On commemorative dates, including Christmas, New Year, Carnival, Easter, among others, are the times in which the hotelier is working. Therefore, if in these periods of prolonged rest you want to enjoy leisure, maybe the hotel industry is not your business. And that’s okay with that.
Now, if you’re in this segment by free choice of yours, here are some tips to surprise your guests on these great festive dates. First, they expect an environment with refinement, care and elegant decoration, following the tradition of the parties.
Especially at the Revéillon festivities, the hotel needs to be prepared to surprise guests. There are many details involved, as well as important processes during the party at the turn of the year. Therefore, before decorating your hotel for the festivities, it is important that you do a micro and macro analysis of the challenges and opportunities. After all, we deliver more than bed, shower and pool, but, yes, experience. The more positive it is, the more customers you will attract as a hotelier. Here are the lessons I’ve learned and may be helpful to you:
- You need to involve 100 of your team. Direct your team and engage them to achieve a single goal: customer satisfaction
- Improve all actions implemented in all areas of the hotel
- Evaluate and reevaluate everything. Make comparisons with the previous year, remember customer feedback, and perfect hospitality items. This includes assessing whether there were failures in the operation, difficulties or complaints
- Customers are looking for the best places to celebrate this moment: try to implement activities and excellent services, evaluate the décor and menu, and create special activities for the end of the year
- Be prepared for a high investment, which will require hiring more labor and services
Always keep in mind that people seek enriching experience that is remarkable on their New Year’s Eve, something they can recall throughout the year. Surprising customers is not restricted to that number of guests, but has the power to multiply. After all, in times of social networking, the selfie with the ambiance of your hotel will be shown to thousands of future guests. Not to mention the recommendations that this same guest will make to your circle of friends, with an often unimaginable reach. All for impeccable service and warm atmosphere. Think about it.
P.S.: I take this opportunity to wish everyone a year of 2019 with a lot of work, achievements and hope.
@NilsonBernalHospitality
Co-Founder and CEO da Plataforma Bymschool. Consultor na área da hotelaria e hospitalidade, palestrante e escritor. Atua na Indústria de hospitalidade há mais de 25 anos em companhias como Complexo Jurema Águas Quentes Resorts, Bourbon Hotéis & Resorts, Mabu Hotéis & Resorts, Bristol Hotéis & Resorts e Atlantica Hotels International. É embaixador pela Divine Academie Française des Arts Lettres et Culture (Paris). Membro Executivo de Honra da Academia Europeia da Alta Gestão desde abril/2019. Atualmente mora nos EUA estando a frente de vários projetos.