If you’re a hotelier, you've likely come across numerous articles on how to enhance the guest experience - but you've likely yet to find an effective guide on the subject customized to the vibrant, unique city of Delhi.
5 Star Hotel
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In this blog, we’ll explore how a 5-star hotel in Delhi can improve, enhance, and personalize the stay experience for guests visiting India’s vibrant capital, drawing on the rich cultural, historical, and gastronomical tradition of the city itself.
Motivate and Empower Staff To Go Above and Beyond
Empowering hotel staff is a crucial aspect of improving the guest experience - and that means more than just training them on effective hospitality communication. Ideally, each member of the staff should know not just how to communicate with guests, but also help resolve any inquiries or issues. Empower them to go above and beyond to solve issues, fulfill special requests and address guest requests.
For instance, empower employees to provide compensation or add-ons such as a discount on the stay after a negative experience, or a complimentary bottle of wine to celebrate a birthday. A swift resolution to a complaint turns potential negative experiences into positive ones, while a spontaneous upgrade can be the difference between a “great” and an “exceptional” guest experience. Another advantage is that empowering all employees cultivates a culture within the organization that is centered around the customer, inspiring every staff member to take personal responsibility for the guest experience.
You’ll also want to ensure that your staff is knowledgeable about Delhi’s culture, history, attractions, and hotspots, so they can converse authentically with guests, and address any questions. Ensure that each guest-facing staff member -from housekeeping staff to the Food and Beverage operations- can converse with guests knowledgeably and answer questions on recommendations on where to eat, the most historically significant sites to see, and how to navigate the city.
Personalized Based on Guest Preferences
Hotel guests typically seek personalization in their hospitality experiences because it reflects the high level of service and attention to detail they expect for the price point. Besides, nothing is more luxurious than feeling catered to on a personal level, which transforms a stay from a mere hotel visit into a unique, tailored experience. This could include rooms set to the guests' preferred temperature and with a complimentary bottle of wine awaiting, or access to a pillow menu with various options for firmness and material, and a turndown service.
It can also be worthwhile to consider offering customized all-inclusive packages tailored to their preference, saving them the hassle of planning their stay in the city. Another way to enhance the guest experience to the ultimate degree of luxury is by assigning dedicated staff to cater to their needs.
For example, ensure you offer the services of a dedicated concierge available to handle any guest request, from securing a hard-to-get restaurant reservation to arranging private transportation or tours. Alternatively, consider offering a personal butler service assigned to take care of the guest's every need, from unpacking luggage to making dining reservations or serving in-room meals.
Create Unforgettable Experiences
The ultimate way to enhance the guest experience at a five-star hotel is by giving guests something beyond what money can buy: unique and memorable experiences. And this means not just presenting a wonderful guest experience - which could be replicated by any five star hotel across the world - but giving them an experience that’s truly and irreplaceably unique to a 5-star hotel in Delhi.
One of the ways to do this is to incorporate elements of Delhi's history, art, and cuisine into your offerings, such as art installations by local artisans, traditional music and dance performances, or integrating Ayurvedic principles into the hotel's spa and wellness programs. Ensure that experiences include both those on your property, and within the city itself. This could include a curated city tour, enabling guests to delve into the city's past at the Red Fort, Humayun's Tomb, or the Lotus Temple.
A knowledgeable local guide can enhance the experience, revealing lesser-known facts and anecdotes about these landmarks . Alternatively, consider food tours that can also provide a hands-on culinary journey through Delhi's diverse cuisine, from traditional Mughlai delicacies of Old Delhi to Delhi's famous street food.
Or consider offering a master-chef cooking class to recreate Delhi’s iconic gol-gappas at one of your hotel’s restaurants, presenting the recipe to the guests so they can recreate the delicious taste of Delhi’s even once they’re back home. This approach not only elevates the guests' enjoyment but also leaves them with memories of Delhi's distinctive allure, and its associations with their experience at your property.
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