A short transcript excerpt from Mark Simpson advising home hosts on delivering personalized hospitality to secure direct bookings and differentiate from corporate accommodations. He gives a practical example: identifying guest PA/referrers and creating small personalized touches (e.g., a birthday surprise) to boost guest satisfaction and loyalty.
If you can get the PA the person who's in charge of sending people to your town you're sorted. You literally got direct bookings for how long you want it as long as you give that guest a good experience. If it's a leisure and they go oh yes we're coming to the area it's my son's you know 8th birthday they really want to go to X, Y and Z then you can make the little mental note and on arrival you can you know arrange with your housekeeping team or you can even just pop into the property and just put little something in for the 8th year old birthday whatever it may be Pokemon cards or whatever it is and that will just mean so much to the guests that you've gone out the way you can provide that personal bit of touch that the big corporates won't do and this is why people come and stay with hosts like you because again you're providing that little bit something extra so.
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