Vail Daily column: Guest service key to lodging industry success | VailDaily.com
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Vail Daily column: Guest service key to lodging industry success

As a local hotel operator in Vail, we are fortunate to have a great location that attracts guests to our happy Vail Valley, but what takes their experience to the next level and keeps them coming back again and again? Guest services is the key to create a great guest experience inside and out.

We generally talk about guest services in its most general terms: greeting our guests with a smile, identifying any issues ahead of time and addressing them or making sure their guest room is clean and ready. But when you break down what truly great guest services means to our visitor, the list is long and each item is just as important as the next to provide a wholly enjoyable visit.

Ensuring great guest experience

Making sure that our guests have a comfortable stay while inside the hotel is only half of what we need to provide in order to ensure a great guest experience. The other half is providing guests with great direction and guidance while in town. This includes first, providing maps of both villages and mountains so they can navigate their way through our beautiful town. Next we need to provide guests information on transportation, dining, outdoor activities, nightlife, entertainment and arts.

“Most guests are coming to town to take part in some form of outdoor adventure such as hiking, biking, Epic Discovery, golf, fly fishing and much more. With the additions of the new Epic Discovery at the top of Vail Mountain, families and individuals can participate in gondola rides, zip-lining, the alpine mountain coaster, climbing wall and the adventure course. Whether it’s a mountaintop thrill ride with Epic Discovery, a hike up Berry Picker or drive back to Piney Lake in search of a moose sighting, Vail provides an unforgettable experience for everyone.”

The transportation system in Vail is world class, with the town running free, year-round bus service. Vail is very much a walking town and for almost all guest activities walking, biking or the bus service will get you where you want to go. This is a great experience for the guest and allows them to take in all of the beauty that Vail has to offer.

Dining is an activity that almost all guests will be looking for and the options run the gamut from mountaintop to boutique village dining. It’s important to review the restaurant types in town with guests to direct them to a dining experience that fits their tastebuds and budget. It is hard to go wrong in town with all of the exceptional dining options.

Most guests are coming to town to take part in some form of outdoor adventure such as hiking, biking, Epic Discovery, golf, fly fishing and much more. With the additions of the new Epic Discovery at the top of Vail Mountain, families and individuals can participate in gondola rides, zip-lining, the alpine mountain coaster, climbing wall and the adventure course. Whether it’s a mountaintop thrill ride with Epic Discovery, a hike up Berry Picker or drive back to Piney Lake in search of a moose sighting, Vail provides an unforgettable experience for everyone.

As lodge operators it is easy to get bogged down in the everyday operations of budgets, staffing, forecasting and property maintenance. But in order to provide an unforgettable experience while in Vail we must provide a combination of lodging comfort and guidance while in town. Try and put yourself in a situation of your first time in Vail and help the guest truly understand all that the town has to offer. We are all ambassadors of Vail and giving the inside scoop on not only what is great about our lodging property but what the greater community has to offer creates an instant happy customer. They will remember the time you took to help make their visit the best it could be and that will resonate in their loyalty for future visits and spreading the word in their circles.

Stay informed

Providing a great lodging and town experience will always set us up for success.

Stay involved and stay informed. If you are not already receiving the Vail Chamber & Business Association’s weekly newsletter, then email us at info@vailchamber.org to start receiving it.

If you are interested in finding out more about the Vail Chamber & Business Association and what we have to offer to businesses in and that do business in Vail, then call 970-477-0075 or email us at info@vailchamber.org. Based in Vail Village, our office is located on the top of level of the Vail Transportation Center, so stop by and say hello.

Brian Butts is the general manager of the Evergreen Lodge at Vail. He is a Vail Chamber & Business Association Board Member.


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