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Guests enjoy staying at a place when they feel that you are honestly paying attention to their needs
Must agree that every guest wants to feel special
A good start is with a personal welcome. I chat to them about their holiday and expectations and what the would like to do while I am showing them to their room and handing over the keys.
I totally agree. Little things like a chocolate on the pillow dont cost much but create that special feeling. I always think what I would like to see when I walk into a holiday apartment and make sure that our guests have all of that.
Friendly welcome a great start to a pleasant stay for guests. Facility must be immaculate, attention to detail. Flexibility in times of serving breakfast. Helpfulness in sorting out activities sort after.
I do all of the above. Friendly, take time and show interest in them, attention to detail but most of all...it shows without saying if all you are in it for is the money and are skimpy and a cheapskate. So unless the attitude changes you will never get a high rating. That has been my experience in staying at other places.
It's not a way to get rich, but is fun to interact with guests and help them have a positive holiday experience....
I think one needs to read the guest when they arrive, finding out how long the have been driving/traveling that day!..as I have picked up many times that, ALL that some guests want, is to get to their cabin/room and settle in, not get a long winded, what you can do/go...bla bla story, for us we think it's service, but some guests are in the service industry 24/7? sure some guests do want it, but as I say read them with assertion, what I do is ask have you been to this area before, then shorten it, if yes? tell them the basic's about the accommodation and say they are welcome to seek advise and know-how at their convenience?
I have found a welcome letter in the unit, with all the goes too, see this and that/do this or that, is a great idea?, then cover, service with " this is your get-away and we do not want to be in your face, should you need any advises or or need things, you are welcome to call xxxxxxxxxxxxxx talk to a housekeeper, come to reception and we will be glad to assist"
I hope this makes sense...and can assist someone?
your guests are your business. We have been in self-catering for over 26 years . You should understand that even how hard you work, how perfect every it ….there are always these guests that find something to pick on you. |If every thing is perfect , than is it décor …...or a pot hole on the road, or a local restaurant that was closed. You can never get 100% if you deal with the larger public. Be proud of your self if you get 85 % and up .
Yes, we try our best, try to go above and beyond. Some guests want 8 slices of toast, on top of a hot breakfast! We serve it up. Then they leave 2 slices......
It says in our website we are pet friendly and we do have 2 dogs and 1 cat. Then the guest complains because he thinks it smells like dogs..... But this one guest is the only one to say that, out of the hundreds of guests we have hosted - so I think this is another example of a guest that "just is never happy". Smile and nod, that's all you can do with this type of unhappy person.......
And hope they never come back!