A Guide To Becoming an Authentic and Successful host
This guide outlines the eight foundational elements to becoming a host who genuinely connects with their guests, local community and stakeholders. This guide is for the host or hotelier who desires to cultivate a long-lasting, memorable brand. Here are the essentials to help you offer an experience that resonates with travelers, keeps them coming back, and supports your local community.
1. Craft Your Brand Story
Why It’s Important: In hospitality, every brand tells a story, and your story is your foundation. A well-crafted brand story conveys your mission, values, and unique character.
Key Steps: Outline your inspiration, the history of your property and location, and what makes it unique. Share these elements through your website, social media, and in-person guest interactions.
Tip: Stay authentic! People connect deeply with genuine stories and memorable details that make your property feel unique.
2. Embrace Authentic Guest Connections
Why It’s Important: Guests seek authentic, personalized interactions that make them feel valued and at home.
Key Steps: Train your team to greet guests warmly, use names, remember preferences, and show a sincere interest in each guest’s stay.
Tip: Follow up after their first night to ensure they have everything they need. Simple, genuine acts like this can leave a lasting impression.
3. Focus on Thoughtful Design and Ambiance
Why It’s Important: The look and feel of your property shape the guest experience from the moment they arrive.
Key Steps: Sharing local art, comfortable furnishings, and ambient lighting to create an inviting atmosphere that reflects your brand's character. Share these details with your guests via notes or posters inside of your space, even inside the rooms.
Tip: Thoughtful design doesn’t have to be expensive. Simple touches like fresh flowers, cozy seating, and well-placed lighting can create a welcoming, memorable environment.
4. Curate Local Experiences
Why It’s Important: Guests are increasingly interested in immersing themselves in local culture and experiences. And as a local hospitality company, you have the opportunity to highlight and support local businesses by encouraging your guests to visit these spots.
Key Steps: Partner with local wellness businesses, artisans, chefs, and guides to offer unique experiences like immersive wellness classes, cooking classes, art workshops, or guided tours.
Tip: Showcase these experiences in your marketing and consider offering them as part of a special package.
5. Create a Seamless Digital Experience
Why It’s Important: A guest’s online experience often shapes their expectations of their stay. A smooth booking process and easy access to information can make or break a guest’s initial impression. Research indicates that approximately 81% of online travel bookings are abandoned before completion.
Key Steps: Ensure your website is user-friendly, with clear information about rooms, rates, and amenities. Make the booking process quick, simple, and mobile-friendly.
Tip: Include a chat function for quick questions, and set up automated confirmations and reminders to keep guests informed. One option is Asksuite, an AI chatbot specifically designed for the hospitality industry. They have been recognized as the 'Best Livechat & Chatbot' for five consecutive years at the HotelTechAwards.
6. Prioritize Cleanliness and Comfort
Why It’s Important: Cleanliness is a top priority for guests and sets the foundation for a comfortable stay.
Key Steps: Invest in your cleaning team. Consider budgeting so that they are able to earn a livable wage while in your employment, this will benefit your property and also support the local community. With a loyal and satisfied team, you will be able to offer guests an impeccable housekeeping experience. Investing in quality linens is also worthwhile, along with paying attention to details like in-room amenities, offering guests sustainable and healthy soaps, conditioner, body wash and shampoo and fresh scents.
Tip: Encourage feedback on comfort and cleanliness from guests. Simple surveys or check-ins via text or messaging while they are on their stay help you stay aware of what’s working and what needs improvement.
7. Build a Team Aligned with Your Brand Values
Why It’s Important: Your team is the face of your brand. Each staff member plays a role in creating an atmosphere that reflects your property’s values and hospitality standards.
Key Steps: Budgeting your property to pay your team members a livable, competitive wage will benefit your property’s health and establish your brand’s longevity. Hire people who genuinely care about guest experience, provide regular training, and encourage a positive team culture.
Tip: Empower your team to handle guest needs with flexibility and empathy. A motivated, aligned team creates a seamless and welcoming guest experience.
8. Gather and Use Guest Feedback to Improve
Why It’s Important: Feedback is a powerful tool for continuous improvement and helps you keep your finger on the pulse of guest satisfaction. 80% of guests check reviews before booking a stay.
Key Steps: Regularly ask guests for feedback during and after their stay. Actively monitor online reviews, and make improvements based on recurring suggestions. Schedule review and online management into your monthly marketing calendar.
Tip: Respond to all feedback, positive or negative, with appreciation. Showing that you value guest opinions enhances trust and shows you’re committed to a better experience. SMS review requests are an effective way to garner more reviews from your guests. Most guests are more likely to leave a review if they are texted a review request.
Final Thoughts
Mastering the art of hosting is about more than bookings—it’s about building a community of guests who feel valued, welcomed, and eager to return. By focusing on these eight pillars, you’ll create an experience that is both authentic and memorable, strengthening your brand and setting a new standard for meaningful hospitality.
