3 Ways a Hotel Can Ensure Repeat Business


I attended a speaking workshop recently in Hutchinson Island, Florida, hosted by AmondaRose Igoe, of HighPerformanceSpeaking.com. The workshop was great; I learned some terrific tips about how to create a presentation and use it as a sales tool for your business.

Not only was the location awesome – anytime I can be near the ocean, I am a happy camper – but the added bonus was the service I received at the hotel that hosted the workshop. The Marriott Resort knows how to treat its customers right.

I was impressed by the level of service they provided. If you operate any type of lodging, such as a hotel, motel or bed and breakfast, you’d do well to emulate the Marriott’s touches to ensure your customers will keep coming back and refer their friends!

Customer Service Done Right

1. Hire exceptional employees

From the moment I arrived, the employees at the Marriott made me feel special. Little things like holding the door open to the lobby, wishing you a good day. Nothing major in the grand scheme of things, but it made me feel like I was special, and a valued customer.

2. Personal touches

The cleaning staff at the hotel was remarkable. The housekeeper tidied up the bathroom vanity, and put all my stuff in order.

Then, I had left some shoes in a bag, so she took them out and lined them up on the footstool! I just thought that was so cool. Very thoughtful!

Finally, she was smart enough to leave a note that said, “Welcome to Marriott. Thanks for prefer us. This is Noelle your housekeeper. Have a nice day.” Of course, one reason she did this was to encourage a tip. And you know what, it worked!

3. Follow-up

The day before I checked out, the front desk called me to find out if I enjoyed my stay, and if there was anything different that they could do to improve things in the future. Smart! This is how you do business. Naturally, the next time I’m in Hutchinson Island, I will definitely be back, and I will recommend this hotel to my friends, family and colleagues.

If you have been treated to excellent service while traveling, please share your experience in the comments below.

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