Create the ultimate customer experience for hotel guests

Ideas for an exceptional customer experience

There are endless cost-effective yet powerful ways to help create a memorable customer experience that builds brand loyalty and helps ensure your hotel’s long-term success.

The moment a potential guest lands on your website is the start of the customer experience journey, so that needs to be easy to navigate, engaging and rich with essential information. Once you’ve secured their booking and, of course, once they arrive at your hotel, opportunities to connect abound.

Here are some ways to do this:

• Booking confirmation & information cards

These days, we do so much online that taking the time to connect in a tangible way can have a big impact. Sending a ‘thank you for booking with us’ printed card in the post before a customer comes to stay is a fabulous way to begin the guest relationship and create a sense of excitement.

The card may also contain helpful information about hotel transfers, local car hire options or sightseeing ideas that are best booked ahead of time.

You could even include a business card for a key hotel staff member so guests have a personal contact to liaise with ahead of their stay.

• Welcome notes & inspired thoughts

Travelling can be tiring and, when fatigue sets in, so can negativity.

Including uplifting printed welcome notes or print cards with inspirational sayings or thoughts on them – that can include a customised communication for each guest ‘Hope your trip from  was easy!’ – can help foster connection and support your customers to focus on the positives and put any flight and airport stress behind them.

Motivational or inspired thoughts, sayings and colourful imagery can also be incorporated into stylish room décor such as large format posters and calendars.

• Convenient, informative touches

When it comes to the customer experience, making a stay easier on guests by increasing communication and providing helpful information is a must.

Think big, beautifully designed wall-mounted poster maps of the locale marked with key tourist attractions, outstanding dining options, bus and train stations, and essential services, such as hospitals, doctors, shopping destinations, and banks.

As we’re ever reliant on technology, not many of us always have a pen and paper handy. Ensuring branded hotel writing pads or sticky note pads and pens are freely available in the room and communal areas make life that bit easier when guests want to jot down a restaurant or sightseeing tip!

Staying active while travelling for work or play can be tricky too; printed 5-minute workout cards placed in the bathroom or by the bed are helpful and illustrate a commitment to your guests’ health and wellbeing.

• Essential hospitality printing in the digital age

Hotel stays – whether for business or pleasure – give rise to opportunities to form relationships with others and sharing is a key aspect of this.

So, while you may offer a digital restaurant or café menu for those who want to order that way, keeping glossy, image-rich printed menu options that can more easily be shared and considered

when ordering is a smart choice.

Printed spa or treatment menus that can be placed around hotel rooms, in lobbies or quiet spaces can better engage hospitality guests to seek out these add-ons, which can add an extra dash of luxury to their visit.

• Creating magical moments

Hotel guests are regularly celebrating special events – from birthdays to weddings, anniversaries and graduations.

A wonderful way to create customised ‘magic moments’ for your guests is to formally acknowledge these celebrations when your hospitality team uncovers an occasion is being marked. Deluxe printed branded cards or gift tags staff can personally write on and give to guests with packaged chocolates or candy are perfect little touches that build lasting impressions and show guests you care.

Thank you cards that can be handed to customers or left in rooms prior to checkout are another great touch and MBE’s team can help you design and print everything you need.

• Helpful after stay service

It’s common for guests to leave things behind but it can be costly to return these items to customers, so reducing the chances of this happening is wise.

Printed departure check lists placed strategically around hotel rooms and at reception or help desks can help ensure your guests don’t forget expensive essentials.

If, despite every effort, you have forgotten goods to deal with, MBE’s domestic and international courier express and express shipping services can help put things right quickly, creating a superior experience for valued customers.

We can arrange express post, next day delivery and worldwide express delivery no matter the size or value of the item.

Perhaps use a more local example, like Perth or New Zealand?