If you’re going to run a B&B, you simply need to be a people person. No matter what kind of day you’re having or what challenges you are experiencing on a personal level, you need to be positive and charismatic when interacting with your guests. When you possess people skills, you’ll easily be able to develop lasting relationships with your guests.
These tips will help you develop a relationship management strategy that will ultimately improve the guest experience at your property:
Focus on being present when you are with your guests
It’s very obvious when you are in the room with someone whose mind is a million miles away, and being distracted is practically the norm in today’s society. Fight this growing epidemic and strive to remain present when your guests are in the vicinity.
When there is a guest enjoying a cup of coffee in the sitting room on a quiet afternoon, don’t sit at the front desk and flip through your social feeds on your phone. Instead, tidy the area, stay busy and be available should the guest need you.
Be available to your guests while still offering them personal space
While it’s important to be present and to interact with your guests, you also don’t want to infringe on their ability to enjoy the amenities at your property. Many people book B&Bs because of their lush gardens or relaxing front porches. As an innkeeper, it’s important to remember that your guests want to enjoy those spaces on their own terms.
Let your guests know where they can find you if they need anything, but otherwise give them the time they need to explore the property and enjoy the ambience.
Engage in valuable conversation
Go beyond being cordial and make an effort to develop a personal connection with your guests.
Ask them questions about where they come from, what they do for a living and why they are visiting the area. Truly listen to them when they respond.
This type of interaction will make a lasting impression on your guests, and will influence how they feel about the entirety of their guest experience.
Show your appreciation
Ultimately, your guests are the reason that you are able to live your dream every day. Show your appreciation for their business by offering a small token at check-in, such as a luxury piece of chocolate or a tray of cheese and crackers.
Respond to positive reviews on social sites and thank guests for their feedback. Offer additional discounts for guests who choose to stay at your property again.
You may be naturally outgoing and friendly, but everyone always has room to improve their people skills. Take the time to use these relationship management techniques, and you will find that your guests will leave glowing reviews and feedback about your property.