7 Guest Touchpoints Every Hotel Should Master to Create a 5-Star Experience

7 Guest Touchpoints in Hospitality Industry

1. Hotel’s Online Presence & Website

Your hotel’s website is often the first touchpoint potential guests have with your property. Make sure it makes a good impression! Your website should give visitors a clear idea of what your hotel has to offer, as well as provide information on rates, availability, and location. 

Including high-quality photos and videos can also help set your hotel apart from the competition. Here are a few elements your site should have: 

• A modern, responsive design that looks good on all devices. 
• User-friendly navigation so visitors can easily find what they're looking for. 
• High-quality photos and videos that give potential guests a taste of what they can expect when they stay with you. 
• Detailed information about your rooms, amenities, and services. 
• Clear pricing so guests know exactly what they're getting and how much it will cost them. 
• A blog or news section to show that you're an authority in the hospitality industry.
• Make sure that your website loads fast and is made mobile friendly because these two factors are one of the most important factors of user experience. 

2. Reception Area & Front Desk

The first physical touchpoint your hotel has with its guests is the reception area and front desk. This is where first impressions are made, so it's important to make sure your staff is friendly and welcoming. 

Your reception area should also be clean and organized, with plenty of information available for guests. An easy way to keep your reception area looking great is by using whiteboards or magnetic wallboards for displaying pertinent information such as menus, services offered, maps, directions and more. 

To create an even better experience, use best practices when working at the front desk: greet every guest upon arrival; ask them about their stay; take time to show them around the property; ensure they have everything they need before they leave.

3. Check-in Process

The check-in process is often the first interaction guests have with your hotel, so it's important to make sure it's a smooth and positive experience. Nowadays, contactless check-in is the trend. So, you must have that kind of check-in procedure for the guests. Here are some things you can do to master the check-in process and create a five-star satisfaction for your guests: 

• Make sure your front desk staff is well-trained and able to handle any questions or concerns guests may have. 
• Have a self-check-in option available for guests who prefer not to interact with staff. 
• Make sure your lobby is clean, inviting, and comfortable. 
• Have someone available to help with luggage if needed. 
• Offer refreshments upon arrival.

Pro Tip: Automating the front desk system is now easier with Botshot’s eFront Desk which provides contactless solutions for hotels. You can book a free demo for the same. 

4. Room

When guests enter their room, they should feel like they are entering a five-star experience. This means that the room should be clean, spacious and well-decorated. 

The bed should be comfortable, with plenty of pillows and a soft duvet. The bathroom should be cleaned and stocked with all the amenities that guests might need. 

Finally, the room should be quiet and peaceful, with no outside noise or distractions. This is one of the main and most common hotel guest complaints that many properties receive.

So, if guests have any complaints about these aspects of their stay, it should be resolved by the hotel staff as soon as possible.

5. During the Stay

Creating a memorable experience for your guests starts the moment they book their stay. From the reservation process to check-in, hotel housekeeping, and check-out, there are countless opportunities to make a good impression.  

And once the guest arrives at the hotel, it's time to start delivering on that first impression with a warm welcome and quality service throughout their stay.  

As the customer touches different touchpoints during their stay, such as staff interactions or food services, these touchpoints should be designed to keep in mind the specific needs of this guest. 

If a guest requests room service, for example, deliverables may include making sure staff is prompt and attentive; providing easy access to menu items; making deliveries in a timely manner; following up if any issues arise; and providing clear instructions about how payment will be handled when ordering by phone or online.

6. Support Service

Excellent customer service is the key to success in any industry, but it is especially important in the hospitality industry. 

Your guests should feel like VIPs from the moment they book their stay until long after they checkout. Make sure that there is always someone available who can answer guest questions 24/7 via phone or email, even on holidays or weekends when the concierge desk might be closed. 

Using an AI-powered chatbot like Freddie is one of the most helpful ways to provide better support service. It will not only reduce the burden from your staff but it will also give your guests a better experience. 

7. Post Stay Experience

The post stay experience is one of the most important customer touchpoints for hotels. After all, it’s the last impression your guests will have of your property. 

To improve the post stay experience, send them off with something extra: You know that mint on their pillow and complimentary chocolate? If you want to show them how much you appreciate their patronage, hand over some small treats when they leave. A few items like bottled water, granola bars or packaged fruit go a long way in making your guests feel like royalty.

Connect after checkout via email or phone call: Now is the time when you can ask about any issues or concerns, they may have had during their stay so that you can make improvements to those issues for the upcoming guests. This is where feedback management systems like Heda come into the picture. 

Final Words

Having a great guest experience is possible only when you have properly understood the guest touchpoints because it will let you know where you have to execute what strategy. 

With lots of technology available today, it’s not hard for a hotelier to master these touchpoints. All you need is just the right direction and proper tools and technology. 

Here comes Botshot which provides the correct technology for hotels to make the guest experience better. You must check the botshot.ai for hotel management solutions.