Knowing what your guests want is not complicated

Nothing is complicated unless we REFUSE to approach it and solve it. It’s rather COMPLEX.

People are complex. Running a hotel business is complex. And the best way to deal with complex things is to approach them with a PROCESS, INTENTIONALLY.

So, do NOT make it sound impossible but COMMIT to getting to know your guests.

First, analyse your guests with the data you already have. That’s demographics. THEN move to your REAL guests and get to know them better.

Be interested in their lifestyle and ways to make their life more CONVENIENT while staying with you.

Discover their NEEDS and WANTS, ROUTINES they bring and things they SEEK when they come.

Learn their life values and reasons for coming and fit these two into the CONTEXT in which you can create MEANINGFUL EXPERIENCE for them and your hotel.

Determine, what is the experience you want to provide, what do you want your hotel to be SYNONYM for, what is it that you REPRESENT to your guests?

List all the information you need in order to DELIVER such experience and create these impressions for EVERY SINGLE GUEST of yours.

Eventually FIND OUT all information you need. Use different ways to collect it prior to their arrival but also during their stay and after they leave.

Data is easily available nowadays and your guests are DISAPPOINTED you are NOT using it.

LISTEN, do NOT just give them a bottle of wine as a welcome gift if they don’t drink alcohol or have a conference tomorrow.

Take care of them. SHOW IT, don't just say it.

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ELEVATE your hospitality business.

Master consistent excellence DELIVERED in practice.

Be WORTH EVERY PENNY & every second of your guests.