Brand Touch Points for Hotels
As a business owner, not only do you want to make a great first impression — you want to keep doing that (aka delivering a great experience), again and again.
The summer months are almost upon us and with that comes increased hotel bookings; everyone is eager to get AWAY! To help hotel owners gain loyal guests for life, we’re diving into the brand touch points you’ll want to make sure you’re hitting.
CHECK-IN EXPERIENCE
It’s easy enough to book a hotel — you made sure of that on your website. And once your guests arrive in the lobby, you want to give them a warm welcome.
Greet guests with a signature offering that suits your brand. Don’t be afraid to consider something out of the ordinary. For example, DoubleTree by Hilton is known for their delicious, warm chocolate chip cookies. At St. Regis properties, one of the traditions is champagne sabering. How cool is that?!
ATMOSPHERE
Everything from the key cards to the artwork contributes to the overall vibe of the hotel, which in turn, contributes to the overall guest experience.
Show your brand personality by customizing key cards, “do not disturb” signs, menus, and other collateral throughout the hotel. Consider providing a custom map with recommended restaurants, shops, and sites in every room.
Pay attention to little luxuries that will escalate their stay — accessible charging stations, cozy robes and slippers, beautiful bath products, and more! If you really want to make things memorable, consider offering ice-cold towels at a beach resort or providing popsicles to the kids using the waterslide. So fun!
Get creative with turndown service. We’ve stayed in hotels that offer aromatherapy, cozy socks, and more. Check out this list of other unique amenities at hotels around the world, including tons of clever turndown perks.
THE AFTERGLOW
From beginning to end, and beyond, you want your guests to think of your hotel when they think of going anywhere.
Make checkout easy and quick—your guests might have a flight to catch. They’ll feel extra taken care of if you offer to arrange airport transportation or help them figure out when they need to leave.
Send guests off with a memento of their stay. Las Ventanas al Paraiso, a Rosewood resort in Los Cabos, gives every guest a traditional Mexican glass heart to take home.
Be generous and helpful about returning their forgotten items. Have a staff member drive it down to the airport, time permitting. Offer to ship it back to their home address, free of charge. Heck, you might even be able to hold the item safely for them until they return!
As a hotel owner, you’re in the business of providing memorable experiences. Do you feel inspired by these suggestions? Or, if you’re feeling overwhelmed we’d love to help!
Get in touch with us for some unique-to-you ideas that can be easily implemented.