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Trick 1: Reservation Team SOP – Creating the First Impression Before Check-In Objective: Teach reservation staff to follow a step-by-step SOP that makes guests feel valued from the very first interaction. Key Points: Use the guest’s name naturally in conversation. Offer proactive assistance (e.g., special requests, room preferences). Provide clear, friendly, and professional communication in confirmation emails. Include small surprises in pre-arrival emails (local tips, welcome drink vouchers). Expected Result: Guests already feel impressed before they even arrive. Trick 2: Personal Welcome Upon Arrival Objective: Train managers/supervisors to create a memorable arrival experience. Key Points: Welcome the guest personally at check-in or during airport pickup. Maintain a warm, genuine smile and use attentive body language. Offer a small personal touch (e.g., welcome drink, scented cold towel). Make the guest feel instantly cared for, not just “checked in.” Expected Result: Guests feel valued as individuals, not room numbers. Trick 3: Creative & Homely Guest Experience During the Stay Objective: Make the guest feel emotionally connected to the hotel and staff. Key Points: Organize small, thoughtful gestures (e.g., handwritten note, free snack in the room, surprise upgrade). Encourage staff to have natural, friendly conversations—not just service scripts. Create an environment where guests feel comfortable to share needs or issues. Build a sense of belonging so guests feel like they’re at a “home away from home.” Expected Result: Emotional connection leads to stronger motivation to share the experience online. Trick 4: Meaningful Farewell & Review Request at Check-Out Objective: Use the final moment to leave a lasting impression and secure a review. Key Points: Have management or a supervisor personally say goodbye. Ask about their stay in a sincere, conversational way.
You can also join this program via the mobile app. Go to the app