Personal touches might include being aware of your guests’ circumstances – are they there to celebrate a special occasion? A small gift, flowers or something as simple as a cupcake and a candle. Do they have special requirements e.g. dietary? Are they off to a wedding and need a buttonhole, confetti or gift-wrap?
Your personal touches might not be pre planned, but as a result of being attentive to your guests’ needs. Train your staff to listen and be observant to what guests say or are looking for. Whether it’s help with the stairs, needing a needle and thread, or a last minute birthday card and stamp.
Are your guests away from loved ones, and want to take a gift back home? What do you do, have or use that is unique or unusual and reflects your brand or identity? Homemade preserves, gifts made by a local artist or craftsman that reflect your location, branded toiletries…
Do your guests want to be reminded of their visit after they’ve returned home? What could you give as a little memento?
And if nothing else, a simple hand written thank you note after their stay will keep you in mind for their next visit or when recommending to friends and family.
It’s the exceptional and unexpected that gets you noticed, remembered and most importantly brings you repeat or referral business.
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