Making a Great First Impression: Tips for the Travel and Tourism Sector

The key to success in the Hospitality and Tourism sector is all in the name: hospitality will not only attract new travellers and tourists, it's what encourages previous guests and customers to return. The idea is to create a welcoming and warm atmosphere for the guest, giving her the impression that your establishment is a home away from home.

Whether you manage an airline company, a hotel, or a passenger train, there are some common guidelines that you can follow to ensure that your clients always leave feeling satisfied and fulfilled by the service which you provide. Here are a few tips that I've compiled from experience and feedback from Mystery Shoppers and clients within the hospitality and tourism sector:

1. A warm, sincere greeting should be done at the very first encounter with the guest.
2. Check on guests to ensure that they are comfortable and their needs are being met.
3. Remain attentive to the guest's needs, without being obtrusive.
4. It's always nice when staff mention local attractions or offer suggestions for a guest's stay.
5. Remember to thank guests specifically for using your service or choosing your business.

While it may be easy for a customer to remember an instance of poor customer service, they are equally, if not more, likely to remember an exceptional experience. Businesses should aim to exceed the customer's expectations, not merely meet it, to leave a memorable impression.