Increase profits by raising the standards of vacation rentals to attract higher-end guests. Do invest in quality furniture and appliances. High-end guests will appreciate the comfort of clean, well-maintained, stylish furnishings and modern appliances. By paying attention to small details you will please this new clientele. Fresh linens and towels at a higher standard will appeal to these types of guests. Consider providing extra amenities such as luxury toiletries and great coffee.
Offer Top Notch Customer Services
You must offer top-notch customer service to this type of guest. Respond to inquiries from potential guests as soon as possible, and be available to assist them during their stay. Consider offering extra services such as concierge services, airport transportation, or in-house massages. Invest in professional photography. High-quality photos and well-written descriptions of your vacation rental will increase the appeal of your property. This link is to Amadeus and its take on customer service and guest satisfaction. Amadeus is a leader in the travel industry.
How You and Your Staff Interact With This Type of Guest
Higher-end travelers are looking for experiences outside of their normal day-to-day lives. Being informal will attract this new clientele and increase your hotel's bottom line. Interacting with your guests is an absolute must. Training your staff to be more conversational on a regular basis is also important.
Less formality in guest relations is to relax your new guest's stay. The snobby stuffy hotel environment is a thing of the past. In the past staff had to be formal by dress codes and stuffiness, this is no longer the case. Today higher-end customers want to get away from the feel of being at work. It is up to you to retrain your staff.
Dress Codes Should Be Casual
A small luxury hotel should feel informal, and the new types of guests should feel safe and relaxed. Being sophisticated no longer appeals to the newer high-end travelers. It is important to work on refinement and clarify this to your staff. Being too informal or too sophisticated is a delicate balance. You and your staff need to be able to spend a few moments with the guest to have a sense of the customer's wants and desires. By reading your new customers as they check in you tailor your approach and the type of stay expected of you.
Show The Guest Around Your Hotel
After checking in the guest, show the guest around the property while having small chat. By giving the customer this moment he or she will not feel confined to their room. Let the customer know these spaces are for their comfort. This is the time you and your staff will develop a personal feel and bond with the customer. Always from that point on address the guests by their first name. You and your staff should have a good feel of what types of attractions the guests want to see and how they want to be treated. These types of customers expect a higher level of communication. You and your staff should take pride in knowing the guest and have some feel of what the guest expects. Today's luxury traveler is not interested in formality. Many higher-end travelers want to see the back roads and dive diners. It is not enough to provide the customer with the same things as travel websites or magazines. Inviting guests to hang out in the evening by the pool or terrace is always a pleasure for these types of guests.
Spend some time thinking about what this new type of traveler may be looking for. Think outside of the box so to speak. Remember these people have money and are seeking ways to blend in. These customers have done everything in the mainstream travel sector. They do not want this type of holiday. Make the guest feel safe and comfortable with the feel of a home.
LAAYR Group the Little hotel Advisor offers free tips and advice every day. If you have any further questions contact us. A 30-minute consultation is free.
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