Think you've never experienced confirmation bias? Think again. Just like when you check into a hotel, your brain quickly forms an opinion based on that initial encounter. Whether it’s warm hospitality or a cold reception, your first impression influences your entire stay. 🧠 Let’s talk about confirmation bias and how it shapes our perceptions—good or bad—from the moment we walk in the door. #firstimpressions
✨Sylvie di Giusto✨’s Post
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You don't need Champagne to create a memorable welcoming experience for your hotel guests... There are cheaper and more effective ways to do that: 1) Greet everyone (or acknowledge people with a look or gesture if busy with another guest) - my favourite way of greeting is <Welcome to "X hotel"> 2) Introduce yourself - guests will immediately feel they are in a friendly environment, and it will help build rapport right from the start of their experience 3) Ask <what brings you here today?> / <how can I help you today?> - don't make assumptions on the purpose of their visit 4) Engage in small talk if the other person is open to it, and has time for it 5) Make guests feel special by personalising the interaction 6) Repeat steps 1 - 5 every time a new guest comes and a regular guest returns - skip step 2 if they know your name very well 😁 ➡️ What else would you add? ------------------------------------------------------------------------------------------------------------------------------------- If you are getting value out of my tips you can receive monthly tips from me, for free, forever. Click on the link to join 900+ readers (scroll to the bottom of the page to subscribe): https://lnkd.in/df25Ffw
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Daily Hospitality Hack: Elevate the Experience Tip of the Day: Surprise and Delight! Today, let’s talk about the magic of unexpected touches. Whether it’s a complimentary drink upon check-in or a personalized welcome note, small gestures can leave a lasting impact. Imagine the joy on a guest’s face when they discover their favorite snack waiting in their room. These little surprises show you care and make their stay unforgettable. What’s your favorite way to surprise guests? Share your thoughts! Stay tuned for more tips to transform ordinary stays into extraordinary experiences! #HospitalityHacks #SurpriseAndDelight #GuestFirst
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The Language of Hospitality 🗣️ In guest relations, words hold immense power. Whether it's a warm greeting, a heartfelt apology, or a sincere thank you, the language we use can shape the guest experience in profound ways. #LanguageOfHospitality #GuestRelations #CommunicationSkills #CustomerService
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Forget flash, focus on feeling! True hospitality lives in the details. In today's fast-paced world, genuine human connection is more valuable than ever. Hospitality isn't about grand gestures, it's the thoughtful touches - remembering a guest's preference, a kind word, anticipating their needs. These moments build rapport and create a sense of belonging. #HospitalityMatters #ServiceIndustry #PeopleFirst
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"Well-well-well, revenue Management in hotels are like a subject where math meets drama and every booking is a plot twist 😎. 🎲 The Saturday night gambler- guests asking for a discount during peak season—because 'loyalty points from 2017' should still count, right 🫨? 📈 dynamic price dance-a fine-tuned strategy of 'Yes', we have rooms, but they’re VIP-priced. 🧐' 📉 The upgrade dreamer- last-minute bookers hoping their charm gets them the Presidential Suite 🧐for the price of a standard room. 🏌️♂️ The golfer move- Guests trying to negotiate by saying, ‘We’ll book directly next time’—but you know they won’t 🙄 😒. 🎭 The curtain call-offering irresistible packages like ‘Pay for breakfast, stay for the sunset. 🤫 🫡’ It’s not just about filling rooms rather, it is a masterclass in guest psychology, timing, and a pinch of bravery (obviously 🫣). After all, we’re not selling a room; but also selling the dream of being pampered. What is your boldest move that had both guests and your revenue smiling?" #RevenueTheater #PriceLikeAPro #HotelProfitMagic #GuestPsychology #DynamicRevenue #HospitalityWins
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#UnpopularOpinion Not every heartfelt guest interaction will translate into a 5-star review on TripAdvisor—and that's okay. Hospitality is about more than just reviews; it’s about creating moments that leave lasting impressions. Those genuine connections often turn into something even more valuable: repeat guests, word-of-mouth recommendations, and a reputation for goodwill that no rating can measure. Let’s continue to focus on what truly matters—delivering exceptional experiences, one guest at a time. #Hospitality #GuestExperience #CustomerService #WordOfMouth #unpopularopinion
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The Power of Positive Reviews and Online Reputation Positive reviews and a strong online reputation are crucial for attracting new guests. We encourage satisfied guests to share their experiences online and respond to feedback to build trust and credibility. Since our recent Book Club experience with Unreasonable Hospitality, we have been getting incredible reviews like the one below. I love seeing our teams delivering this kind of experience to our guests on a regular basis. What are you doing to drive guest reviews? Do you have any suggestions on how to improve response rates? DM me to chat. #OnlineReputation #GuestReviews
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In hospitality, every step counts. When planning a major event, start by imagining the perfect outcome—a seamless experience for guests. But as you prepare, consider potential challenges: What if the PAX increases? What if there’s a last-minute menu change? By anticipating these issues, you’ll be ready. Finally, when the big day arrives, focus entirely on delivering success—confidently executing the event to exceed guest expectations. #HospitalityExcellence #EventPlanning #PreparedForSuccess #GuestExperience
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“Hospitality is More Than a Checklist” Danny Meyer says it best in his book "Setting the Table": “Hospitality exists when you believe the other person is on your side.” True hospitality is about making guests feel welcome, valued, and understood—not just meeting their needs but anticipating them. Meyer’s philosophy reminds us that hospitality isn’t about what we do for guests, but how we make them feel. When you focus on the experience over the transaction, magic happens. 💬 What’s one “feeling” you want every guest to leave with? #HospitalityMindset #GuestExperience #SettingTheTable #CustomerSatisfaction
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An accurate listing, great hospitality, and a well-maintained property are surefire ways to encourage positive guest reviews. However, if something should go wrong and a guest leaves a negative review, the best way to approach it is with a calm and caring demeanor to diffuse the issue. Future guests may look at how negative reviews were responded to and use this as a deciding factor whether or not to book a property.
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