Let's dive into a crucial aspect of the guest experience that sometimes gets overshadowed
The departure and farewell process.
We often focus on ensuring a pleasant stay for our guests, but it's equally important to ensure their departure is seamless and memorable.
Think about it – even if a guest's stay was fantastic, their overall impression can be tainted if they encounter issues during their departure. As hospitality professionals, it's your responsibility to make every step of the guest journey remarkable, from check-in to check-out.
Departure issues can range from billing discrepancies and delays in the check-out process to unattended guest needs. These challenges, if not addressed, can leave guests feeling frustrated and undervalued, overshadowing the positive experiences they had during their stay.
So, let's shift our focus to the departure experience and give it the attention it deserves. By anticipating potential issues and implementing strategies to mitigate them, you can ensure that guests leave your hotels with a lasting positive impression.
Remember, it's not over until the guests have bid farewell and departed smoothly. Read on as I explore the potential issues that can arise, how to avoid them, and what steps you can take to create a departure experience that reflects the same level of excellence as the rest of their stay.
Here are 10 areas to focus on and improve to offer outstanding service
1. Billing discrepancies
Guests may encounter errors in their final bill, such as incorrect charges or missing discounts. You can avoid this by ensuring accurate record-keeping and double-checking invoices before presenting them to guests.
2. Delays in check-out process
Lengthy check-out procedures, queues, or unavailability of staff can frustrate guests. You can streamline the process by offering express check-out options, providing multiple check-out counters, or implementing self-service kiosks.
3. Lack of luggage assistance
Guests may face challenges when carrying their luggage, especially if they have heavy bags or mobility issues. You can mitigate this by providing luggage assistance services or offering luggage carts for easy transportation.
4. Inadequate transportation arrangements
If guests require transportation to airports, train stations, or other destinations, a lack of timely or efficient arrangements can cause stress. Hotels should ensure reliable transportation options are available, whether it be shuttle services, arranging taxis, or providing accurate information on public transportation.
5. Poor communication about departure procedures
Unclear instructions regarding check-out times, luggage storage options, or other relevant details can lead to confusion and dissatisfaction. You should proactively communicate all necessary information, both in-room and through staff interactions, to ensure a smooth departure experience.
6. Unresolved issues during the stay
If guests have encountered problems during their stay that remain unresolved, it can sour their farewell experience. You should prioritise addressing and resolving guest concerns promptly to leave a positive lasting impression.
7. Lack of personalised farewell
A generic or impersonal farewell can leave guests feeling unappreciated. You can enhance the farewell experience by acknowledging guests by name, expressing gratitude for their stay, and offering small gestures like a handwritten note or a parting gift.
8. Insufficient assistance with onward travel plans
Guests may require assistance with arranging transportation, booking tickets, or obtaining local information for their next destination. Hotels can provide concierge services to help guests with their onward travel plans, offering recommendations, and facilitating reservations.
9. Inattentive staff during departure
Unresponsive or inattentive staff members can diminish the guest's overall experience during their whole stay, but in particular at departure. You should ensure your staff is well-trained to provide attentive, friendly, and helpful service until the guest has fully checked out.
10. Long waiting times for taxis or transportation
If guests experience significant delays in obtaining transportation upon departure, it can create frustration. You can mitigate this by maintaining good relationships with reliable transportation providers or implementing systems to track and minimise waiting times.
To enhance the departure experience and mitigate these issues, hotels should prioritise efficient and personalised service, effective communication, and attentiveness to guest needs. Regular staff training, process improvement, and soliciting feedback from departing guests can help identify and address any areas of improvement in the departure and farewell process.
By prioritising a smooth and memorable departure experience, you can ensure that guests leave with fond memories and a desire to return. Remember, the final moments leave a lasting impact, so, let's make every farewell a truly exceptional one.
With attention to detail and a commitment to guest satisfaction, you can create a seamless departure process that reflects the true essence of hospitality.
