Identifying guest needs and providing anticipatory Service

Guests visit hotels for different reasons, The front desk team should be smart enough to identify and categorise different types of guest and their needs. This will allow them to provide an anticipatory service and exceed the guests expectations. 

Business Travellers 

  • Wearing a suit, business-like cloth, carrying laptop, using tablets and smart phone.

  • Reading Newspapers. Business Magazines, journals etc.

  • Mostly Arrive afternoon/late evening and departs early in the morning.

  • Coming in/flying out to mayor Business Hubs as London, Tokyo, Shanghai, New York, Singapore etc.

  • Their average stay could be between 1-3 stays.

Needs

  • Looks for steady and fast Internet connection, to access email.

  • Basic business Centre service (copy, print, fax).

  • Travel Adaptor, Mobile/ iPhone/iPod/iPad chargers and connectors.

  • Ability to connect to multiple devices thorough WiFi.

  • Likes International Newspaper and magazines.

  • Early and healthy breakfast / early bird breakfast.

  • Work place and inspiring work environment.

  • Healthy and stimulating lunch, dinner, room service menus in communicative environment.

  • Efficient & speedy service, discretion, accurate invoicing.

Shopping / Leisure Guest

  • Wearing leisure clothes, brand clothes.

  • Guest may come from Middle East, South East Asia, Europe, Japan, America.

  • Asking about shopping areas, carrying lots of shopping bags during the stay

  • Average stay 3-4 nights

Needs

  • Guest would be interested in information on shopping malls, outlets, galleries, City maps, Area / Neighbourhood information.

  • Requires more luggage space, more hangers, bathroom amenities etc.

  • Looks for Happy hour / afternoon tea etc.

  • Swimming pool and other leisure activities in the hotel.

  • Fancy/special restaurant recommendation.

Special Occasion Guest

  • Couple, wearing leisure clothes.

  • Honeymooner are usually from abroad, Birthday or Anniversary may be local too.

  • Average stay of Birthday/Anniversary Guest 1-2 nights (weekend), Honeymooner 3-4 days (mostly as stopover to/from next destination)

  • Book or reserves rooms early and may request for special arrangements and amenities in the room.

Needs

  • Amenities from the Hotel,  (Cake, Wine, chocolate, personalised gift)

  • Special attention at Arrival/check in.

  • Recommendations for nice restaurants (nice view), beach activities and other attractions in the city

  • Special touch at turn down service.

  • DVD Player, DVD rental / Wii / Xbox etc.

  • Prefers Room service.

  • Late check out.

Family Guest

  • Travelling with children, parents or relatives.

  • Visiting relatives or attending marriages or special functions.

  • Average stay 4-5 nights, likely to book through a travel or tour operator.

Needs

  • Sofa bed, baby cot (including amenities) extra towels.

  • Connecting rooms.

  • Special Children menu.

  • Baby sitting services.

  • Kids pool and activities for children.

  • Recommendation of FUN places like amusement park, Zoo's , city tours, beach activities.

  • Extra care if travelling with old parents.



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