Why is selling an experience more important than just selling rooms?

Stay with me and I’ll explain why and how to improve your guest’s experience.

After decades of touting their vast array of in-room amenities, fitness centers, pools and large-screen TVs, many hospitality property marketers have become too self-indulgent and product-focused to recognize that it’s what happens outside of the property that really matters these days.

Today, your guests are looking for more.

You have to sell an experience to your guests and I am going to share 6 ways you can drive more guests by selling your property experiences.

But before I do I have to talk about customer service in the COVID-19 era.

Hospitality Property Industry in the Covid-19 Era

It’s a fact that COVID-19 has changed customer service forever. The way that a hospitality property operates and delivers experiences to guests will have to go through changes and adaptations that will become the new normal.

Failure to adapt will result in property closing.

Along with any government and industry requirements, hospitality properties will have to take into consideration what travellers are looking for, and what services can be provided to them.

For example:

Local health services

Even when all the restrictions have dissipated, the fear won’t. Guests will be making sure local health services are close to where they are staying and are reliable, to ensure the safety of themselves, family, friends, and colleagues.

To aid guests, update information on your website, including room descriptions and use guest messaging apps to make communication easier and more personalized.


Hygiene & cleanliness

Travellers will naturally be health-conscious when they travel in the immediate future so you need to make assurances that your property is undertaking best practice in this area.


Booking policies that are flexible

Many guests will be hesitant to book too far in advance and also may be forced to cancel reservations at short notice. The waiving or relaxing of cancellation fees will help to ensure vital guest satisfaction and future loyalty by offering empathy through flexibility.


Shared areas (lobby, restaurant, bar, pool etc.)

Overcrowding should be avoided at all costs as many guests will be concerned about this – and it will likely be illegal.


Contactless check-in, room entry, room service

Travellers had been leaning towards this option prior to the pandemic but will become much more of a demand now. Not only will it save the guests time and inconvenience, but it will also now make them feel safer.

Increase in adventure holidays

Being cooped up for months on end will have travellers craving adventure, exploration, and fun new experiences. Hospitality properties should look at what packages they can offer for this group.


Continue listening or reading and I will share 6 more ways to sell experiences to your customers...


⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:

https://keystonehpd.com/strategies-to-improve-your-guests-experience-ep-247


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