As tourists gear up for the first full year of uninterrupted travel (fingers crossed) new and existing hotels across Australia are taking a good look at their customer experiences. In today’s world, customers have a choice and stand out hotels need to create experiences that are competitive.
One way to stand out from the rest, is to provide the best first impressions. Within the first seven seconds, people will have a solid impression — and some research suggests a tenth of a second is all it takes* to start the cognitive assessment of any situation. Given, there are only seconds to make a good impression, hotels need to create the best front-of-house experience, including valet parking – which is often the customer’s first physical encounter with the hotel.
That’s why we never let a team member be customer-facing until they are extensively trained at the First Class Valet Academy. We hire people that love people, and see the value of good customer service. However, high-quality service needs to be effortless. So, we ensure every team member is trained in every aspect. After all, you only have one chance to create an excellent first impression!
Customers value and rate hotels based on experience. An Expedia** study found that in 72% of cases, travellers will choose a hotel with a higher guest review score over one with a brand name or a lower price. For example, guests would pay 35% more for a hotel with a score of 4.4 than a hotel with a score of 3.9. That’s why hotel chains and independent hotels should invest in experiences that matter.
For example, the First Class Valet technology makes the experience seamless, quick and convenient. When valet customers check in they provide their phone numbers which allows the valet team to generate a SMS ticket sent directly to their phone immediately. A car condition report is captured instantly and stored on the cloud. Total check in time takes less than two mines and customers can enter where they want to go with ease, knowing their car is being looked after. The primary motivation to use valet parking is to save time and hassle for the customer, and encourage their return. So the seamless check-in and check out process is imperative to that experience. Our team aims to create a friendly, professional, convenient and relaxing customer experience.
When the customer wants to return to their vehicle they text, and we text back when their car is ready and waiting. Receipts and paperwork are quickly cross-checked and the customer departs with an exceptional experience.
Robert Horton, Managing Director of First Class Valet says “We team our customer focussed people with our superior technology to provide experiences that make a difference to a customer’s day. In today’s world, customers expect a certain high-quality level especially in hotels so we aim to deliver exemplary service at every single touchpoint.”
First Class Valet partners with many hotels, airports and event venues to offer everything from contracted full valet and concierge services, to bespoke training packages or standalone technology usage. Call the First Class Valet team today to learn how they can help you achieve the best valet and concierge service offerings.
*How Many Seconds to a First Impression?, Association of Psychological Science, 2006
**What Travelers Want, Expedia 2021
