Travelling can be very stressful for some people
There are so many things that can go wrong
- Forgotten phone, keys or worse, passport
- Flight delayed
- Missed connection
- Lost luggage
- Road traffic
- Puncture
- and many more…
So, the last thing people want is a messed-up hotel reservation
When it comes to creating exceptional guest experiences,
Effective pre-arrival communication is crucial
- Guests greatly appreciate being well-informed
- It’s a peace of mind
- They want the room they booked
- One double bed, NOT two single ones
- Having their special requests addressed ahead of time
So, what should hotels do?
Simple…
Ensure clear and effective communication
Here are 3 potential issues with pre-arrival communication, you should look out for
1. Welcome email with arrival information
One common issue is when guests receive inadequate or untimely information in their welcome emails,
leading to confusion and frustration upon arrival.
To avoid this, you should prioritise sending comprehensive and detailed welcome emails well in advance. These emails should include essential information such as check-in procedures, room assignments, amenities, and any specific instructions or policies.
By providing guests with clear and organised details, you can set the stage for a seamless arrival experience.
2. Concierge assistance for special requests
Another challenge arises when guests have special requests or unique needs that aren't effectively addressed by the hotel's concierge service.
To overcome this, you should focus on proactive and personalised assistance.
By training concierge staff to actively engage with guests before their arrival, you can gather detailed information about specific requests or preferences. This enables you to make necessary arrangements, such as booking restaurant reservations, arranging transportation, or accommodating dietary restrictions.
Going the extra mile in anticipating and fulfilling guest needs establishes a strong foundation for a memorable stay.
3. Language barriers and translation issues
Language barriers can pose challenges during pre-arrival communication, especially when guests and hotel staff speak different languages.
Miscommunication or misunderstandings can occur, leading to confusion and potential dissatisfaction.
To address this, you can use translation services or employ multilingual staff who can effectively communicate with guests in their preferred language.
Clear and accurate translations of welcome emails and other important information ensure that guests fully understand the details and feel supported throughout their pre-arrival experience.
By addressing these potential issues and implementing effective solutions, you can elevate the pre-arrival experience and leave a lasting impression on your guests.
Clear and comprehensive welcome emails ensure that guests feel well-informed and prepared, while personalised concierge assistance demonstrates a commitment to meeting individual needs.
Remember, pre-arrival communication sets the tone for the entire guest stay, fostering satisfaction, loyalty, and positive word-of-mouth recommendations.
Effective pre-arrival communication is a great way to exceed your guests’ expectations.
