Hotel Reservations
Clearly confirming reservation details with the guest helps avoid this.What is confusion or booking errors?
What is confusion or booking errors?
Explaining Bonvoy benefits when booking/enrolling can lead to this customer reaction.
What is increased engagement or appreciation?
Using the guest’s name in conversation shows this.
What is personalization?
Following up with empathy after a guest complaint helps them feel this.
What is heard and valued?
Providing service that exceeds expectations increases this score.
What is NPS?
Offering room options based on guest preferences shows this kind of service.
What is personalized service?
Recognizing loyalty members by name builds this.
What is trust or emotional loyalty?
Empathizing with a frustrated guest and offering a solution shows this soft skill.
What is emotional intelligence?
When an issue is resolved, asking “Is there anything else I can do?” shows this.
What is ownership or exceptional service?
Guests are more likely to recommend a hotel when they experience this.
What is consistent, caring service?
Proactively informing guests about check-in times and amenities adds this to their experience.
What is clarity and value?
Offering to request late checkout or upgrades without being asked demonstrates this behavior.
What is proactive hospitality?
Smiling while speaking (even on the phone) helps convey this.
What is warmth and friendliness?
Apologizing sincerely, even if the issue wasn’t your fault, reflects this trait.
What is accountability or empathy?
NPS improves when team members treat every guest like this.
What is a valued guest?
If a room type isn’t available, offering an upgrade or solution helps prevent this.
What is dissatisfaction or negative NPS?
When a guest doesn’t know about the program, offering to enroll them is this kind of opportunity.
What is a moment to drive loyalty?
Going out of your way to resolve a minor issue can result in this loyalty-driving moment.
What is a "wow" experience?
Addressing unresolved concerns quickly avoids this NPS risk.
What is guest dissatisfaction or negative feedback?
Team huddles sharing guest stories help improve this team behavior.
What is engagement or focus on service quality?
Reconfirming a special request before arrival helps show this.
What is attention to detail and care?
Checking to ensure points were properly credited helps prevent this NPS dropper.
What is frustration or feeling unrecognized?
Listening fully before responding to a guest complaint ensures this.
What is understanding and effective resolution?
Thanking guests for feedback - even negative - helps improve this.
What is guest perception or loyalty?
Every touchpoint - from phone to check-out - is a chance to create this.
What is a loyalty moment or promoter experience?