Considero que debemos prepararnos para ser hospitalarios y para ello la clave está en 2 pilares fundamentales: - Tener una definición clara y completa sobre el valor agregado que da hospedarse con nosotros. Eso será clave para el armado de políticas internas, entrenamientos al personal y diversas decisiones. - El cliente nos elige. Mayormente, puede que no sepa exactamente qué es lo que busca sin embargo siempre podrá percibir el trato que se lleva. Aproveché todas las ocasiones posibles para conocer cómo se ha sentido. Dedique tiempo a hablarle, a tomarle encuestas...conozca a partir de ello qué debe seguir haciendo y qué debe modificar.

To manage hospitality clients’ high expectations, communicate clearly and set realistic goals from the start. Anticipate challenges, offer flexible solutions, and focus on delivering exceptional service. Always aim to exceed basic expectations with personalized touches and ensure transparency about limitations. Regular feedback helps adjust as needed while maintaining a positive client experience.

Set clear, realistic expectations early and focus on delivering exceptional service within those boundaries. Communicate proactively about limitations, offer thoughtful alternatives, and go above and beyond in personal touches to leave a lasting positive impression despite the constraints.

In the hospitality industry, exceeding client expectations is crucial, as "normal" is often insufficient. Key strategies include openly acknowledging issues to build trust and using empathy to understand guests' needs, which can lead to innovative solutions. Flexibility allows for quick responses, such as offering upgrades or personalized attention. Clear communication from the outset helps set realistic goals and anticipate challenges. By aiming to exceed basic service with personalized touches and maintaining transparency, businesses can enhance the overall guest experience. Ultimately, success in hospitality relies on empathy, flexibility, and proactive communication to create memorable experiences that justify premium pricing.

In the hospitality industry, normal is the worst-case scenario; it is expected to deliver a superior experience. However well we plan and prepare, reality often fails to measure up. So how can such moments be handled? Here's how: Acknowledge the Gap The first step of course is to acknowledge the problem and try to resolve it with as much honesty as possible. It helps the client to trust the service provider and this helps put the client at ease knowing that their issues are valid. Smart and Impulsive Decision-Making As a variety industry, hospitality is built on flexibility. Give quick reactions that can compensate for the lack — a superior room, special attention, or an apology. #Hospitality #CustomerExperience #Leadership #Growth

Reality is a perception and every perception could be manipulated. I was working as an intern in a hotel back in 2006. A doctor guest had to perform last rites of his father one morning. At 8.00 pm the previous night he asked if I could arrange certain materials required to do the rituals as per Hinduism. The next 1 hour tested my empathy and commitment to provide service to the guest. It was so easy to turn down the request, however once I put myself on his shoes I resolved to find everything he asked for. They say a hotel is a living city. You can find everything you ask for provided the environment promotes empathy. Why else would you pay 10X for the same bottle of water that you buy from a retailer?

Personalized Attention: Assign a dedicated point of contact to address concerns quickly and effectively. Immediate Compensation: Offer a free meal, upgraded room, or complimentary service to mitigate disappointment. Proactive Communication: Inform the client about potential issues in advance and provide solutions beforehand. Flexible Policies: Adapt offerings (like late check-outs or special arrangements) to accommodate their needs. Real-Time Feedback: Ask for feedback during their stay and act on it immediately to show responsiveness.

When a client's expectations in hospitality exceed what is realistically possible, managing the situation with transparency and care is key. Start by understanding their expectations fully and acknowledging their desires without dismissing them. Communicate openly about what is achievable, offering clear explanations for any limitations while focusing on what you can provide to enhance their experience. Proactively suggest creative alternatives or upgrades within your capacity to demonstrate your commitment to their satisfaction. Throughout the process, maintain an empathetic tone, showing genuine effort to meet their needs. This approach helps balance high expectations with realistic deliverables while preserving trust and rapport.

Quando a realidade fica aquém das expectativas de hospitalidade do cliente, a chave é gerenciar a situação com empatia e comunicação transparente. Primeiro, é importante ouvir as preocupações do cliente de forma atenta, demonstrando compreensão e reconhecendo a frustração deles. Em seguida, ofereça soluções rápidas e eficazes, garantindo que as ações corretivas sejam tomadas para melhorar a experiência. Manter uma atitude positiva e garantir que o cliente sinta que suas necessidades são uma prioridade pode transformar uma situação negativa em uma oportunidade para fidelizar.

Quando um cliente espera o máximo em hospitalidade, o segredo é equilibrar expectativas altas com o que é viável entregar. Começo entendendo claramente suas necessidades e preferências, ajustando o atendimento para oferecer uma experiência personalizada e memorável. Ao mesmo tempo, comunico de forma transparente os limites e explico como podemos maximizar os recursos disponíveis para atender suas demandas. A chave está na personalização, na atenção aos detalhes e na busca por exceder expectativas dentro do possível, mantendo a satisfação e a confiança do cliente.