The reception area (with the exception of the security gate) of any hotel or guesthouse is the very first impression as part of the customer’s journey guests experience at your venue. With that in mind, we’ve put together a checklist of things you might have to keep in mind for your guests’ arrival:
1. Smiles and friendliness
2. A welcoming body language
3. Porters, offering assistance with luggage from the parking area.
4. Luggage trolleys (optional, but ideal for larger venues)
5. Neat, professional appearance of all staff members.
6. Name badges for all staff members.
7. Additional seating for when guests need to wait a while.
8. Welcome drinks and snacks (optional, but always impressive)
9. Fact sheets of the venue
10. Additional information about the surrounding area and things to do
11. Maps of the facilities, if it is a large hotel complex
12. Branded confirmation letters, writing pads, pens, envelopes, etc.
13. Booking options for on-site spas, restaurants, golf courses, etc.
14. Key cards / keys for rooms
15. Key card holders (branded)
16. Luggage storage facility
17. Luggage storage tags (branded)
18. A general safe for guests’ larger personal items.
19. Safety deposit procedures in place.
20. Rate your stay / rate your dining experience cards
21. Dental kits
22. Sewing kits
23. Sanitary kits
24. Shoe mitts
25. Additional shower gel, shampoo and body lotion
26. Additional wrapped soaps
27. Additional shower caps
28. Cell phone chargers for all the different cell phones
29. Two point plugs and universal plugs
31. Candles (if there is no generator, which should be seen as a necessity in South Africa these days…)
Can you think of anything else? Perhaps you’ve stayed at a hotel that had some additional items that impressed? Let us know by commenting below.
Sources: The EveryGirl
In 2014 I’ve seen small garden café’s and large hotel groups. I’ve seen professional and less professional hospitality staff and I’ve been in the back office of many a destination. Here are my top 10 observations from 2014 – take it, use it and take 2015 by storm with new angles, new excitement and new plans:
Consistency is king ©RenatedeVilliers
- Why would a hotel room be perfect if housekeeping’s offices behind the scenes are unorganized? Like in life, beauty comes from the inside. Start there.
- Consistency is king. When a guest is served a biscuit with his coffee today and not tomorrow, he will be disappointed. Don’t set a standard you can’t keep up with.
- Too few restaurants see the importance in gluten free and other healthier alternatives on their menus. If you ask me, a whole menu section dedicated to that might put you at the top of the list for many customers.
- Waitrons need additional communication skills and self-confidence. It seems that many waitrons would rather say nothing and only check their tables once, in order to protect themselves from difficult customers. It’s true that customers are difficult, but a waiter with self-confidence has less trouble than those who serve with fear.
- Branding still triggers the memory. Many establishments don’t use branded coasters, swizzle sticks, plates and other tangible items, probably mainly due to cost. Still, seeing the branding image at the entrance of a destination, again at reception, in the room or at the restaurant table and on the bill burns the memory into the customer’s brain. It’s one of the first things he will recall when someone asks for a referral to a restaurant or destination.
- Loyalty makes the destination. I’m not talking about customers’ loyalty. I’m talking about employees working for the destination’s loyalty. If staff don’t have the same reason for serving customers than what the destination promises, they might do more damage than good.
- First impressions really do last forever. If a guest is not greeted on arrival, not assisted with his luggage or not made feel welcome by a great atmosphere with audible background music, he might just not want to return.
- Small things have big impacts. Noticing your regular guests’ preferences and acting on it before they need to request it, makes a big impression. A fresh flower on the bed, bath salt in the bathroom, the guest’s favourite chocolate or hot chocolate on a cold winters’ night – those things make them feel at home.
- It’s a human thing. Guests don’t want to feel like numbers. They want to feel like friends. Being able to meet the chef or the general manager, exchanging a few short sentences and getting to know the people who play an integral role at the place they dine and stay, make guests feel important.
- At the end of the day, experience is all that matters. The thing with experience is that everything is interlinked: service standards, tastes, textures, ambiance, conversation, views, smells, sounds… That’s why every employee in the company needs to understand the whole restaurant / hotel wheel to see where they fit in and to ensure that they are able to meet those standards.
I recently had the privilege of staying at Forum Homini Hotel and dining at their on-site restaurant, Roots. What an extraordinary venue! I would, however, suggest that you do not go alone. It’s a place for relaxing with friends and loved ones, for enjoying views and for indulging in unusual, yet spectacular combinations from the menu.
If you are ever in the Cradle of Humankind, this is one of the more upmarket hotels and restaurants I would recommend:
Forum Homini – Room number 6
Forum Homini’s interesting interior
Sherry in the room
Each room has its own little garden.
A relaxed atmosphere, watching the sun set.
People have been fond of stories for centuries. They can identify with it. Stories have been told over the years in order to explain, educate and entertain. Back then, people and children could sit and listen to the stories that were told. Today stories need to include visual content in order to draw attention.
Isn’t this ideal for a guesthouse, hotel or restaurant? Many of these destinations have some kind of history to share, a great view, some unique dishes or a reputation for the best service in town. Why not share this story with the public in the form of stories and images? It is such a great tool for content creation and really not difficult.
Ways to do it:
- Create a story book for kids that tells the story of your destination and what the readers will be able to see here.
- Share tidbits of your story on social media with photos of way back when…
- Create videos of the happenings at your destination.
- Teach your staff about your story and encourage them to share it with guests.
- Have annual concerts or performances at your destination and tell your story through plays and music.
These are but a few of the millions of creative ideas you can use to tell your story. An exciting exercise for anyone who likes to explore new, creative opportunities.
