goes: feed man’s senses, and you will make them the happiest man alive. To make a good impression on your guests, focusing on satisfying their senses is an essential step to making your hotel unforgettable.

Sight

This sense might be the most important one. The reason is simple. People love visuals! The eyes through which your guests see your hotel play a huge role.

The most essential and traditional thing that is needed to be done very regularly, is to clean the house or hotel and let no dirt in sight. This means no trash, no dust, no step marks, no dirty windows and glasses, no foggy mirrors, and the list goes on. Even if you have a very appealing hotel, cleanliness will upgrade its look anytime.

Other than cleaning, another critical element is the arrangements; how are you displaying the colors and the furniture, and how are you making the best out of the lighting?

If you want to make your hotel look aesthetically pleasing, you might consider having a theme. It will make your hotel more distinguishable and unique, therefore more memorable. Some hotels like to play with colors, for example styling their interior with specifically chosen colors, which will highly impress their guests.

Smell

The smell is another very important sense. When your guests enter your hotel, after looking around the interior, the second thing they will notice is its smell. The best tip is for your hotel to not contain any smell at all.  This shows that the hotel is clean and well taken care of.

If guests encounter any bad or weird smell, they will immediately assume that the hotel is not clean, and will not want to stay or come back again. You might also get bad reviews, which will affect your chances to get future customers.

If you do, however, want your hotel to have a pleasant distinctive smell, you can use candles and diffusers, after making sure everything is clean. A light, fresh scent will positively influence your guests` moods.

Touch

It is important for your guests to feel comfortable. Making the best use of the space you have will help you achieve this. To cover the basics, your guests need enough space to be provided with the essentials according to their needs. Comfortable, soft slippers, shampoo, and fresh, clean towels are just some of the few essentials. Another essential thing is temperature. Having a standard temperature, but also the option to raise or lower it will make your guests happy and satisfied.

Safety

When people visit a hotel, the first thing that they expect the most is privacy and a calm environment. Ensuring your hotel is safe at all times is a must. That is why you should use cameras, Wi-Fi sensors, or radar sensors, have security guards, and gates, and have secure doors for each room. Another additional tip is to have safes inside the hotel rooms, where your guests can store their more important things and they are kept safe, in case of any emergency.

Hotels respect their guest’s privacy, and most of them are designed with technology to make their guests feel safe and secure. This is a priority, and should never be left unsupervised. So, when investing in your hotel, always think about long-term solutions which would benefit both you and your customers.

Taste

Having a nice meal has always been a factor to improve people’s moods. People do not go to hotels to cook their meals, and great food is one of the things your hotel should offer. This is one of the most competitive elements of a hotel, and most of them have a variety of menus to provide their guests with the best quality food.

You do, however, need to take into consideration that you need vegetarian and vegan options, and need to warn people of any potentially harming ingredients that people are more commonly allergic to, such as peanuts, tree nuts, kale, or more. Having a clean, tidy, and cozy place to eat, and offering good food, are ways to keep your guests coming back to your hotel.

Hearing

After a long, tiring day of traveling, it is time for your guests to relax and unwind. Being in a quiet area during the night is not always possible, and we understand. Nosy neighbors, construction workers, loud music, and cars are just some of the few noise factors.  But you also don’t want your guests to feel irritated and uncomfortable.

Controlling internal noise is easier and more manageable than trying to control external noise. Although you can’t do much about it, you can, however, invest in noise-reducing windows, and provide your guests with a positive attitude, when listening to any complaints they might have.

As you already read, there is not any particular secret in satisfying your guests.

Fulfilling the above-mentioned steps is a good start to keep your guests delighted with your service. Sometimes the most important thing in making your guests feel welcome is the surroundings and fulfilling all their basic needs in the best way possible.

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Digital Transformation Coach & Consultant

Are is a digital transformation coach helping hotels open their digital front door, reimagine their processes and culture, and transform experiences in a fast-paced world without competing with online travel agencies.

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