True hospitality is the fuel of memorable visitor experiences
Most organisers focus on essentials: clean and safe venue spaces, functioning information screens and internet connection. Some even think of hydration points or umbrellas for sun or rain. Going beyond these basics and offering genuine human interaction at every point of the journey will make a difference in how the guest will perceive the service, leading to higher satisfaction, loyalty, and positive word-of-mouth.
Here are several successful strategies to achieve this:
Personalization
Understanding Guest Preferences: We gather information about your guests’ preferences, interests, and previous interactions and use this data to recommend tailored services and interactions suited to their specific needs.
Authentic Communication
Active Listening: We train the staff to listen actively to guests and to show genuine interest in their concerns and feedback. This means not just listening, but understanding and responding appropriately.
Proactive Engagement
Anticipating Needs: We anticipate potential guest needs for you and address them before they have to ask. We train the staff to offer assistance proactively.
Genuine Hospitality
Warm Welcomes and Farewells: We ensure that your guests are warmly welcomed and sincerely thanked when they leave.
Empowered Staff
Training: We provide comprehensive training that goes beyond technical skills to include emotional intelligence, conflict resolution, and cultural sensitivity.
Empowerment: We empower staff to make decisions on the spot to solve problems and exceed guest expectations.
Creating Moments of Delight
Surprises: Unexpected gestures can create memorable moments for guests. We analyse potential personalized touches and recommend valuable opportunities.
Building a Connection
Consistent Interaction: We encourage staff to engage with guests consistently.
Storytelling: We create stories about the venue, the local area, or even personal anecdotes to create a more engaging and memorable interaction.
Feedback and Follow-up
Seeking Feedback: We actively seek feedback from guests about their experience and show that their opinions are valued and taken seriously.
Community Building
Social Interaction: We propose opportunities for guests to interact with each other and for integration of local culture and experiences into the services offered.