How can you align your team with guest expectations?

1 Understand your guests

The first step to align your team with guest expectations is to understand who your guests are, what they value, and what they expect from your hospitality business. You can use various methods to gather this information, such as surveys, feedback forms, reviews, social media, and analytics. You can also segment your guests based on their demographics, preferences, and behavior patterns. This will help you create guest personas and tailor your service offerings accordingly.

2 Communicate your vision

The next step is to communicate your vision and goals to your team. You need to explain why guest alignment is important, what benefits it brings, and what challenges it poses. You also need to share your guest personas, service standards, and performance indicators with your team. You can use different tools and channels to communicate your vision, such as meetings, newsletters, posters, and videos. You can also involve your team in the creation and revision of your vision, to foster a sense of ownership and commitment.

3 Train your team

The third step is to train your team to meet and exceed guest expectations. You need to provide your team with the skills, knowledge, and resources they need to deliver quality service. You can use various training methods, such as workshops, e-learning, coaching, and mentoring. You can also customize your training according to your team's roles, needs, and learning styles. You should also monitor and evaluate your team's progress and performance, and provide feedback and recognition.

4 Empower your team

The fourth step is to empower your team to act in the best interest of your guests. You need to give your team the authority and autonomy to make decisions, solve problems, and handle complaints. You also need to encourage your team to be creative, proactive, and flexible in meeting guest needs. You can do this by creating a supportive and trusting environment, where your team feels valued and respected. You can also reward and celebrate your team's achievements and successes.

5 Listen to your team

The fifth step is to listen to your team's insights and suggestions. Your team is the closest to your guests, and they can provide valuable feedback on how to improve your service and guest satisfaction. You need to create a culture of openness and collaboration, where your team feels comfortable and confident to share their opinions and ideas. You can do this by asking for your team's input, acknowledging their contributions, and implementing their recommendations.

6 Adapt to changes

The final step is to adapt to changes in guest expectations and market trends. You need to keep track of the latest developments and innovations in the hospitality industry, and how they affect your guests' needs and wants. You also need to monitor and measure your guest alignment efforts, and identify areas of improvement and opportunity. You can do this by using data and analytics, conducting audits and reviews, and seeking feedback from your guests and team.