Tag Archives: customer service

Setting up a guest house- Part 2

How to be the perfect host -Remember that running your own business is a lot of work and attention to detail is everything. Guests are judging their experience before they’ve even walked through the door, and so being a warm, welcoming and attentive host is absolutely paramount to their experience and getting repeat business.

1-Getting Experience- If you have never worked in hospitality before make sure you get experience first. You may spend a week working in a hotel and then discover that you actually hate it and so make sure that you enjoy your work before you commit a mortgage to it! Learning the basics of the business from somebody with more experience is very useful and doing this for anything between two months and a year will give you great ideas of what to do and what not to do.

2-Keeping it clean- Cleanliness is one of the most important aspects of how a guest judges their experience, if you are not into cleaning, perhaps you will want to employ a cleaner and use a laundry and linen loan service for sheets and bedding. This has the advantage of giving you more time to run the books and pay attention to the needs of your guests.

3-Be the tourist office- Brushing up on your knowledge of the local area and acting as the tourist office will make you a useful host and your guests will remember you for your ability to give them directions and recommend the best local facilities! Having leaflets, maps and useful tips to hand will prove to guests that you have prepared for their every need and that they can rely on you!

4- Smile! – Being warm, smiling and helpful will only win you points. Timing your work so that you are on reception for the arrival of guests and making the welcome as warm as possible will establish a good customer relationship from the start of their stay. Show interest in your guest, enquire about their wellbeing, ask how their journey went and find out what they want from their holiday so that you know how you can help them to the best of your ability.

5- Prepare yourself for complaints- businesses will always receive complaints at some point in their life cycle. Perhaps you forgot to replace towels, or they found a mysterious hair in their bath. It is important to acknowledge this complaint and deal with it as swiftly as possible, with an apology for the inconvenience it has caused your guest. Denying a complaint will only anger your guest and soil your reputation. Depending on the seriousness of the complaint and how much it has affected their stay you may wish to give your guest a small token of apology as well as extra special treatment to make sure that everything else runs smoothly.

Finally it is most important to remember that these people are your GUESTS and not customers. If they are made to feel like friends that have been invited for a weekend break, they will want to come back again, but if they feel like just another passing face in your business, they will just be another passing face! You are aiming to get good reviews and the main issues raised on sites such as trip advisor are friendliness, cleanliness and the availability of staff!