In this Amadeus hospitality article is viewed how important it is to know your clients, their expectations and customizing what you have to offer to be suitable for your clients. Clients today want to have an experience which feels like it’s designed just for them. Customer experience is important, and people are willing to pay more money to get the feeling of being valued.
The main point of the article is showing how important it is to pay attention to guest experiences. It is shown that guests value experiences tailored for them and are willing to pay more for it. Even when starting to plan a trip, no matter what the purpose is (might be a wedding, holiday, business trip etc.) people are straight a way looking for a place that fits their needs. Making the guest experience great is not only making the customers happy about their stay, but makes them feel valued, important and there’s a greater chance that they will leave a good review or even recommend your business to a friend. And what would be better than to get new customers who already assume that you keep good care of your customers.
All of this is the same for groups, actually not even the same but it get’s magnified. If you can deliver excellent customer experience for groups, there’s a huge chance that they will book from you again and again. I think this usually gets forgotten, usually groups get treated as one big group not as many different individuals. In the article they gave good advice on how to make groups experience more personalized. It’s usually the small things, like calling people by their name during check in etc.
Even tho customer experience and personalization is important and beneficial to the company, it’s still often overlooked. Companies don’t pay attention or give in the money that would be needed to make the experience enchanted. That’s too bad, because that would get them more reliable clients who come back and are willing to pay for the service. After studying the subject and thinking about it I am stunned that this isn’t a normal in every hospitality company. The small things aren’t hard to do or cost too much money, it just needs paying attention to.
Paying attention to customer experience and group personalization is an important part of successful hospitality business. The business has a lot of competition and this is a great way to make you stand out. For me I’ve never really thought about this subject this deeply before and this has been a great learning experience about how beneficially it can be to the company.
Amadeus hospitality, Delivering on Group Personalization link to the article.