A business owner's guide to guest management 📘

Every business owner knows that a first impression can make or break a deal. But how often do we stop to think about those initial moments when a guest steps into our space? 

Consider this: according to a report conducted by KPMG, customers will remain loyal to companies that personalise the experience to them, meaning companies nowadays are encouraged to build strong customer experience strategies to maintain strong guest satisfaction[1]. Additionally, an article found that 86% of buyers are willing to pay more for a better customer experience. [2]

Remember your last holiday when the hotel staff welcomed you with a warm smile and a personalised touch? That immediate comfort plays a huge role in customer loyalty. In fact, a report by PwC showed that 73% of all people point to customer experience as an important factor in their purchasing decisions. The same study revealed that 32% of customers would walk away from a brand they love after just one bad experience. [3]

In the world of business, it's not always about the product you're selling or the service you're offering, but rather the guest experiences you're crafting. Dive in with us as we unpack the essence of guest management, and offer you a treasure trove of insights to ensure every guest feels valued from the moment they step through your door. This blog will cover: 

• Defining a good guest management system 
• Essential components for an effective management system 
• Further tips and strategies to level up your current guest journey management

The importance of a good guest management system🌟

Alright, let's imagine a scenario. You’re throwing a house party (because hey, business owners deserve some fun too!). You’ve got the drinks chilled, the music set, and you're waiting for your guests. As they arrive, you don’t just nod from the other side of the room; you walk up, greet them warmly, perhaps take their coat, and guide them to where the fun is.

Now, imagine your business is that house party event. Your guests are clients, partners, or potential customers, and they are stepping into your domain. How you manage their experience determines if they dance the night away with you or leave early. So, let's explore the main factors that determine great guest management:

• First impressions matter: Just as you wouldn’t let a guest stand awkwardly at your party entrance, the initial moments someone spends in your business are crucial. Did you know that it takes just 7 seconds for someone to form a first impression? [4]That's less time than it took you to read this paragraph! Making those seconds count is the essence of guest management.
• Brand reputation is at stake: Think about that restaurant you swore never to revisit because the waiter ignored you. In our digital age, one bad experience doesn’t just result in one lost customer. With online reviews and social media, a single negative comment can influence hundreds, if not thousands. Managing your guest experience ensures your brand's name stays golden.
• Comfort and satisfaction = loyalty: Remember that cafe where the barista knows just how you like your coffee? That’s the kind of comfort and familiarity that brings you back. In business, making guests feel comfortable and understood isn't just a courtesy; it's a strategy. When guests feel valued and catered to, they’re more likely to stick around, repeat business, and even spread the good word.

In essence, managing your guests isn't just about politeness. It's a strategy, an art, and the very foundation of your business's success. So, the next time someone walks into your business property make sure they're having the best time ever.

The pillars of guest management 🏛

Okay, think of guest management as a three-legged stool. Yep, you heard right, a stool! Without one of its legs, it’s bound to topple over, right? In a similar fashion, our approach to guest management rests on three solid pillars. Miss out on any one of them, and things could get wobbly.

1. Add a personal touch as a guest manager 🤝

You know how you appreciate it when a vendor remembers your preferences or a partner recalls a past conversation? Your guests feel the same as you.

Recognising and addressing them by name or tailoring your services to their preferences can make a world of difference. This isn’t just about niceties; it’s about building trust and showcasing the human side of your business. In a world dominated by automated responses, your genuine personal touch can set you apart.

2. Efficient guest management software💼

Reflect on your operations. Does your front desk manage walk-ins smoothly? Is your online booking system glitch-free?

Now, let's talk about a game-changer: Epos Now's POS system. This system isn't just any ordinary point-of-sale software; it elevates guest management to the next level. Thanks to its myriad integrations available in-store, you can effortlessly store and retrieve guest information and guest activity, ensuring tailored experiences every time. And guess what? Seamless guest communication becomes a breeze, helping you keep them informed and engaged.

Remember, every tool that reduces friction in your guest's journey not only enhances their experience but also cements their loyalty. It lets them know you provide reliable, efficient service. So, every minute a client spends waiting because of a system glitch is a minute they're contemplating whether they'd return or recommend your services. But with Epos Now, those minutes can be spent enhancing guest satisfaction instead.

3. Feedback loop 🔄

On our entrepreneurial journey, feedback is like those markers on a hiking trail. They show us where we're headed. Actively seek out reviews, suggestions, and even criticisms from your guests. And more crucially, act on them. When you iterate based on feedback, you're sending the right message: "We value your opinion and are here to serve you better."

In essence, as business owners, your goal is to ensure that the "stool" we offer our guests, metaphorically speaking, is comfortable, reliable, and inviting. By reinforcing these three pillars, you're not just accommodating our guests; you're rolling out a welcome mat, encouraging them to repeat bookings.

Other tips to make your guest management system flawless 🚀

Harnessing the power of effective guest management can truly transform the face of your business. As business owners, sometimes we can get so immersed in our product or service that we might overlook the guest experience. But fear not! Here are some top-notch strategies and tips to ensure your guest management game is on point:

• Train your staff regularly to ensure they're up to date with the latest customer service trends. Remember, your employees are the face of your brand and their interactions with guests can set the tone for their entire experience.
  Top tip: Read our blog on how to manage employees to know all the ins and outs to drive productivity and excellence in your business.
• Use technology smartly by leveraging tools and software designed for guest management. Whether it's a state-of-the-art booking platform, a CRM for tracking guest preferences, or even automated feedback collection tools, the right tech can increase efficiency by streamlining processes and offering invaluable insights.
• Address issues proactively. Mistakes will happen so don’t take them to heart. It's how you handle them that counts. Addressing issues head-on, apologising sincerely, and offering solutions can turn potentially negative experiences into opportunities to showcase your dedication to guest satisfaction.
  Top tip: Learn all about how to handle guest complaints to offer seamless customer service in your establishment.

Navigating the intricate maze of guest management can seem daunting, but with the right strategies, tools, and mindset, you can create an experience that resonates and keeps guests returning. As business leaders, your ultimate goal is to build connections that last, and managing your guests effectively is the bridge to those lasting relationships.