The strategy titled "Enhancing the guest journey" focuses on delivering an exceptional experience at Parklands Country Gardens and Lodges by optimizing and measuring guest satisfaction and loyalty through NPS surveys. One key aspect is optimizing the arrival experience. This includes personalizing welcomes with gestures like using guests' last names and offering welcome drinks, as well as ensuring a swift, seamless check-in process. For example, staff are trained to complete check-ins within five minutes, which sets a positive tone for the visit.
Enhancing in-stay experiences is another focus, where guests receive high-quality, tailored services. Daily housekeeping ensures rooms are in perfect condition by 2 pm, and guests are offered local experiences or tours to enrich their stay. Tailored dining and activity recommendations are provided to align with guest preferences. Mid-stay feedback is gathered via brief calls, allowing immediate improvements and increasing satisfaction.
Finally, the strategy emphasizes refining the departure process to leave guests with a favorable lasting impression. Checkout procedures are streamlined to take no more than five minutes, and feedback is requested to assess satisfaction. A thoughtful departure gift and follow-up thank you email further solidify the relationship with guests. By analyzing departure feedback and offering future stay discounts, the strategy aims to foster loyalty and continuous improvement.
The strategies
⛳️ Strategy 1: Optimise the arrival experience
- Implement a personalised welcome for each guest by using their last name and offering a welcome drink
- Ensure a seamless check-in process by training staff to complete check-ins within 5 minutes
- Provide a property tour to guests upon arrival, highlighting amenities and key areas
- Use a digital check-in option to reduce wait times during peak periods
- Conduct a welcome survey to gather initial feedback on arrival experience
- Assess staffing levels at the reception to accommodate peak arrival times
- Display clear signage for parking and reception to guide arriving guests easily
- Ensure guest luggage is promptly delivered to their room within 15 minutes
- Set guest room to a comfortable temperature before arrival
- Introduce guests to a key point of contact for any enquiries during their stay
⛳️ Strategy 2: Enhance in-stay experiences
- Ensure daily housekeeping service is completed to the highest standard by 2pm
- Offer complimentary local experiences or tours to enrich guest stays
- Provide tailored recommendations for dining and activities based on guest preferences
- Check in with guests mid-stay through a quick phone call to gather feedback
- Host social events or activities to encourage guest interaction and engagement
- Ensure amenities such as the spa and pool are fully operational and clean
- Offer a variety of local and international newspapers and magazines
- Refresh room amenities daily, including toiletries and beverage supplies
- Keep a CRM system updated with guest preferences to personalise future visits
- Provide a checklist of available services and events in-room
⛳️ Strategy 3: Refine the departure process
- Streamline checkout procedures to ensure they take no longer than 5 minutes
- Request a short guest feedback survey at checkout to gather satisfaction data
- Offer assistance with transportation and luggage during departure
- Ensure billing information is accurate and presented clearly
- Collect and respond to any departing guest feedback on how to improve
- Provide a small departure gift as a token of appreciation
- Send a follow-up thank you email with a satisfaction survey link within 24 hours
- Analyse feedback from check-out surveys to identify areas for improvement
- Integrate guests' final bill with their folio for easy expense tracking
- Include a discounted offer for future stays within departure material
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
