When you go to a hotel or restaurant, what makes you come back? It’s how they treat you. Clean rooms and nice staff matter, but small things matter too.
Today, we’ll discuss some proven methods to enhance any space, specifically hotels and restaurants.
If you own a hotel or restaurant, making customers happy is the most important thing. 70% of people want special treatment, and they’ll pay 25% more for it.
1. Write Down What Your Guests Like
This is simple but really important. Keep notes about each guest.
Write down things like:
- Did they want extra pillows? Write it.
- Can’t eat certain foods? Write it down.
- Had a birthday here? Remember it next year.
Big hotels like the Ritz-Carlton use expensive computers for this. You don’t need that. Start with a simple Excel sheet or notebook. Just make sure you actually use what you write down.
Next time they come back, you already know what they like.
Here’s proof it works: 65% of guests care about this. Many will pay 25% more if you remember them.
What else matters? Smell. When someone walks in, what do they smell? This matters a lot. Big hotels work with fragrance companies like Kavango Home who create custom scents made just for hotels. These companies know how smells affect people’s feelings. They make fragrances that make guests feel calm, welcome, or energized – whatever you want.
You might think custom fragrance is only for luxury brands, but it’s getting cheaper. A signature scent becomes part of your brand. Guests remember it and think of that smell when they remember the good time they had at your place.
You also need good rugs and furniture in places where lots of people walk, like lobbies and hallways. Brands like Dash & Albert make rugs designed for hospitality use. Their products can handle hundreds of people walking on them every day and still look fresh and nice.
These might seem like small details, but they add up to create a feeling that guests notice, even if they can’t explain exactly why your place feels so welcoming.
These small things add up. They make people feel good even if they don’t know why.
2. Use Computers to Help Your Staff Do More
Computers don’t replace people. They help people do better work.
Think about your front desk. How many times do they answer “What time is breakfast?” or “Where’s the gym?” A computer can answer these questions all day and night. Then your staff can talk to guests about real things.
Some hotels have robots that bring towels or answer basic questions. But they still have lots of human workers. The robots just do boring jobs.
You don’t need robots. But get these things:
- Online booking
- Self-check-in machines
- Digital room keys
- Smart lights and temperature controls
These things save your team time so they can talk to guests more.
3. Show Guests Your City or Town
This is where small hotels beat big chains. You know your area. They don’t.
People today want real local experiences. They don’t want to stay inside a hotel. They want to see the real place.
Here’s what to do:
- Know the best local restaurants
- Work with good tour guides
- Get local chefs to teach cooking classes
- Tell stories about your local food and wine
75% of travelers want real local experiences. Good news – this doesn’t cost much money. You just need to know people in your town.
Buy food from local farms. Make local dishes. Teach your staff about cool local places tourists don’t usually find.
4. Help Guests Stay Healthy
More and more people care about health when they travel. They pick hotels that help them stay healthy.
You don’t need a big gym or spa. Start small:
- Clean air
- Dark curtains so they sleep better
- Yoga mats in rooms
- Small workout area with basic stuff
Bright office lights stress people out. Nice soft lights help them relax and sleep.
Food is very important. Lots of people have allergies or eat special diets. Train your kitchen staff. Don’t mix foods together. Label everything. Make it easy for people to eat safely.
Make quiet spots too. Hotels are often noisy. A quiet corner for reading or thinking is nice.
These things bring in health-focused travelers who pay more. And all guests feel better, so they write good reviews and come back.
5. Let Your Staff Fix Problems Right Away
How you fix problems matters more than not having problems.
Ritz-Carlton does this: any worker can spend $2,000 to fix a guest’s problem right away. No asking the boss. This shows they trust their workers.
You probably can’t give everyone $2,000. But you can trust your team. Teach them well. Then let them make decisions.
When something goes wrong, don’t make staff say “I need to ask my boss.” Let them fix it. Give a better room. Give free breakfast. Whatever makes sense.
When you fix a problem well, guests often become MORE loyal than if nothing went wrong. They feel like you really care.
Also, if the same problem happens a lot, fix the real reason it keeps happening.
Frequently Asked Questions
How much does a tracking system cost?
Start free. Excel works fine for your first 100 guests. Later you can get hotel software for $50-100 per month. But using the information matters more than what software you have.
Can I compete with big hotels?
Yes. You’re small, so you can change things fast. You can know guests personally. Big hotels can’t do this. Being small helps you.
What technology should I buy first?
Get the basics: online booking, digital payments, a way to answer common questions automatically, and digital door locks if you can afford it. Don’t buy expensive stuff that doesn’t help.
Is health stuff only for expensive hotels?
No. Health just means helping people feel good and sleep well. Clean air isn’t expensive. Good lights are cheap. Healthy food is about training your cooks, not spending more money.
How much power should staff have to fix problems?
Give them as much as you can. Set money limits you can afford. But trust them. Teach them well, then let them decide. Most problems get fixed with care and creativity, not money.
How do I pick the right smell for my hotel?
Companies like Kavango Home work with hotels of all sizes. They help you understand how smells affect mood and create something that matches your brand.
Start by thinking about the feeling you want to create. Calm and relaxing? Fresh and energizing? Warm and welcoming? A good fragrance company will ask about your brand and your goals before suggesting anything.
Do I need expensive furniture?
Quality doesn’t always mean most expensive. Look for commercial-grade items made for hotels – like Dash & Albert rugs – that balance good looks with durability. These last much longer than regular home products, so they actually cost less per year. Buy the best you can afford for high-traffic areas like lobbies. You can spend less in areas guests don’t use as much.
What You Need to Remember?
Starting a hotel or restaurant is hard. Big brands seem tough to compete with. But they all started small. And now many are so big they can’t give personal service like you can.
You’re fast and real. You can change things quickly. You know local people. You can know your guests as real people, not numbers.
Do these things:
- Write down what guests like from day one
- Use cheap technology to help your team, not replace them
- Be the local expert
- Help guests stay healthy in simple ways
- Let your staff fix problems fast
People will pay more for personal treatment. Right now 61 out of 100 people want it, but only 23 out of 100 get it. That’s your chance.
Technology matters. But the goal stays the same: make people feel welcome and comfortable. Do that every time, and customers will come back and tell their friends.
Small things matter. Good smells. Nice rugs. Staff who remember names. Real local stuff. Fast problem fixes. These make people remember you and come back.
