5 steps to an incredible guest experience

 

Mohamed Ziada, Rooms Division Manager at Fraser Suites Dubai shares expert tips to an incredible guest experience

 

Filed under
Housekeeping
 
January 9, 2023
 
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 5 steps to an incredible guest experience
 

Housekeeping is playing a pivotal role in increasing hotel revenue. The services rendered by housekeeping teams lead to guest loyalty. In Fraser Suites Dubai, we trained our team in implementing a number of steps that would attract guests and engage them to the point of loyalty. Even though Dubai has seen a large number of hotels cropping up, we at Fraser Suites Dubai, managed to grab a lot of repeat guests coming and staying with us because of our personalized service and high standards. 

Below are the following implementation from Fraser Suites Dubai:

Collecting the guest preferences  

We trained our team to collect guest preferences and keep a record of these preferences in their guest profile. When he same guess visited us again, the were surprised and delighted to see their preferences being tended to. These included yoga matts, type of fruits, preferred bedding, type of amenities, etc that they like.

Anticipation of guest needs
Our housekeeping team, while cleaning and servicing the room, searches and assesses guest requirements. For instance, some guests like a certain shower gel, some have a  preferred coffee or fruit tpe. We take note and replace the same. Similarly, a guest could have his/her mobile charger damaged and doesn’t have time to buy. We replace it with a personal note in order to surprise and fulfill guest needs.

Welcome set-up with guest name and photos

We started to welcome our guests with a special set up on the bed with their photos to make them feel at home. This has helped us in increasing our repeat guests.

Celebrating with the guest in their special occasions

We are celebrating with our guests and decorating their room on their special occasions without them asking for it. Alternatively, we also arrange celebratory decorations with the guest if they want to surprise their family.

Personalized bathrobe with guest name for our loyal guests

As a token of appreciation to our loyal guests, we are placing personalized bathrobe with their names written on it, to make them feel special.

About the author
Mohamed Ziada is the Rooms Division Manager at Fraser Suites Dubai. He leads the housekeeping, engineering, front office and recreation team. He has been working in the hotel industry for 14 years with different brands such as Ritz Carlton, Sofitel the Palm, Mercure Barsha Dubai.