Need some assistance on how to kick off your storytelling campaign? Contact Travelling Mystery Guest on 082 336 1562 / email@example.com.
Similar to mystery guest visits, Travelling Mystery Guest offers destinations “Customer Journey Evaluations“. But how does it work?
Customer Journey Evaluations
Firstly, let’s have a look at what a customer journey is all about. If you think about it, it is actually self explanatory: It’s the journey of a customer at your destination, whether it is a restaurant, guesthouse or hotel.
Travelling Mystery Guest‘s customer journey evaluations include the following:
1. Mystery Guest Visit:
A mystery guest is sent your to your destination to experience the journey you offer to your customers firsthand. Travelling Mystery Guest has developed its own list from which its mystery guests explore your destination‘s offerings. This includes your website, the service levels you promise and what is experienced, the ergonomics of your establishment, communication of staff, etc.
A full report is written about the customer journey that was experienced, including congratulations on what you have achieved, suggestions on what can be improved and tips and ideas to assist you to focus on your advantages.
3. Qualitative Data:
Travelling Mystery Guest also includes qualitative data in the report, which allows destinations to measure their performance and growth over a period of time.
If you are interested in a customer journey evaluation for your destination or if you would like some more information, contact Renate de Villiers: firstname.lastname@example.org / 082 336 1562.
It’s hard to keep everyone happy and entertained over weekends – especially if you don’t know them well. Travelling Mystery Guest has identified a few tips and ideas on how you can keep guests entertained over weekends at your destination:
- Provide them with a booklet that includes all the possible attractions in the area.
- Give guests the option of having a family picnic in the hotel / guesthouse’s garden.
- Hold quiz nights at your restaurant.
- Rainy day? Provide guests with board games in the rooms – this is the ideal time to spend some quality family time!
- Organise a town or city tour for your guests and show them all the hidden gems of your surrounds. Have some of the locals join in on the fun and educate guests about your environment and the locals living there. You can even create your own customized tourist attraction map.
- Hold art weekends where guests have the opportunity to take part in pottery or painting classes.
- Hold family cook-offs for the families staying over.
- Organise a local organic market for one weekend per month at your destination. You’ll be sure to have a few walk-ins too!
- Have local musicians perform at your venue.
- Hold movie nights (with just a white sheet, a few cushions and popcorn you can get quite far, trust me!).
- Think karaoke evenings for kids, or even guitar hero and Wii. Kids can keep themselves busy with this for hours!
- Provide guests with a list of local restaurants (be sure that they are tried and tested… you don’t want to refer them to a dodgy, horse-meet-selling restaurant) – except if that is what they want? You can always suggest a restaurant-hopping evening for them: entrees at one restaurant, mains at a second and dessert at another.
- Make up mystery baskets and invite families to cook their own dinner. Just make sure that you have enough space to do this. Another option is to take it outside – have them make a “potjie” or have a braai.
Do you have ideas you’d like to add? Feel free to comment below!
Happy weekend everyone. 🙂
Any industry has its ups and downs and so the hospitality industry in South Africa also has certain challenges to face.
Travelling Mystery Guest has been observing a few challenges which need to be addressed – let us know if you agree and what your thoughts are:
- Economy: South Africa’s economy has taken a knock and local business has decreased tremendously. But, this gives us the opportunity to look at other possibilities like targeting international tourists. Have you given that any thought yet?
- Working hours: The hospitality industry has always been known as one of the industries with long and irregular working hours. Have you ever given thought as to how we can change this or work around it? I know of one restaurant that has decided to reduce is operating hours to ensure that its staff get enough personal time. This ensures that they have more energy and loyalty to the company, allowing for great customer service. Yes, it’s less time to make money, but trust me, with such loyalty from staff you can move mountains!
- Shift work: Staff working different shifts makes it difficult to arrange staff meetings, etcetera. How do you work around this?
- Transport for staff: Most staff working in South Africa’s hospitality sector use public transport. Do you as a hotel, guesthouse or restaurant provide staff with additional options like on-site accommodation, transport allowances or in-house transport options?
- In-house training: Many of the smaller hospitality establishments and even some of the larger companies neglect to pay attention to training their staff on a regular basis. Training not only forms part of basic customer service, it also provides staff with the feeling of belonging and self actualization. If you, as a manager, can’t find the time to train staff, get someone to do it for you. Travelling Mystery Guest offers customized workshops and presents the workshops at your establishment. No effort, no need to organize additional staff, no need to plan transport – we come to you.
- Bad customer service: Is this due to the lack of training or is it just attitude? Either way – something’s got to be done. If it’s a lack of training, make a plan and train your staff. Lack of attitude – if you hired them, you have the right to fire them. Make this clear and don’t just say it – act on it.
- The lack of loyalty: I’ve noticed that many people are not in the hospitality industry for the love of it, but merely because that’s the only job they could get. We need to find a way to make our staff love the industry. We will never be able to exceed customers’ expectations if our staff don’t have the right attitude. Management needs to find a way to make staff love what they do. Get to know your staff, place them in the right departments, train them on things they are interested in and build on their strengths rather than focusing on what they can’t do right.
Do you have any comments or ideas? Would you like to add other challenges to the above? Feel free to comment below.
Travelling Mystery Guest is planning a brainstorming session on the challenges in South Africa’s hospitality industry and solutions to consider for the end of May. Let us know if you would be interested in attending, and we’ll add you to our contact list for further details. Contact Renate on 082 336 1562 or email@example.com. Follow the hashtag #HospitalitySolutionsSA and let’s encourage South Africa to overcome the challenges we face in the hospitality industry.