Guests Expectations for the Winter Holiday Season
Hospitality properties have guests who spend the holidays with them; sometimes by choice and sometimes not, sometimes in small groups and sometimes not. It is a time for properties to show what they are made of and fill in the gaps for holiday guests.
During the winter holiday, staff is called on to be even more personal and intentional. These holidays show how well a properties staff is hired, trained and managed to support an experience that is worthy to be considered a celebratory time. A time when emotional connections can be made.
Guests who decide to celebrate the season with you want the property to give them the holiday they couldn’t have at their own home. Decorations, uniforms, sentiment, menu items, activities, the works!
It may be less important to recreate their particular traditions than it is have a hotel tradition. Properties and resorts who create a branded event and all the anticipation building up to it, have set the stage to a wonderful memory. But an event alone won’t be enough.
- It may be guests with little to no family decide to celebrate with you. That means the staff has to make a personal connection with guests, recreating family and intimacy.
- It may be guests who are taking the whole family to your site expect you to recreate “home”. This group needs greater flexibility in food service, identified hosts and personalities that can help them through their reunions.
- It all cases guests are ready to be surprised by joy, generosity and the ability to share.
An example of the type of success that can be had is described by blogger Alexander Kellerman who wished this celebration happened in a hotel verses in an airport-http://www.hotelierinc.com/is-the-hotel-industry-losing-its-hospitality/#more-1340
There is no bluffing during the holidays. The guests have high expectations and vulnerabilities. Meet those needs and you have a guest forever.