How does a guest get in your door? In the dynamic world of a hotel, it is sometimes a matter of seconds to assess what type of guest you have in front of you and what their expectations are. The trick is to recognise and acknowledge not only your guest's emotions, but also your own. This allows you to respond to the situation immediately and appropriately.
Does a guest enter with a smile or already with a frown? You can read emotions from gestures, posture and voice. Each of these signals often evokes an immediate feeling whether it is admiration, irritation or something in between. It is important to understand that emotion and feeling are not the same thing: a feeling is the reaction to the behaviour that stems from an emotion. Sometimes you have to respond to that behaviour to turn a negative emotion into a positive experience. Because happy guests can turn you into loyal fans.
But how do you know if a guest is really satisfied? How do you make someone happy and how do you collect fans for your hotel? Ask yourself: do you only want to hear that your guests are satisfied, or are you genuinely interested in their opinion of your service? Standard surveys can be useful, but rarely offer the in-depth insights that personal conversations can. Dare to start the conversation, without preconceived conclusions. This may take more time than an e-mail, but it will provide valuable feedback that your guests will surely appreciate.
If, when checking out, a guest responds with a flat "yes please" when asked if everything was to their liking, that is a signal that something may have gone wrong. Instead, ask an open-ended question: "How did you experience the stay?" or "What tips do you have for us?" Such questions invite the guest to share their real opinion, and increase the chances of you receiving honest and useful feedback.
The most important thing is to listen carefully and make the guest feel they are being heard. End the conversation with a sincere thank you for the valuable information they have shared with you. An unexpected token of appreciation can have a big impact.
As Sven, who recently started running his own restaurant, says: "The best compliment I get is when guests say it feels like coming home as soon as the doors open. That's because of the sense of welcome we manage to create."
It's all about the balance between asking and listening and, above all, sincere attention to your guests. That's what makes a good stay an unforgettable experience.
Jeannine Sok is the owner of Gastology. Through this hospitality philosophy and training method she developed, she helps people optimise hospitality.
Sven Heijkoop is a hospitality entrepreneur, maître, sommelier and itinerant footman with the Royal Household. He opened a bistro in the centre of Den Bosch in July 2024.