Translating guest information is perhaps something that has never occurred to you. Hoteliers know it is important to make sure that all their communication are effective and clearly understood by guests. But what if I tell you that more than 2 million Spanish tourists visited the UK in 2022, and their average spend per night was only £76. This figure is quite low given hotels are well known for upselling services to guests. What can be improved?
I’ve worked in several UK hotels, both on the front desk and in the reservations department. I’ve also stayed in hotels in Italy, Spain, and France as guest. All of these hotels were focused on offering excellent customer service and guest experience. But sometimes they forget to communicate this excellence.
Countless times, I’ve seen international guests struggle to explain their issues or needs. Even basics such as dialling 0 to contact the front desk were not explained to guests in their own language in their room.
And even on a couple of occasions in France and Italy – I don’t know much Italian or French – I decided not to eat at the hotel I was staying in, just because I wasn’t sure what was on the menu. – I didn’t understand, and I didn’t have the time to look online to find out the Spanish or English equivalent, so I decided to go somewhere else.
Translating guest information can help boost hotel’s revenue
If you’re looking to increase revenue in food and beverage or get more direct bookings – do not let your guests do what I did. Don’t force people to struggle to understand your guest information or spend time searching online. Your guests expect more! They are looking forward to trying your facilities, reading about the packages you offer, and information about the local area. Perhaps, this language barrier could be why Spanish tourists only spend £76 on average per night and maybe we can increase this figure.
Put yourself in your guest’s shoes
Imagine if you go to a hotel restaurant in France or Spain and you see the menu in the local languages, and not in English, how would you feel? First, disappointed and second, probably unsure and hesitant. You most likely would leave the hotel to go out and try your luck in a large chain restaurant.
Of course, it is just an example, unfortunately, a real one. But what I am trying to say is that if you have international guests coming, provide them with these simple details, and I can assure you that this will lead to a more pleasant experience, and they will spend more money in your hotel, which is the aim.
The key is to ensure the message is clear and correct, whether they are the directions to their lobby or something as detailed as the terms and conditions of their reservation. Translating guest information can create a more personalised customer experience, and their stay will be more pleasurable.
As a professional translator, I can help you reach a more diverse and global audience. Investing in translation services is not only just for your guests, but also for your hotel business too. So, if you would like to ensure your customers feel welcomed and looked after, consider taking the initiative to provide accurate and meaningful translations.
To learn more about hospitality industry translation and how I can help your business.