Home » The importance of hospitality quotes in the hospitality industry
The importance of hospitality quotes in the hospitality industry

The importance of hospitality quotes in the hospitality industry

One of the keys to success in customer care and service is the friendliness and hospitality that you reflect as a hotel. Making them feel at home plays a very important role in the experience. If you look at the leading competitors in your segment, you will see that there are keys that make the […]

One of the keys to success in customer care and service is the friendliness and hospitality that you reflect as a hotel. Making them feel at home plays a very important role in the experience.

If you look at the leading competitors in your segment, you will see that there are keys that make the experience and attention provided greatly improved. One such key is the use of hospitality quotes. To better understand and take advantage of them, we recommend that you continue reading this new blog entry.

 

What are hospitality quotes?

As the name suggests, hospitality quotes are quotes designed to reflect values such as friendliness, hospitality and warmth. This is fundamental in hospitality because it influences the guest’s experience and perception of the staff’s attitude.

Remember that the guest is a feeling person and is influenced by both perceptions and emotions. Making them feel valued and at home helps to improve their perception of the hotel. This can translate not only into better reviews but also into customer loyalty.

What are they for?

Besides serving as a way to show a friendly, warm and hospitable attitude, hospitality quotes have other tricks. For example, they are a good way to break the ice and get to know the guest better by encouraging clearer and closer communication.

They also help to show that, for your hotel, he or she is a person and not just a booking number. Similarly, they can be very useful in helping to lower the customer’s natural psychological defences which can serve as a barrier when selling them an additional feature such as a future timeshare or holiday package. They can even help to cater to each guest profile such as senior or young guest profiles.

 

The difference between using hospitality quotes and not using them

According to experts like those at IHCS, here are some of the differences that not using hospitality quotes in your hotel can make:

“Feeling that employees are annoyed”.

Many guests who are greeted by receptionists or staff who do not say good morning have reported feeling as if they are annoyed or angry. This can directly detract from the customer experience.

“Thinking that they are just another number”.

Another adverse effect of not using such quotes is to make the customer feel as if they are just another number or just another booking. This is very common, especially in companies where customer service is impersonal and cold.

“Receiving bad reviews”.

It is widely documented that hotels that do not provide good customer service or generate a positive experience have the worst reviews. Having bad reviews can have a significant impact on your hotel’s positioning.

“Affecting your sales”

Coupled with bad reviews and poor experience, your sales can also be affected. Let’s face it, no one wants to stay in a hotel that doesn’t say good morning or has poor online and offline reputation management.

frases sobre hospitalidad en hotelería

Who should use hospitality quotes?

Ideally, hospitality quotes should be used by staff who are in direct contact with guests. In the first instance, reception and sales staff are the ones who should use them.

On the other hand, staff who may have occasional contact with guests should also use them. For example, cleaning or restaurant staff should use them when talking to guests. This is to ensure that the whole hotel is on the same level of customer service.

Are hospitality quotes always necessary?

Many managers consider the use of hospitality quotes to be redundant and even cloying. According to experts in the psychology of customer service, their use is necessary on 3 occasions: At the first contact, when resolving an inconvenience and at the farewell.

Therefore, it is advisable to use these quotes when the guest is checking in or checking out. They are also recommended when greeting them, for example, in a corridor or in the restaurant, or when attending to a request, activity, tour, etc.

How can you encourage your employees to use the hospitality quotes?

There are different strategies you can follow to implement hospitality quotes in your hotel. The most complex ones include submitting all your staff to training and courses on customer service and customer care.

On the more basic strategies, we find placing notes or Post Its reminding the use of these quotes in key areas such as the Lobby or reception of the hotel. We can also implement evaluations so that guests can evaluate the service provided and measures can be taken to improve it.

Examples of hotel hospitality quotes

While there are many examples of quotes, some of the most common are:

  • “Welcome sir or madam”.
  • “Welcome to our hotel”.
  • “Good morning, good afternoon or good evening”.
  • “We are here to serve you”.
  • “Make yourselves at home”.
  • “Enjoy your stay”.

In general, hospitality quotes are meant to welcome, say goodbye or provide a warm and close experience. Their construction should be focused on making them feel at home and in a place where they are in contact with people, not robots or computers.

Improve guest service and care with IHCS

One of the parameters of success in any hotel is customer service. As we already told you, if it is bad, the guest will not feel good and will have a bad experience about the hotel. This will translate into a bad perception, bad reviews and a drop in sales.

At IHCS you will find the support you need to restructure and improve the customer service you provide in your hotel. This way you can improve your guests’ experience and improve both occupancy and customer loyalty.

Rate this post

Do you want to keep up to date with news and advice about the hotel sector?

We help you to develop and optimise your hotel project.

The 1st consultation is free!
Hotel Consulting
We use our own cookies and those of third parties in order to analyse the browsing of users and improve our services. If you continue to browse, we consider that you accept their use. You can obtain more information, or find out how to change the settings, by clicking on more information