Anyone looking to stay in a hostel has at least one of the following goals: saving money and meeting new people.
Therefore, whoever manages this business needs to offer a unique experience that really marks the customer and makes them want to come back. That is, it is important to have a hostel host. If you can’t be that person, hire someone who can.
It all starts with the preparation and training of employees. The focus should be on humanization and empathy in service, regardless of whether it is live or digital. Through training, employees can acquire competencies that encompass service, communication and administration skills.
To help you prepare, we present some tips that help you offer a differentiated service to delight your customers.
Keeping an attractive hostel for guests is, without a doubt, one of the biggest goals for its managers, right? Competition is high and today there are all kinds of accommodations, gaining more and more customers. Therefore, it is very important to think about the role of service as a differential. Check out some tips on how to become a good hostel host below.
Anticipate guest needs
This attitude depends on a lot of feeling and observation. For example, if guests have small children, it’s worth offering additional services, such as lending a microwave or being available to warm the bottle at any time of day or night.
These small details make the stay even more comfortable and increase user satisfaction. The important thing is to always be willing to solve a problem and make it clear that you can do whatever the guest needs.
Create a warm, inviting environment that facilitates interactions
Big investments are not necessary to create a cozy atmosphere. First, you need to define a theme or approach for your hostel. That is, what you want to convey to your guest when he arrives at your establishment, or when he sees the photos through your marketing tools.
The great trend of current hostels is to invest in collective environments that allow the integration of their guests, such as: TV room, games room and internet, kitchen and barbecue area.
Investing in poufs, sofas, tables and rugs for these environments is essential to promote this integration, in addition to photo and message murals that can also work.
Humanized Service
Your guests may arrive tired, hungry, and often stressed. So if the reception is bad, the whole experience is lost.
The ideal is to use this moment as an opportunity to delight the customer. Be quick, while still being considerate.
And, of course, remember that this posture must be adopted throughout the period of hosting. It’s no use offering a comfortable room if employees have a closed face and little desire to serve.
Keep in mind that your differentiator will be offering a friendly and consistent experience.
Invest in technology to optimize your work
The systems and apps facilitate the daily operation of the hostel. Today there are resources to more easily manage issues such as:
- cleaning;
- check-in and check-out processes;
- room distribution;
- relationship between guests
More than that, technology can also help you get to know different customer profiles.
Team Always Well Trained
imagine arriving in a completely different country from where you live and being greeted with a few words in your language?
If good service is crucial, training your staff is an essential part of managing your hostel well.
Remember that in addition to feeling comfortable, the guest will want to know the main points of the city, and those unmissable tips that only those who live in a hostel can offer.
In other words, bilingual employees (at least) and who know well everything that is happening in the city, will hold your customer’s attention.