HOW DID YOU MAKE THEM FEEL?
The best hospitality experiences make people feel seen, celebrated, and appreciated.
The question every team should ask is simple: How did you make them feel?
Have you ever cried because of a movie or a book? Whether you knew it or not, you were experiencing what the director and writer intended. Perhaps there’s a television series you enjoy, but there’s one character you just can’t tolerate. You despise that character so much that you wish they’d write them out of the show. Again, you’re feeling and reacting in a manner that the writers and showrunner expect. How can I say that with such confidence? Because it is planned.
An author draws you into a story, you become emotionally invested in characters, and if one gets injured or dies, then you feel a personal loss. It is at that point the author can celebrate success. You, the reader, have experienced something because of what they’ve written.
What Are Your Guests Feeling?
When customers visit our restaurants, resorts, hotels, and bars, what are they feeling when they leave?
In our industry, we are the authors and directors of every story that walks through our doors. Our teams have the power to create emotions in our customers and clients. A visit to our establishment should not be treated as a transaction but an interaction that creates a lifetime memory. The only way to achieve that memory is to make the guest feel something. What should a guest feel?
Make Every Guest Feel Seen
A guest should feel seen. They’re more than a reservation listed in a book. Use their name. Make eye contact. When you do, smile. You should speak in a calm and inviting tone, not one that commands the guest where to sit and what to do. Helping someone feel seen and valued is also accomplished by them feeling welcome. When they walk up to the check-in desk, they’re not an interruption. They’re the reason that check-in desk was built. Treat them as such.
Turn Celebrations Into Lasting Memories
When a guest visits your resort or hotel, consider asking if they’re celebrating anything special and whether you can help them make it memorable. If they say yes, you’ve been invited into a sacred space. They’ve asked you to help create a memory that their family will never forget. Now it is your responsibility to go the extra mile and make it flawless. Handle the details. Ask all the questions. Make a checklist. Review the details and bring their vision to reality. Don’t just fulfill their request. Go beyond it. Leave them eyes wide and jaws on the floor.
Let Every Guest Leave Feeling Appreciated
Finally, they should leave feeling appreciated. We live in a world where everything is delivered to the front door. You don’t have to interact with anyone to get groceries or your favorite collectible delivered. Because of that, we’ve lost the beauty of a thank you. Say thank you. Say it with passion and depth. Shake a hand. Don’t let a guest leave until they’ve been properly thanked.
A standard for any team and organization should be this question: How did you make them feel? Be sure it’s a feeling of being seen, celebrated, and grateful. In a world that only cares about the cash that changes hands, care about the people. Do that, and you’ll go further and be more successful than you ever imagined.
Creating Unparalleled Experience,
CHRIS ADAMS
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