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Guest Expectations
3 Tips for Improving Guest Expectations

Written by Sojern

These days, it’s more important than ever to ensure that you set the right expectations for your potential guests. Sojern’s eBook, The Hotelier’s Guide to Managing Guest Expectations in the Digital Age, gives tips and tricks to put your property’s best foot forward, including:

  1. Understand your offerings, and who they are likely to attract. Know what your property is—and what it isn’t. Be sure that your messaging honestly reflects your hotel and offerings. Also, think about who your typical guest is. What are they interested in? If your property is near a great hiking area, make sure you share that your location is ideal for outdoor enthusiasts. Knowing the type of guest you’re likely to attract will help you set and meet expectations.
  1. Don’t overpromise. Generic terms, like “high-end luxury” sound nice, but can be interpreted all sorts of ways. It may lead your guests to assume you have a fancy restaurant, when you don’t. And you know what happens when people assume!
  1. Focus. Avoid being a “jack of all trades, master of none.” You’re guaranteed to fall short somewhere. Make sure that the services or products where you really exceed expectations and are meaningful to guests the focal point of your messaging and advertising.

Successful management and satisfied guests go hand-in-hand. With these tips, you can be sure you’re well on your way to both.

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