By: Chris Guimbellot, CEO & President, hihotels
During my recent travels in India, I was struck by the power of genuine human connections, even with complete strangers. One particularly memorable encounter was on a train from Agra to Jaipur. The train itself was not the most comfortable, but our experience was transformed when a young boy, separated from his parents, sat down next to us.
At first, we struggled to communicate, but my wife Susan and I quickly found ways to connect—sharing a game of tic-tac-toe on her phone and exchanging drawings. With the help of a fellow passenger, we were able to have a delightful conversation and learn about each other’s lives and interests.
At first, we struggled to communicate, but my wife Susan and I quickly found ways to connect—sharing a game of tic-tac-toe on her phone and exchanging drawings. With the help of a fellow passenger, we were able to have a delightful conversation and learn about each other’s lives and interests.
The joy and curiosity emanating from this young boy reminded me of the universal human need for connection. Even in a fleeting encounter, we were able to forge a meaningful bond that transcended language barriers. This experience highlights an important opportunity for hihotels—the power of empowering staff to engage with guests on a personal level, going beyond the typical transaction to create lasting impressions.
By training our teams to actively listen, ask open-ended questions, and genuinely connect with guests, we can foster an environment where every interaction is an opportunity to create a memorable experience. Something as simple as a warm conversation or a shared moment of delight can transform a guest’s stay and leave a lasting positive impression of the hihotels brand.
Find out simple ways to elevate the guest experience.