How do we make a guest's experience, exceptional?
As business owners, we put a lot of thought into making our guests’ experience the absolute best possible. We may think that think that we are doing everything we can do. But sometimes it’s worth taking a step back and asking ourselves, what really defines a guest experience, and how do we make it even better?
The truth is, an exceptional experience can make or break a stay or a loyal customer for life. Today’s traveler is deal-seeking, tech-savvy, has more buying power than ever and wants an memorable experience. Going above and beyond to provide an exceptional experience is critical to standing out from the competition and increasing those all-important repeat bookings.
And who better to talk to about guest experience than the award-winning concierge Sarah Dandashy?
Sarah is full of sunshine, southern hospitality, and a crazy passion for the hospitality industry (Her book, Hospitality From Within). A known subject matter expert and consultant, she shares with us ideas, tried and tested strategies, and things we can do to improve our guest's experience, guest satisfaction and simultaneously increase our bottom line.
Sarah Dandashy is a verified travel expert, best-selling author, and TV personality with over 18 years of luxury hotel experience. Sought out for her travel tips, advice, and knowledge of trends from the “frontlines of travel," Sarah pivoted her career from being an award-winning concierge to traveling the globe working with some of the leading brands in the travel industry. Follow her on social media under her brand, "Ask A Concierge," or catch her on the news breaking down the latest in the travel on ABC, CBS, NBC, FOX, or Chedder News. Sarah has been featured in numerous publications from the New York Times, Nerdwallet, Business Insider, USNews, Reader's Digest, and Thrillist, and she is the author of the # 1 Best Selling Book on Amazon, Hospitality From Within.
We got a lot of valuable takeaways from this episode and I am excited to share it with you!
Topics we cover in this week's episode:
The fundamentals of creating a great guest experience.
The role of technology in creating a great guest experience.
How to empower your employees to deliver a great experience.
How to engage with your guests pre-arrival and post-departure.
📋 Chapters!
00:00 The Formula For Great Customer Experience: Creating WOW Moments
01:18 Intro to Sarah Dandashy and her experience.
04:01 Sarah’s book - Hospitality From Within.
07:22 What is the process of writing a book about hospitality?
12:17 Learning from people that have done it before.
13:36 How hospitality has changed over the years
15:26 How do you lead a team in hospitality?
16:47 What makes for a successful concierge team?
20:23 How do you measure guest satisfaction?
25:20 How to encourage a relationship and build a feedback loop with your guest.
26:55 How to build guest profiles by collecting data.
28:48 How to implement the right technologies.
35:25 How to get Sarah’s book-Hospitality From Within.
Show Links
Facebook: https://www.facebook.com/AskAConcierge/
Twitter: https://twitter.com/askaconcierge
Instagram: https://www.instagram.com/askaconcierge/
Youtube: https://www.youtube.com/askaconciergetv
LinkedIn: https://www.linkedin.com/in/sarahdandashy/
Website: www.askaconcierge.tv
#shorttermrentals #guestexperience #bookdirect
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