12 Apr Paying Attention to the Details Makes a Difference for Your Tour Group
Your business revolves around keeping people happy when you work in the tourism industry. As a tour operator, you are prioritized the experience that your clients have, hoping to provide them with something they’ll never forget when they travel with you, and this plays out in every aspect of your business. As Charles Swindoll said, “The distinction between something good and something great is attention to detail.” It’s important; it’s often the little things that determine quality from mediocrity, and little extras can go a long way to leaving a positive impression with your guests. The contrast is also true; if you slack on the small things, especially in the hospitality industry, it doesn’t go unobserved and will likely affect your business in negative ways.
What are some things you can possibly do to improve your customers’ experience? From simple extras you can throw in that they won’t be requiring to focusing on the type of people you hire, right here are a few suggestions that can impact your business in profound ways.
Be particular about who you hire to work for you. Coordinating with people may be a strong suit for you, but you might not always have the ability to be the one that interacts with customers. If that’s the situation, make sure that whoever is dealing with customers is someone who has the ability to be diplomatic, great with people, tactful and kind. While you don’t like to hire pushovers, you do want to hire people who can keep their calm and be professional, even (and especially!) in tense scenarios, and when taking care of customers who may be fired up, rude, or derogatory. This is crucial. If customers have a negative experience, social media sites alone can cripple your business (cuz everyone and their dog is likely to learned about it if customers post information about their trip). Bottom line? Ensure the people you’ve got working for you are truly serving your business, not against it.
In the hospitality industry, your work centers on the happiness of your customers. Make their comfort and convenience your primary goal, seeking out (and welcoming) their feedback on what can be done better. Especially if you are in the beginning years of doing this type of work and establishing a thriving business, it takes fine tuning.
Do not ever underestimate the negative impact of an undesirable smell. Okay, you might read that sentence and laugh (like we are), but it’s totally true. It can not be overemphasized that the first impression your guests have of the room they are staying in can make all the difference. Everything should be spotless. It should be clean, look clean, feel clean. Make sure it smells good. Make sure it has been fumigated. Make sure the lighting contributes to making the room feel cozy and comfortable and inviting. The visual impression is huge.
Sure, you may have each day scheduled with plans of places to go and things to do, but when the guests have down time, focus on giving them the best. If you’re dining in-house, have a fantastic chef that serves up amazing meals. Hit all the culinary hot spots if you’re going out on the town. And when it’s time to relax, have top-of-the-line selections that are geared toward your guests’ enjoyment and relaxation. You want them to leave their experience with you feeling
rejuvenated, rested, and pampered.
Last but not least, Swindoll had it right; it’s really all about the details. Include simple, small, unexpected perks– things that make your guests’ choose you a cut above the rest. Maybe they find a complimentary bottle of nice wine in their room upon their arrival. Maybe they find fresh fruit or chocolate covered strawberries, fine chocolate, or fresh flowers. These small things alone demonstrate that someone was paying extra attention to making the experience more pleasant and enjoyable, and it will leave an impression that won’t be forgotten.
Working in the hospitality business indicates focusing on people. They’ll keep your business thriving– a win-win for everyone involved if you can keep them happy. Truly, once and for all, the little things make all the difference.