As you are managing your B&B’s strategy, it’s easy to get caught up in the numbers. You’re constantly calculating your RevPAR and you design marketing strategies to boost your direct bookings – but, at the end of the day, you need to remember that those numbers represent the guests at your B&B. They’re not robots who can be satisfied by algorithms and equations.
They are the everyday people who book rooms with you, and who come to you because they prioritize the B&B guest experience. By engaging with your guests on a personal level, you can give them the premier B&B customer service that they both expect and deserve.
First impressions are everything, especially in the hospitality industry. It is critical that your guests feel welcome and at ease from the moment they step through the front door of your inn.
Make sure that the front desk is staffed with a friendly individual who will greet each and every guest with a smile. Whenever possible, you should strive to be available to meet your guests and offer them hospitality. Warm cookies fresh from the oven, a tray of local fruit or a glass of sparkling wine from a nearby vineyard are just a few ways to surprise your guests and invite them to your property.
They won’t forget this experience, and it will set the standard for the rest of their stay with you.
Many people book rooms at B&Bs because they crave the personal, authentic experience that is found at these unique accommodations. Don’t let your guests down by treating them in the same way that chain hotels treat their guests. Instead, use the data you collect from the online booking process to get to know your guests prior to their arrival. Know their names before they walk in the door, and take note of any special occasions they might be celebrating. Throughout their stay, greet them personally and offer them customized treats, such as a cookie that they mentioned was their favorite or a cup of coffee made just the way they like it.
Obviously, it’s unrealistic to try to upgrade every guest that walks through your door. However, you should surprise and delight someone with a better view or more luxurious linens at no extra cost whenever you can. This resonates with guests, as it instantly improves their experience at your hotel and will encourage them to tell their friends and family about their stay.
Many B&B operators choose to reward those who booked with them directly, as a way of encouraging further direct bookings in the future.
When your B&B’s strategy goes beyond the facts and data, you will be able to improve the B&B guest experience at your property. When your B&B customer service is at its peak, you will find that your booking numbers will organically grow as a result of positive reviews, feedback and referrals from your guests.
Sign up to our blog and receive regular updates on the content you're intoSign up now
Send this to a friend