Seeing 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, wanting to provide them with something they’ll never forget when they travel with you, and this plays out in every area of your business. As Charles Swindoll said, “The variation between something good and something great is attention to detail.” It’s true; it’s often the small things that determine quality from mediocrity, and little extras can go a long way to giving a positive impression with your guests. The opposite is also true; if you slack on the small things, especially in the hospitality industry, it doesn’t go unnoticed and will likely affect your business in negative ways.
What are some things you can possibly do to boost your customer’s’ experience? From simple extras you can throw in that they won’t be expecting to focusing on the type of people you hire, listed below are a few suggestions that can impact your business in profound ways.
First, be specific about who you hire to work with you. Coordinating with people may be a strong suit for you, but you might not always manage to be the one that interacts with customers. If that’s the case, make sure that whoever is dealing with customers is someone who has the capacity 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 circumstances, and when working with customers who may be fired up, rude, or derogatory. This is crucial. If customers have a negative experience, social media alone can cripple your business (cuz everyone and their dog is likely to find out about it if customers post details about their trip). Bottom line? Make sure the people you’ve got working for you are effectively helping 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.
It can not be overstated that the first impression your guests have of the room they are staying in can make all the difference. Make sure it smells good. Make sure the lighting contributes to making the room feel comfortable and cozy and inviting.
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. You want them to leave their experience with you feeling
rejuvenated, rested, and pampered.
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 courtesy 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.
Doing work in the hospitality business points to focusing on people. If you can keep them happy, they’ll keep your business doing well– a win-win for everyone involved. Truly, once and for all, the little things make all the difference.