Most Millennials love to travel. They travel when they work, and they travel on vacation. Baby Boomers are not traveling as much as they did 20 years ago, but the gray-hair set still wants to be as mobile as possible. The Millennials and the Baby Boomers make the travel industry what it is today. The travel industry is a trillion-dollar industry, and even though the world is facing serious safety concerns, the travel business will continue to grow. One of the most essential elements in travel growth is the hotel industry. Today’s travelers want to feel the love when they check into a new city, and it’s up to hotels to provide that love.
Hotel hospitality is the soul of the travel industry. Hotel hospitality is the symbiotic interaction between a guest and the hotel staff. The hotel staff should provide courteous and caring service for guests in a way that conforms to hospitality ethics. There are five important aspects of hotel hospitality, and all of them must be part of a hotel’s operating plan.
First impressions last forever, especially in the hotel business. Hotel hospitality begins before a guest walk through the front door. The first words guests hear from the staff set the mood for the entire visit. Hotel staffers must use different expressions when greeting guests. Most of the expressions are formal. But informal expressions are appropriate with guests who visit frequently as long as those informal expressions don’t cross the line of hospitality ethics.
Dealing with Guest Requests
Guests usually make requests because they want to get the biggest bang for their money. Most requests don’t cross the line of good behavior, but some requests can be outrageous. Good hotel hospitality addresses all types of requests from guests in a methodical and practical way. The hotel staff has a duty to fulfill all requests or explain why they can’t fulfill unusual requests using polite professionalism.
Asking for Guest Permission
Hotel hospitality means asking guest permission when a hotel has to take some sort of action that will impact a guest in some way. Most guests will also ask the hotel for permission to do something that does not conform to normal hotel behavior. In both cases, goodwill and understanding take precedence.
Problems and Complaints
There are times when problems and negative issues are front and center between a guest and the staff. Complaints are a fact of life in the hotel business. Some complaints have merit, and other complaints are the result of other issues guests have that do not concern the hotel. A hotel that understands hospitality will deal with all complaints immediately. And the hotel staff will resolve those issues in a professional way. The serviced Apartments Marylebone is a good example of a long-term hotel facility that understands all the aspects of hotel hospitality. The service apartments in Marylebone, London are a stellar example of what hotel hospitality can do for a hotel property. And the staff in Marylebone knows how to treat their guests, and that’s what the property has so many guests that return every year.
Giving and Receiving Compliments
One aspect of hotel hospitality that can fall through the cracks if giving guest compliments. Compliments are investments in the future. Hotel staffers should offer guests compliments frequently, but not too frequently. Compliments should be sincere and personal without being too personal. And guests should complement the hotel by coming back and staying again. That is the ultimate compliment any hotel can receive.