Newsletter 5: Making Every Guest Count!

This week the BC Hotel Association announced a glimmer of positive progress. Only 37% stated they would not recall all staff compared to 50% in the June pulse check. It’s a slow but reassuring climb back. Currently, all hotels report operating with minimum staff levels. Across the board, the average occupancy is projected at 32% for the remainder of the year. The exception is downtown Vancouver which has much lower rates.

While we might never have dreamed of numbers this low coming out as positive news, it most certainly is because it’s a starting point. We know it will grow from here. We know the problem we need to solve is guest safety. We also know that how we treat these early adopters is everything! Here are 3 ways to make every guest count:

1. Keep guests and employees safe and healthy with even greater regard for new safety protocols so that we keep progressing through phase three. While health officials have given the green light to travel within Canada, now more than ever, guests need to be reminded not to let up on their rigor of hygiene and social distance. Leadership starts from within and if you exercise caution in your approach, guests will be more likely to follow suit.

2. Capitalize on in house revenue opportunities with a “buy it here” approach! In the past guests would venture out to local pubs and restaurants to dine and to shopping malls for those forgotten items. Here are a few reminders for your team to make every guest count:

   1. Buy it here because it’s safe! You and your team have worked hard to ensure every inch is spotless! That will appeal to guests who are faced with the uncertainty of other venues.

   2. Buy it here because you support the local community and their patronage will help get employees back to work. Every retail sale contributes to your bottom-line revenue and helps on the path to job recovery.

   3. Buy it here because you offer an exceptional guest experience. Offer products that surprise and delight such as romantic picnics, craft food and beverages made by local artisans, and movie night with popcorn and root beer floats!

3. Make every guest count because they will tell their friends, who will tell their friends, and so on! All eyes are those who are willing to travel as they share their experiences on social media.

While occupancy may be low this year, guests will never forget how you made them feel on their first trip during the pandemic. It’s a powerful testimony when you’ve helped guests feel safe, welcomed, and wowed!

Survey Says! Please help us help you! Please take 4 minutes to respond to a short survey.

At Concierge Connection our passion is helping the Canadian hotel industry stay the course and come back even stronger! From PPE products for your team and guest safety, to forging a path to profit recovery, we’re committed to doing all we can to help! Please take a few minutes to share insights on Food, Beverage and Essentials now and in the future.

We have a wide range of products that can be customized into a guest welcome kit, given to your team to keep surfaces and hands sanitized, or sold in your retail store to guests who need their own supply.