The experience your guests have in your hotel is everything. Their guest experience, whether positive or negative, will determine whether they are a one-time or repeat customer.
It’s well-known that you can improve the guest experience through the senses. using design, lighting, decor, and even scent. But smart hoteliers know that their background music deserves just as much attention.
Music is a powerful tool to engage customers and shape the experience they have in various hotel spaces. And the right music can boost profits and build your brand identity too.
We’ve already explored the best tech to improve guest satisfaction. Here are five ways you can use your music to elevate the guest experience too:
1. Use music as an extension of your brand
Music is another touch point with the customer and another piece of the branding puzzle. It communicates your hotel’s values and can unify your brand across multiple hotel locations.
This is something Amanda, the Food and Beverage Director at the Hyatt Andaz London knows all too well:
“We don’t only use music to create ambiance in our lobby or public areas, but we really use it to emphasise concept. So when we have very different concepts in food and beverage, we make sure to also have different music profiles that enhance the experience of the guest.”
2. Tailor music to different atmospheres
Different atmospheres require different types of music. Your soundtrack for the spa isn’t going to translate well in the wine lounge. And those Sunday brunch playlists probably won’t cut it come Friday happy hour.
That’s why it’s a smart idea to schedule music to various zones and trading patterns. You can even plan your music ahead of time for special events and big group bookings.
That’s something Jen Needleman, Head of Entertainment, Events, and Partnerships at Harbour Hotels has found helpful. “It’s hugely important for all elements of ambiance to work together. From furniture to lighting, and of course – music. Music defines the personality of a social space.”
3. Let guests personalise their music
Customers expect a personalised experience and music is a great way to provide this for them. Let them choose their music in their rooms or even in shared venues, like the hotel bar.
Repeat guests could even have their favourite playlists lined up and ready to go. Guests could also request their favourite genres or playlists upon booking.
4. Try to reflect local culture
Music is a great way to highlight the unique local culture and community where your hotel is located. Use local artists to showcase homegrown talent and bring a sense of discovery inside the walls of your hotel.
At the Harbour Hotel Bristol Gold Bar, they sprinkle Bristolian trip-hop into the mix! And at the Hyatt Centric Madrid, they soundtrack their Red Tree Art exhibition with songs from local musicians.
5. Be adaptive
You know all too well that in the hospitality industry, things can change at the drop of a hat. A rowdy sports team shows up at the bar or a large booking arrives in the brasserie for lunch.
In these unanticipated moments, changing the music is a fast and effective way to shift the atmosphere and match the energy level in the room. Have playlists on standby for these types of occasions. Using a solution like Ambie will allow you to switch your music on the fly.
“You can never tell who’s going to walk through the door. If something changes in a venue, you need a backup playlist that will keep the mood upbeat. When I first came on with Ambie, I asked if I could have a playlist prepared for if my room suddenly filled with drinking groups of 20, 30 to 60 people. Being able to react like that when a large group comes through makes a massive difference.” Samoli, Manager of Eastway Brasserie and 1901 wine lounge, Andaz London
Is music adding to your guest experience? Ambie can help. We curate music for leading hotel brands like Hilton Hotels, The Andaz and The Montcalm that resonates with guests and reflects their brand identity. See what we could do for your hotel by requesting your free music sampler.
