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When I first stepped into my role as a hotelier, my fresh perspective felt much closer to that of a guest than an operator. This turned out to be a huge advantage—I could easily spot where improvements could enhance The Bliss’ guest experience journey.
It was such an eye-opener for me that I turned it into both a staff perk and a training opportunity. Twice a year, my team stayed overnight at The Bliss to experience it exactly as our guests would.
This hands-on approach helped them see through the eyes of a guest, sparking insights and ideas for how we could make each stay even better.
How I created a Blissful guest experience
Pre-Stay: Setting the Tone
I learned early on that reaching out to guests before their stay makes a big difference. At The Bliss, nestled in a car-free city center, I ensured guests had clear details about parking options and directions upfront—small gestures like these showed we cared and were always appreciated.
Arrival: First Impressions Matter
The first 10 minutes after a guest arrives are everything. At The Bliss, every arrival was treated like a homecoming. We greeted guests with warm smiles that said, we’re so glad you’re finally here.
Every detail mattered. The staff, dressed sharply in their tuxedos, radiated professionalism, while the pristine reception area reflected our pride in the space. Guests stepped into a hallway illuminated with a dazzling chandelier—a touch of elegance that whispered, you’ve arrived somewhere special.
The reception at The Bliss – where the chandelier’s glow welcomes every guest with timeless elegance.
Checking-In: No Fuss
I used to cringe watching guests juggle their welcome drinks while trying to fill out those tedious registration forms. It felt awkward for them and far from the smooth welcome I wanted to create.
Later, online check-in changed everything. With the paperwork handled ahead of time, I could focus on warmly greeting guests, taking a moment to connect and learn about their journey, offering a drink, and walking them to their rooms.
Stay: Thoughtful Details
At The Bliss, the ‘honesty bar’ became a guest favorite. Stocked with a premium selection of unique drinks, it offered a communal space where guests could unwind—and sometimes even chat in their gowns! It was all part of the homey-luxe atmosphere I aimed to create, and it worked beautifully.
Cultural preferences mattered too. For instance, many of my guests from Asia valued having tea kettles in their rooms—a small detail that made a big difference in how at home they felt.
Mornings were just as thoughtful. Staff greeted guests warmly and guided them to the breakfast room. My philosophy? A breakfast buffet doesn’t have to be big—it just has to be good. And at The Bliss, it always was.
A delightful start to the day at The Bliss – a breakfast buffet of creamy yogurt, crunchy muesli, and vibrant fruit salad awaits.
Post-Stay: Feedback and Incentive
A couple of hours after guests checked out, I always followed up with a warm email thanking them for their stay and asking for their feedback. To encourage reviews, I included a coupon code for a discount on their next direct booking—a little incentive that worked wonders. It was a win-win: I gained valuable reviews, and guests got a reason to return.
One thing I quickly realised is that the impression you leave on guests doesn’t start when they walk through your doors—it begins long before that and lingers long after.
