🍍 Personalized service doesn't have to be complicated

Providing exceptional, personalized experience can take place within any type of hotel, from economy to luxury, Remington Hotels SVP of F&B Richard Garcia believes.

“A lot of people think personalizing service means customizing an entire stay. But providing a personal experience can be as simple as using a guest’s name.”

Technology can help here.

“If we have a return guest that takes a Dr Pepper out of the pantry, a CRM (Customer Relationship Management system) can make note of that. The next time they come back, rather than the guest having to ask for it, you can proactively offer that can of Dr Pepper.”

Guest expectations for service increases as you go up the chain scale.

“At full-service properties, we may write a personal note from the general manager, and the service we provide only goes up from there.”

What can personalized service look like at your property? How does it stand out from your competitors?