Mark Simpson discusses strategies for turning guests into 'super fans' by enhancing the guest experience. He highlights meet-and-greet interactions as a common tactic but notes they can feel awkward and sometimes intrude on guests who just want to relax after travel.
There's so much chances to get extra revenue or a recommendation or a referral right from the off. And it's been thinking of, well, what else can we do to make sure that the guest has an amazing stay and that they will become super fans? And a lot of people do the meet and greet, which is good. But I find that meet and greets can all, or sometimes can be a bit awkward. I know, personally speaking, when I've checked into a place and there's been a meet and greet nine out of 10 times, I've just wanted them to get out of there because I've just driven for a long time. While we've traveled for a long time. We've got the kids doing all of the things. I just want to sit down, I want to get unpacked.
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