How to… deliver the best of British hospitality

P&G professional and the bha have collated advice from independent operators on how to deliver the ultimate guest experience

With the focus firmly on Britain last year, the hospitality industry and Olympic games makers ensured that visitors and the watching world were treated to the very best possible welcome.

While G4S is counting the cost, the rest of the country can look back on a a successful year that has positioned the UK as a top destination for potential tourists.
To help maintain the momentum P&G Professional in partnership with the British Hospitality Association (BHA) conducted a national search for the ‘Best of British Hospitality', looking for independent operators to offer advice on how to set the bar high and deliver the ultimate guest experience. We sum up some of the advice…

Five ways to deliver memorable guest experiences

1It's all personal Hospitality owners were unanimous in their view that operators don't have to go overboard investing in expensive refurbishments to impress their guests. Most of the time, customers look for that personal touch that makes them feel unique and makes a visit memorable, such as free canapés for Christmas, remembering guests' names, decorating their dessert on a special occasion or offering detailed information about nearby tourist sites.

2Think laterally In an industry where everyone is trying to go the extra mile to attract more clients, one innovative bar owner went above and beyond making sure his customers were happy. Aware that clients were frustrated about picking up mail from a collection centre after a long day at work, the operator allowed it to be delivered directly to the pub. This not only allowed the operator to introduce new services to his customers but also made them feel at home. Creating a community feeling and showing customers they are valued and understood means great experiences and more business.

4Working with neighbours In today's competitive environment, it may be worth collaborating with other businesses to provide guests with a complete package.
One of the competition entrants was located in a university and needed extra help whenever clients wanted to organise big events. They saw this as a chance to help students out so they worked closely with a student's staffing agency to accommodate all client needs. Since the clients in question also wanted to create opportunities for students, this relationship has helped secure more business.

5Gather insight at every point Before working in hospitality, one of the competition winners ran a bingo establishment and used his time to listen to tourists talking about their accommodation. After building up his knowledge in this area, he and his partner went on to start their own B&B. Bearing in mind the feedback from the tourists, they concentrated on providing excellent food. The initiative has resulted in excellent feedback from guests and positive online reviews.