Post-COVID, personal touch does not require physical touch. Once, guests were greeted with a handshake and a chocolate on their pillow. Now they receive a masked and distanced check-in. Covid has increased digitisation, social distancing and cleaning practices, so it is important to maintain that personal touch to make the hotel experience memorable.
Personal touch may start from before the guest even arrives to respecting a customer's desire for their room to not be cleaned during their stay for extra social distancing.
Some hotels send out Google routes from the guests home address to their hotel. Or, you might want to ask guests in advance what they like to do or would like to do during their stay so you can forward them an events calendar for the duration of their visit. Shangri-La Hotel in Toronto features an iPad in every room which provides access to all hotel services such as room service, information from the concierge, arranging spa treatments and viewing restaurant menus.
Personal touches might include being aware of your guests' circumstances. Are they there for a special occasion? Do they have special dietary requirements? Are they attending a wedding and need their shirts ironed perhaps?
Your personal touches do not need to be pre-planned. Train staff to observe and be attentive to guests' needs so they can step up, whether it's for help up the stairs or a last-minute birthday card.
Are your guests looking for a gift to take back to their loved ones? What do you do, have or use that is unique and reflects your brand? Gifts made by a local artist or craftsman or branded toiletries are excellent ideas. The Ritz Carlton Kuala Lumpur embroiders guest pillowcases with their initials which they can take home.
Do your guests want to be reminded of their visit after they return home? What parting gift could you give as a little memento? Mandarin Oriental in Hong Kong gifts departing guests a voucher they can redeem at the airport. One customer received a room spray that was the same scent used at the hotel.
If all else fails, a simple hand-written thank you note after their stay will keep you in their minds for their next visit or when recommending to friends and family.
