Hailey Toch

About Hailey Toch

Hailey Toch is a hospitality professional who holds over ten years of industry experience. Hailey first began her career journey in college, where she worked in entry-level positions before rising the ranks to management. Over the course of Ms. Toch’s career, she has served at several major hotel chains in metro areas such as Chicago, Los Angeles, and New York. Hailey specializes in overseeing daily operations, building strong teams, and refining ways for hotel brands to show their commitment to the guest experience.

Hailey has become known as a hospitality professional who understands the importance of leading by example and always striving to empower her teams to achieve success. Hailey’s career has been underlined by a penchant for recognizing how hotel chains can stand out among the crowd and truly connect with guests. To colleagues, Hailey is acknowledged for her excellent people skills, willingness to teach, and extensive understanding of all of the moving parts involved in the hotel management process.

Defining High-Quality Hospitality Experiences

Through her career in hospitality, Hailey Toch has spent a great deal of time defining what exactly makes for great hospitality experiences. While we all know it when we see it, the truth is that there are dozens of factors to consider that set great locations apart from less desirable ones.

Hailey acknowledges how working to define great guests experiences is essential as the industry continues to adapt to the diverse needs of clientele. With this in mind, below are a few insights provided by Hailey on qualities that play a key role in making guests feel great about their visit.

Kind, Knowledgeable Staff

Hotel staff members should be fully trained in providing excellent customer service. After all, staff are often the first feature of a hotel that you notice and interact with. A bad first impression from the front desk can put guests on guard for the rest of the experience, which is why it is so crucial for a hotel to have personable, friendly staff.

At the best hotels, you can expect to find staff that are kind, empathetic, and knowledgeable of the various components that make for a quality guest experience. Making guests feel comfortable and important is key to building a positive rapport, and Hailey Toch mentions that high-quality staff will have a proactive approach to guest services. Anticipating requests, responding to questions to the best of one’s ability, and ultimately doing whatever possible to ensure that guests’ needs are met.

Cleanly Environment

We all know that we are not the first person to step foot in our hotel room, but guests do want to feel as though they are by being greeted with a clean space. Hotels interested in refining the guest experience should, therefore, consider the first impression that the cleanliness of their lobby, rooms, and facilities leave. Hailey Toch upholds that high cleanliness standards start by creating a culture where the importance of tidiness is recognized. Housekeepers and janitorial staff should be empowered to make the most of their cleaning time and given the tools to do so quickly and effectively.

Well-Equipped, Comfortable Rooms

The rooms are the reason why guests visit hotels in the first place, so it goes without saying that they should be held to the standards that we have come to expect. A comfortable, clean bed is a given, but there are certainly other factors that tend to be important to guests as well. A functional television, appliances such as microwaves, coffee makers, and irons, and additional places to sit can ensure that guests feel comfortable in their temporary space. Hailey notes that many of the best hotels have a distinctive, luxury feel that is made possible through good lighting, quality décor, and features that help guests get more settled in.

High-Quality Services and Amenities

In the current hospitality landscape, many guests have come to prefer accommodations that provide access to high-quality amenities. This makes sense from several perspectives. For example, guests who do not travel or stay at hotels often feel especially classy when their hotel boasts a gym, complimentary services, etc. Guests who do travel often for business or pleasure may enjoy amenities because they provide access to things that help them keep up with their routine.

On-site services and amenities may include 24-hour fitness centers, social lobbies, referral services, laundry, and room service, but there are others as well. Whether you are trying to make your stay feel extra special or simply want to wash some clothes without venturing to the local laundry mat, having quality services and amenities on-site really shows a commitment to convenience that is key for creating positive guest experiences.

Excellent Conflict Resolution

We head out on trips hoping that everything will go our way, but conflict can happen even at the best hotels. The best of the best have a defined, effective strategy for handling conflict resolution that empowers its teams to adapt, maintain positive relationships with guests, and promptly work towards solutions. Hailey Toch finds that many conflicts in hospitality are bred from misunderstanding and that it is always a good idea to display good listening skills, show that you understand the situation, and walk guests through how the issue can be resolved.