In the hotel industry, first and last impressions are critical. Here are a few tips to make sure that when your hotel hosts a business meeting, the customer’s experience is positive from check in to check out.
- Make use of a Central Reservations Office (CRO)
If you don’t have a hotel CRO service, seriously consider adding this to your front desk operations. When a hundred or more business meeting participants are descending upon your hotel at roughly the same time while overnight guests are attempting to check out, nothing will spoil that critical first and last impression than a staff who must turn away from a customer standing in front of them in order to answer the phone.
A CRO’s voice service will catch those calls, keep you from losing potential customers, and keep the staff engaged with the customer in the lobby.
- Give the person in charge of the meeting an upgraded room or a few extra amenities.
Planning and running a business meeting is stressful. Providing a suite with plenty of room to spread out, Wi-Fi and Ethernet outlets, 24-hour access to a fax and copy machine, mini-fridge, extra coffee for the coffeemaker, and maybe a voucher for a free drink at the bar will go a long way toward winning repeat business.
- Bilingual staff
If you have staff members that are bilingual, let them know their services may be needed for a multi-national conference. It also might be a good idea to compile a list of local people willing to serve as interpreters should the need arise.
- Keep the customer looking sharp.
No one wants to appear at an important business meeting looking rumpled. If your hotel doesn’t have them already, consider tucking small steam irons and compact ironing boards into the closets of business-class rooms. A mini sewing kit to fix a dangling button or torn hem is also a much-appreciated amenity.
- Loo switcheroo
Anticipate the needs of the meeting attendees. For example, if the meeting is to be attended primarily by women, consider converting a nearby men’s restroom into a women’s by hanging a temporary sign on the door. Those who would otherwise be standing in line will thank you.
SmarteHotels.com can help you make your hotel a business meeting mecca. Contact us today to get help with setting up your own hotel CRO or for other tips.