Yes. Most of the time, our guests inform us one day before or on the same day the package arrives. We usually put the package in their rooms. We do not charge any fee for receiving guests’ packages - no service-oriented hotel should charge anything for doing that. Keep in mind that the hotel business is all about service. We even bring packages to the post office for our guests without charging an additional fee. It is my personal goal to gain regular guests and to have them do word-of-mouth marketing for us. These tiny favors have a big impact on your hotel business.

Of course, you can start charging for accepting packages for your guests and bringing them to the post office. But, start thinking outside the box. How lovely is it to take care of for guests and to provide them more time to relax in your hotel or in the city. Guests who appreciate your service will talk about your service automatically. They will remember you. This is how you can create experiences they will never forget.

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You need to have a “connection” with the guest if you want to ask their help. I am not going to ask the first guest who is checking out early in the morning if they want to support my goals. I am patient and I wait for the right moment to ask. Sometimes I am waiting for weeks until I get to know a guest who is a perfect fit for a feedback-video.

When I start talking to a guest and realize that we are having a real conversation and are not just engaging in some small talk, I consider asking him sooner or later to be interview by me. Of course, the guest that you are going to ask to be in a feedback-video should have stayed in your hotel for at least two nights. In addition, he should be 100% satisfied with your services.

Having feedback videos on your website is a great way to convince people to make a reservation. They provide the audience an additional point of view of your hotel. Approximately more than 75% of hotel websites contain pictures of their rooms. But how many of these hotels offer feedback videos of their guests?

Feedback videos are authentic. They give the viewer a real opinion, which, most of the time, is responsible for the next step the viewer takes. In this case, the potential guest probably calls your hotel or makes a reservation without hesitation. The video convinced the viewer and dropped all doubts.

Furthermore, I need to mention that sitting together with a guest in front of a camera and asking him questions about a hotel’s services is just awesome! It is a lot of fun and long-lasting guest relationships are created immediately. I am remembering some of my last feedback videos right now—they have been really funny and successful.

If you are too shy to stand in front of a camera, then just record your guest and ask him questions while you are standing behind the camera. That is acceptable as well. Have in mind that viewers are curious and love to see the person in charge for taking the video as well (the manager).

If the viewer arrives at your hotel, then he would know you already to an extent. He wouldn’t feel like a total stranger to you and the place. Maybe he’ll even mention that he saw you in a video online. This is an opportunity to start a conversation and break the ice.

Hopefully, you can see where this is going. It is similar to a domino row. If you start to shove one piece, the next will follow automatically.

Thus, if you start to make your first feedback video and you post it on YouTube / a website, then the next big thing (possibly unexpected) will become reality.