Top 5 Ways to Enhance Guest Experience in Hotels
In the competitive landscape of the hospitality industry, delivering an exceptional guest experience is no longer a differentiator – it’s a necessity. Travelers today expect more than just a comfortable room; they demand personalized service, seamless technology, responsive staff, and consistent engagement throughout their stay. For hoteliers, this means reimagining the guest journey to not only meet but exceed expectations.
Here are the top five ways hotels can elevate their guest experience and foster loyalty, with practical examples and tools like Benbria’s Loop Messaging and Loop CXM platforms to support these strategies.
1.Personalized Services: The Power of Tailored Experiences
One of the most impactful ways to enhance guest experience is through personalization. From remembering guest preferences across visits to curating welcome gifts that match past behaviors, personalization shows guests that you see them as individuals.
How to Implement:
- Use guest data to tailor room settings (e.g., temperature, pillow type, minibar preferences).
- Offer personalized welcome messages through Loop Messaging.
- Send timely, relevant offers based on guest profiles.
Benbria Advantage: Benbria Loop Messaging enables real-time, one-on-one communication with guests via their preferred channels (SMS, WhatsApp, email, and more). This facilitates highly personalized interactions before, during, and after the stay – a key component of luxury-level service.
Real-World Example: A guest celebrating a birthday can receive a custom message from the hotel manager and a complimentary dessert in their room, arranged via Loop Messaging.
2.Seamless Check-In and Check-Out: First and Lasting Impressions Matter
Your guests’ first and last impressions often define their overall perception of your hotel. Long lines and clunky processes can diminish an otherwise great stay.
How to Implement:
- Offer mobile check-in/check-out and keyless room entry.
- Use self-service kiosks to reduce wait times.
- Provide flexible check-out times for convenience.
Benbria Advantage: Loop Messaging allows staff to proactively send check-in instructions or extend check-out options, removing friction from these critical touchpoints.
Industry Insight: According to a recent report, 65% of travelers prefer hotels that offer mobile check-in options. This feature not only saves time but also empowers guests with control over their stay.
3.Maintain Cleanliness and Comfort: Non-Negotiables in Hospitality
Cleanliness and comfort are the baseline of a positive guest experience. However, consistently maintaining these standards requires more than routine cleaning, it requires proactive communication and accountability.
How to Implement:
- Perform regular quality audits and room inspections.
- Use guest feedback to identify areas for housekeeping improvements.
- Immediately respond to cleanliness complaints.
Benbria Advantage: Loop CXM enables hotels to capture and analyze guest feedback in real-time across multiple channels. This allows managers to quickly identify problem areas and resolve them before they impact future stays.
Example: If a guest reports an issue with room cleanliness via Loop Messaging, the system automatically alerts housekeeping and confirms resolution with the guest, ensuring satisfaction before check-out.
4.Unique Amenities: Delight with the Unexpected
Today’s travelers look for more than just the basics. Unique, thoughtful amenities can significantly enhance the guest experience and encourage repeat visits.
How to Implement:
- Offer localized experiences such as tours, cooking classes, or cultural events.
- Provide high-speed Wi-Fi, smart TVs, and coworking spaces for business travelers.
- Stock minibars with locally sourced snacks and beverages.
Benbria Advantage: With Loop Messaging, you can promote these amenities in real-time. For example, send out a notification about a rooftop yoga class or a wine tasting event happening that evening.
Example: A guest receives an SMS invite to a complimentary mixology workshop in the lobby bar, a surprise that turns into a memorable part of their stay.
5.Empower and Engage Staff: Human Touch Matters
While technology plays a vital role in hospitality, the human element remains irreplaceable. Staff who are attentive, empathetic, and well-informed can transform an ordinary visit into an extraordinary experience.
How to Implement:
- Train staff to recognize and respond to guest needs proactively.
- Empower employees to make decisions that benefit the guest.
- Use internal communication tools to keep staff updated and aligned.
Benbria Advantage: Loop CXM captures guest sentiments and alerts staff to both positive feedback and areas of concern. With actionable insights, staff can celebrate successes and improve service in real-time.
Example: If a guest praises a front-desk associate by name in a post-stay survey, Loop CXM logs this recognition, which can be shared during team meetings to boost morale and reinforce excellent service.
Bonus Tip: Listen, Learn, and Act on Feedback
Feedback is a goldmine for continuous improvement. Hotels that actively collect and act on feedback not only resolve issues quickly but also demonstrate a commitment to guest satisfaction.
How to Implement:
- Send post-stay surveys to gauge satisfaction.
- Monitor social media mentions and online reviews.
- Use feedback trends to inform training and operational improvements.
Benbria Advantage: Loop CXM aggregates guest feedback from multiple sources, social media, surveys, messaging, and more, into one platform, allowing for timely analysis and strategic decision-making.
Industry Insight: Research shows that hotels acting on guest feedback see a 12% increase in customer satisfaction scores and are more likely to earn repeat business.
Conclusion
Enhancing the guest experience isn’t about grand gestures – it’s about thoughtful, consistent, and personalized service that makes each guest feel valued. By leveraging smart technology like Benbria’s Loop Messaging and Loop CXM platforms, hotels can create seamless, data-driven, and emotionally resonant experiences that drive loyalty and advocacy.
In a world where travellers have endless choices, make your hotel stand out by delivering not just a stay, but a story worth sharing.
About Jordan Parsons.
Jordan Parsons has served as CEO of Benbria since June of 2017. With over 19 years of hands-on experience, Jordan is a passionate entrepreneur with a background in engineering, skilled in building companies, teams, and innovative products. His strong technical background, combined with business acumen, enables him to make informed decisions that bridge both technology and strategy.
Active in Canada’s technology and startup communities, Jordan is committed to giving back whenever possible. Jordan thrives on collaborating with talented individuals, tackling significant challenges, and driving business growth.
