Creating exceptional experiences is one of the most exciting and challenging aspects of hotel guest service. To deliver a truly memorable experience, hoteliers need to master the art of combining technology, ideas, and trends that work for both the business and clients. They may even have to finance new hotel construction projects to maximize these offerings. Just like a talented chef can take a simple dish and turn it into something extraordinary, hoteliers have the opportunity to create amazing experiences that leave guests wanting more.

The key to creating a memorable experience is to go beyond simply providing the basics. Hoteliers need to think outside of the box and look for ways to deliver experiences that both delight and surprise guests. Let the guest experience guide your hotel investing goals as you move forward.

Offering Proactive Guest Communication

Hoteliers are always looking for ways to increase revenues and reduce costs. A great way to do both is by proactively communicating with guests before they arrive at the hotel. This proactive communication can help you:

  • Build relationships with your customers by sending them messages that are specifically tailored to their interests.
  • Increase revenue by increasing the number of bookings, which increases your occupancy rate.
  • Reduce costs by reducing no-shows (when guests don’t show up for their reservation), which reduces your overbooking percentage and results in fewer rooms having to be cleaned.

A lot of hotels do not take advantage of this opportunity, but there are many ways you can do so.

Sending a Pre-Arrival Email

Pre-arrival emails are a great way to prepare guests for their stay. They allow you to set expectations about the property, amenities, and services before guests arrive. A pre-arrival email also gives you an opportunity to include any special offers or amenities that guests may find useful during their stay.

Train Your Customer Support Team

Once guests have checked in, it’s important that they receive good service from your staff members at all times. Train your customer support team on how best to handle guest requests and complaints so that when something goes wrong during their stay, it doesn’t become an issue for them or other guests in the hotel.

Make Yourself Available for Your Guests

Providing 24/7 customer service should be a standard in the hospitality industry. If your hotel doesn’t offer it, then it’s time to add it as soon as possible. You don’t want to leave your guests waiting or wondering if they can reach you at any moment of the day or night.

Omni channel customer support provides guests with the ability to reach out through whichever channel they prefer. This includes phone, email and chat support. You should also provide your guests with a way to contact you in case of an emergency or urgent matter. You can do that through social media channels like  Facebook Messenger or WhatsApp, which are widely used by travelers today.

Communicate and Coordinate With Your Staff

It’s important for you and your staff to be on the same page about what your guests can expect from you. When you communicate with your team, share information about how they can help make your guests’ stay memorable.

Make sure every member of your team has access to the same information at all times — even when they’re not working directly with a guest. This will help avoid confusion among staff members and miscommunication between them and guests.

Personalizing the Guest Experience

Your guests are looking for a more personal touch. They want to feel like they have your full attention and that you care about their needs. Make it a point to learn as much as possible about each guest before they arrive.

Investing in Customer Relationship Management (CRM) Software

By investing in CRM software, you can keep track of your guests’ preferences and habits so you can provide them with tailored offers that will make them feel like VIPs every time they visit your property.

It can also help you:

  • Create guest profiles based on their interests and behaviors.
  • Personalize their stay experience with relevant information about what’s happening nearby.
  • Make it easy for them to book future stays at your property by saving their booking details in one place.

Presentation Is Everything

The presentation of your hotel property is a key element to a great experience. It’s the first impression that guests will have and sets the tone for their stay. From lobby design to room amenities and other common areas, it’s important to consider what guests will see when they arrive.

The Booking Experience

The booking experience is a critical part of the guest’s overall experience, and it can make or break their stay. It’s also an area where hotels can set themselves apart from their competition.

If you want to provide exceptional service to your guests, you need to make sure that your booking process is simple and easy to use. Don’t ask them unnecessary questions. Don’t make them fill out forms that seem like they’re going to take forever. If they get frustrated with the process, they’re more likely to take their business elsewhere.

Be flexible with guests when it comes to check-in times and check-out times, as well as room requests. If someone wants something that isn’t normally offered, give them options for how you could accommodate their request.


A clean hotel room is a very important aspect of providing an exceptional experience to your hotel guest. A dirty room will not only make your hotel look unprofessional, it can also make your guests feel uncomfortable and unhappy. It could even affect the reputation of your business in the long run.

To ensure that the rooms are clean, have a checklist that outlines what needs to be done in each room. This will help you keep track of what needs to be cleaned and when it needs to be done. You should also make sure that all cleaning supplies are readily available for your staff members at all times so they can clean efficiently and effectively.

A clean room makes a guest feel relaxed and comfortable. It allows them to unwind at the end of a long day, making them more likely to come back and visit you again in the future.

Problem Solving and Issue Resolution

The issue resolution process is a critical part of the guest experience. Hotel staff should be able to solve problems quickly and efficiently. If a guest has a problem, the concierge must be available to resolve it in a timely manner.

A good concierge will also be able to anticipate problems before they occur. For example, if a guest complains about their room not being cleaned on time or correctly, it may be an indicator that the hotel has a problem with its cleaning staff.

Offering Wellness and Amenities

Providing a variety of wellness and amenity options is an important part of the guest experience. Many will be expecting it, and what’s more, they give you a chance to upsell your services. Financing hotel construction in this area can help you upgrade your facilities and offer things like: 

  • Massage therapy
  • Spa treatments
  • Gym membership
  • Fitness classes
  • In-room yoga mats
  • Cooking classes or food delivery services

These are all activities that can attract more guests to your hotel and give them something fun to do while they’re there.

Partner With Other Local Businesses

As you grow and attract more guests, it’s important to stay on top of your game. One of the most effective ways to do this is by partnering with other local businesses. You can benefit from their expertise and reach, while they benefit from the additional exposure you’ll give them.

Become an Expert In Your Area

You can expect your guests to ask your advice about the local area. Make sure you’re up to speed on what’s happening in your area, as well as what people can expect from it. You should also be able to give recommendations on restaurants and attractions that you think would be a good fit for your guests.

Coordinate Discounts and Benefits

Another way to work with other businesses in the area is by coordinating discounts and benefits for your guests. For example, if there’s a restaurant near you that serves delicious food but doesn’t have a lot of customers because it’s hard to find parking nearby, you could offer discounted rates for hotel guests who dine at the restaurant.

Make Transportation a Breeze

For business travelers, transportation is one of the most important things to consider when staying at a hotel. Having access to reliable transportation allows your guests to get where they need to be, whether it’s for a meeting or an event — or just for some R&R.

If you want to make your hotel better equipped to serve business travelers, you can invest in a dedicated shuttle service, a rental car desk, and even airport shuttles to help guests get where they need to go.

You Can’t Go Wrong Focusing On Guest Experience

Focusing on the guest experience from your hotel investment is key to ensuring that it pays off. If you present a solid guest experience, you are more likely to bring in repeat guests and be rewarded with positive reviews and word-of-mouth advertising. Focus on these three areas, and you can’t go wrong: comfort, convenience, and service.

Finding funding for hotel development is one of the biggest challenges in the industry today. Property owners are constantly looking for creative ways to fund their projects, and it’s important that investors understand the available options before making big decisions. Be sure to understand your own needs and what’s available to you as you explore hotel investing options to help you improve your guest offerings.

Black Collie Capital provides effortless access to real estate debt & equity financing and facilitates prudent investment decision-making. 

Contact us today to start a conversation about your real estate project, and enjoy the certainty Black Collie Capital solutions provide.