How to turn hotel staff into effective local ambassadors?
Learn how to train your hotel staff to become knowledgeable and enthusiastic local ambassadors, enhancing guest experience.
DolceVita Team
To turn hotel staff into effective local ambassadors, you need to provide them with structured training on local attractions and culture, encourage them to share personal insights, and equip them with useful resources. This approach helps staff connect with guests more deeply, offering authentic recommendations that improve the overall stay at your independent or family-run seasonal hotel. When your team understands and loves the local area, they naturally become better at promoting it to guests.
Knowing Your Local Offerings
The first step is to identify the key local attractions and experiences that are most relevant to your guests. Think about what brings people to your area. Is it historical sites, natural beauty, culinary experiences, or perhaps specific events? Create a comprehensive list that includes more than just the obvious tourist spots. Include hidden gems, local markets, charming cafes, and unique activities that offer a true taste of the region. Consider different guest profiles: families, couples, solo travellers, and business visitors. What would each group appreciate? Understanding this helps you tailor recommendations and ensures your staff can cater to diverse interests.
Developing a Training Programme
Once you have identified the key local offerings, develop a concise training module on local history, culture, and these hidden gems. This module should be easy to understand and engaging. It is not about memorising dates, but about understanding the stories and significance behind places. You could invite local historians, artists, or chefs to give short talks. Arrange familiarisation trips for your staff to these locations. Experiencing them firsthand is far more effective than just reading about them. Encourage staff to ask questions and discuss what they find interesting. This internal conversation helps them internalise the information and makes their recommendations more genuine.
Encouraging Personal Recommendations
Beyond formal training, encourage staff to share their personal recommendations and favourite local spots. A recommendation given with personal enthusiasm is far more impactful than a generic one. For example, a receptionist might suggest a specific trattoria because it serves good food and because it is where their family goes for Sunday lunch and they love the atmosphere. This personal touch creates a connection with guests and makes their experience feel more authentic. Create a platform, perhaps a staff notice board or a brief daily meeting, where team members can share new discoveries or positive guest feedback about their recommendations. This fosters a culture of sharing and continuous learning among the team.
Providing Essential Resources
To support your staff in their ambassadorial role, provide them with practical resources. This includes up-to-date maps, brochures from local attractions, and contact information for local businesses such as restaurants, tour operators, and transport services. Ensure these resources are easily accessible at the front desk and other guest-facing areas. Consider creating a digital folder on your internal system with links to official websites, opening hours, and booking procedures for key attractions. This ensures staff can quickly find accurate information and help guests with bookings or detailed enquiries. Regularly review and update these resources to keep them current, especially in seasonal hotels where offerings might change.
Recognising and Rewarding Excellence
Finally, recognise and reward staff who excel at providing local insights and enhancing the guest experience. This can be through simple acknowledgements in team meetings, a 'local expert' badge, or small incentives. Guest feedback is a valuable tool here; if a guest specifically praises a staff member for an excellent recommendation, make sure that recognition is passed on. This reinforces the value of their efforts and motivates others to become more engaged. Acknowledging staff contributions creates a positive environment where everyone feels their efforts are appreciated and encourages a continuous drive to improve guest satisfaction through local expertise.
To implement effective training for your team, consider DolceVita staff training. This service is available in two ways: at your hotel, one person at a time, during service or online, from €275 per person; or online, for your whole team at once, through the DolceVita Online Academy, offering twelve months of library access for the whole hotel, €1,250 a year for up to 25 people, €2,500 for up to 75, or €5,000 for up to 150.