Understanding Your Guests (For Real)

Understanding Your Guests

If we want to create better guest experiences, we need to start with one simple thing: actually understanding our guests. Not just in a generic way, but by paying close attention to who they are, what they value, and what they’re really here for.

That might sound obvious, but it often gets lost in the busyness of day-to-day operations. The best place to start is with the data you already have — booking patterns, feedback, repeat visits, preferences noted by the team. When you connect the dots, patterns emerge. You start to spot the early check-in crowd, the weekend couples, the return business travellers. And once you know who’s walking through your doors, you can tailor the experience accordingly.

Good tech helps. A solid PMS/POS/CRM system, for example, can make all the difference — not just in remembering names, but in proactively shaping experiences and sending offers that actually resonate.

Make That First Impression Count

First impressions are everything. It’s the vibe guests feel when they walk in, how they’re greeted, how smooth check-in is. It's your welcome, not your Wi-Fi password, that sets the tone.

I’ve seen it time and again — places that get this right train their teams to be warm, human, and present. Not robotic. Names are remembered. Coffee preferences too. Problems are solved on the spot.

If you’ve got tech-savvy guests, digital check-in can be a great addition. But no matter the method, the real goal is to make guests feel seen, not processed.

Comfort Is in the Details

A great room isn’t just clean and functional — it should feel like someone’s genuinely thought about you before you walked in.

It could be the usual suspects: good linen, soft lighting, a quiet fan that actually works. But what really sticks with people are the small, personal touches. A handwritten note. A quirky message written on the bathroom mirror. A local treat on the bedside table. Something that makes them smile and think, “Well, that’s a bit special.”

It doesn’t have to be big or expensive. But it should feel human. And when it does, guests don’t just feel comfortable — they feel cared for.

The Power of a Good Meal

Food leaves a lasting impression. A well-executed breakfast or a locally-inspired dinner can become a highlight of someone’s stay. Menus don’t need to be flashy. But they do need to make sense for your guests — and for your team. I’m a big believer in local produce, strong suppliers, and dishes that connect with your place and your people.

The setting matters too: light, music, flow. A thoughtful dining space invites people to linger. And when you’re ready for the next step, themed nights or special pairings can create that extra bit of magic.

Personalization and Attention to Detail

Great service is personal. It’s remembering that someone stayed with you last year. It’s a handwritten card for an anniversary. It’s recommending a local walk because you overheard them mention they love being outdoors.

These details don’t need to cost much. But they do require a team that cares and a culture that encourages listening.

Feedback Is a Gift — Use It

If you’re not regularly asking guests what they think, you’re missing out on one of your best growth tools. Feedback helps you fix what’s not working and double down on what is.

Surveys are useful, but so are conversations. Encourage your team to ask: “How was your stay?” — and really listen to the answer.

Then act on what you learn. When guests see their input lead to change, they feel like they matter. And that feeling? That’s what brings them back.

If you’d like help training your team to think this way and spot those little guest moments — get in touch. That’s what we’re here for.