We wish every stay would be perfect and every guest would check out ready to leave a 5-star review and secure their next stay.
But this is the real world, and every host will eventually face a problem with a guest's stay.
From a piece of equipment breaking down to another guest making it impossible for everyone to enjoy their stay, challenging situations come up that no one wants to have to deal with.
But there are some secrets to navigating them that will make everyone involved feel supported.
So how do you solve guest challenges when they come up, so everyone enjoys their stay?
On this edition of STR Conversations, Eric and I sit down to discuss the event that happened at Freewyld this weekend, what it taught us, and the systems we're putting in place to handle these types of situations like this in the future.
We’ll walk you through our 6-step process to deal with challenges that come up with guests while they are staying at your property while communicating with them in a way that makes them feel supported and then creating a system to deal with these situations in the future.
Listen in to learn the key to providing a high level of hospitality to every guest, no matter the situation.
- The 6-step process to deal with challenges that come up with guests while they are staying at your property
- The difference between making the situation right and being right
- The #1 thing to do when a problem develops with a guest or guests
- Why details matter
- How to make both parties feel supported
- The key to providing an excellent experience for every guest, no matter the situation
- How to communicate as a leader and provide high-level hospitality while making sure ALL parties feel supported
- The 3 traits you need to operate as a high-level hospitality host
- Why the problem is not solved until the guest says it is solved
- How to educate your team to deal with the problem in the future
- How you can use texts to document a situation for future reference
- Why it's important to remember YOU are a hospitality company first
- What to do if a problem needs to be escalated