A former Florida innkeeper once said, “Transparency is always the best policy when it comes to guests at your property. Even the smallest inconvenience can become a huge point of contention if the guest feels they’ve been misled. Likewise, even large inconveniences become manageable if they’re expected. Give the guest an opportunity to cancel, and they might! But those are the guests who would have left angry and posted about it on Google, so it’s for the best in the end.”
There are many reasons people decide to pursue a career in the hospitality industry. Some have a passion for serving, giving people lasting memories, and creating a fresh start for themselves and their career. Many property managers and innkeepers have said one of the favorite parts of their job is meeting new people every day. In this industry, the success of the property will almost always be determined by what the guests think. Most of the time, guests have a great experience and leave their stay at your property feeling very satisfied, but there are always a few who can be demanding and a bit overwhelming. For example, they may have not liked certain bed linens such as sheets because they were too warm for sleeping. This blog will explain how to set expectations and boundaries with guests.
Honesty might be the most important way to keep good relationships with your guests. Guests can become unhappy while staying at your property if you leave out important details about what is going on at or near the property. This includes letting guests know about construction occurring near the property or if it is near a venue that has many outdoor concerts, so they can be aware of potential noise. The photos of your property should be current on your website as should the description of what amenities and other services are offered. Your property will come off as honest and forthright.
Communication is Key
It is a good idea to be visible throughout the property so that guests can see you, interact with you, ask questions, etc. Managers might be behind the desk while their guests are checking in and will introduce themselves and mention some of the key highlights and attractions in the area. During their stay, it is recommended to periodically reach out to them and see how their stay is and if they need anything. People like being around others that are friendly and outgoing, so open communication will serve your business well both now and in the future.
A Welcome Book to Keep Things Organized
Those staying at your property may have many questions. The welcome book will help keep information about the property organized such as basic rules, information about the location, and contact information for employees. Important rules for the welcome book could be that quiet hours are implemented at a certain time. The welcome book can also be used for guests to state their thoughts or concerns. One concern could be that they had trouble adjusting the temperature in their room. This will be beneficial to management and future guests to know what to look for. A thorough welcome book will take time and effort to create, but it can be very beneficial to the improve the overall quality of your property.
Guest Reviews are Important
The proper implementation of guest boundaries can go a long way towards improving guest satisfaction. Guests want to feel welcome and appreciated during their stay so qualities like honesty, open communication, and a thorough welcome book can go a long way towards improving guest boundaries and expectations. The internet makes it so easy for people to write reviews about businesses like Airbnbs and bed and breakfasts. When people search for your property, they may completely base their decisions on whether to book a reservation at your property based on the guest reviews. Any way you can improve your guest reviews compared to other properties can significantly increase your chances of getting more reservations and better sales.
InnStyle is Here to Help You
Guest boundaries are important to improving the quality of your property. The addition of high-quality bed linens and other hospitality supplies can also help. InnStyle offers a wide range of hospitality products including bedding, amenities, lodging accessories, dining accessories, etc. Please give them a call about any hospitality questions you may have. InnStyle has a great team of experienced and friendly account managers that would be happy to help and offer their own unique recommendations catered directly to the needs of your property. InnStyle can be reached at 267-354-6020 or 800-877-4667. Their website is https://www.innstyle.com/.