• December 13, 2023

Six Ways to Provide Hotel Support Amenities to Help Delight Hotel Guests

What are some of the newest developments in support services that hotels in the fiercely competitive hospitality sector can provide to give their visitors an exceptional, lifelong experience?

Based on market observations, hotels can no longer rely solely on brand loyalty, location, or value to draw customers to the check-in counter. These days, a nice address and even better price are bonuses for visitors, not factors in favor of selecting one property over another. Hotels ought to think about implementing state-of-the-art guest support amenities that genuinely create an exceptional and unforgettable guest experience in order to entice guests to return time and time again.

The millennial market, amenities, and customization for the modern traveler

When visiting a hotel, guests want to be able to do as they please, watch as they please, and eat as they please. The options provided by the front desk, room service, or Pay-Per-View are no longer “stuck” for guests. The days of the “self-contained” hotel are gone, and establishments that cater to visitors’ desires for flexibility will become the epitome of customer loyalty. Look to the millennial families who are starting to travel as a reliable guide for ideas on which amenities to include. It is a matter of basic math that millennial families spend thousands of dollars on travel annually; a family of four is likely to spend more than their single or coupled counterparts. They are therefore driving demand for additional amenities, customization, and recognition of guests. What are some of the hotel support services that enhance the level of flexibility for guests?

1. Tap into text concierge

In order to ensure a frictionless hotel experience, it is imperative to promptly and efficiently attend to guests’ needs, which entails being accessible at their convenience. It makes sense for hotel managers to offer text-based concierge services, given that 70% of millennials would rather text than talk on the phone. Text-based concierges, which are run by chatbots, can relieve the front desk staff by handling requests for extra towels, taking orders for room service, and giving advice on nearby tourist destinations. Upon check-in, the text-based concierge sends a greeting to the guests. The chatbot can send a survey to departing guests in order to get their input. This information is then used to improve the hotel and create a more comprehensive customer profile.

2. Leverage customer data to enhance the in-room experience

Now is the time to handle the customer information you have been asking your visitors to provide. Hotels frequently have a wealth of information about their visitors, including their preferences for rooms and other details. Taking into account your guests’ preferences without their request demonstrates your attentiveness and genuine concern for their business, creating a memorable experience, and fostering client loyalty. Something as basic as the guest’s reason for checking in can serve as the basis for this personalization. An additional hotel-sized sunblock in the amenity kit would be appreciated by those visiting the area for the summer. A more thorough profile might highlight consistent travel habits, like a visitor who consistently gets a black coffee at seven in the morning or visits the spa every day. Fostering that highly sought-after customer loyalty can be achieved in large part by providing a complimentary spa add-on or having the drink delivered automatically.

3. Offer complimentary local rides

By providing a (free) means of transportation for guests to go to nearby locations while visiting, hotels can lessen the burden of transportation from visitors and add a special touch to the array of standard amenities. A ride that is not only waiting at the airport when your guests arrive, but also waiting the following day to take them to one of the top three local destinations, makes for a genuinely unique, enjoyable, and hassle-free experience.

4. It’s time to take the Wi-Fi in your hotel seriously

The guests who depend on the Wi-Fi are harmed by sluggish and inconsistent Wi-Fi or by paying for faster Wi-Fi. These restrictions make it difficult for visitors to carry out daily duties, which adds needless stress to what should be a hassle-free visit. Giving visitors the same caliber of Wi-Fi they would expect at home or at the workplace will go a long way toward creating the seamless check-in experience that they desire, which should lead to a favorable review.

5. Calling guests by name–literally

Visitors want to feel as though their business is appreciated, not like just another credit card number. Just replacing generic greetings with names and a few details gleaned from the customer database is a good first step for hotel managers. On the check-in form, “Dear Jim, we hope you and your family enjoy your four-night vacation” has more weight than “Dear guest, we hope you enjoy your stay.” Being attentive demonstrates that you value and respect your guests’ business as though they are a member of the larger hotel family.

6. Allow food delivery as an alternative to room service

Some travelers find it exhausting to leave the hotel just to eat, but not all are happy with the options offered by room service. By enabling visitors to use food delivery apps to order takeout to their rooms, the hotel shows that it cares about their comfort and is prepared to meet their needs rather than just pushing its own menu items on them.

Summing up

The newest developments in guest support amenities are being driven by personalization. How can hotels accommodate their visitors’ needs to eat, watch, and go wherever they please while still providing those extras that show gratitude for their business? Personalizing the guest experience may seem like a lot of work, but it only requires a small amount of work up front for such a substantial return. Many of these services can be performed using guest data that you have previously obtained consent to use and kept on file, or you can adapt and expand current services too.