It is famous fact that selling to an old customer is far cheaper than obtaining a new customer. Increasingly hotels have realized this fact and they are now focussing more towards increasing client satisfaction and brand loyalty to retain Read More. In the world of online reviews, prospective guests can certainly evaluate and estimate the quality of services being offered by way of a particular hotel and hence it is imperative for hotels to execute extraordinarily well constantly. Moreover, give no chance for the guest to be unsatisfied with their stay experience with your hotel. Nice reviews ultimately cause attracting new clients with the credibility and brand image built during this process.
Usually do not give wrong expectations – Usually do not set guest hopes on stuff you cannot deliver. Like hotels should stop glorifying their budget hotels as luxury hotels. This practice does more damage than profit over time. Instead of over glorifying, hotels should excel and advertise what they are competent to deliver. They need to delight the customer at each and every service they offer in order that their guests spread positive word of mouth concerning the hotel on all review websites and remain loyal.
An easy tip can be to stay an underdog and provide services more than that you were supposed to.
The resort employees are the heart of the hotel and requires to stay motivated at all times. It’s only they who are the touch point to the guests. Therefore, it is actually necessary they be taught to handle unpleasant situations at all times even when the consumer is angry or makes unnecessary demands. Staff ought to be well aware about hotel’s policies and offering so they do not possess to make contact with manager for each and every small guest demand and supply a resolution immediately.
Staff needs to be empathetic and have a problem solving means for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors to make them feel special during the entire stay. Repeat visits explicitly imply that you will be doing something right these guests appreciate. The hotel should ensure that the service quality graph only goes higher. Repeat guests are like brand ambassadors to your hotel who spread positive recommendations both offline and internet based.
A simple tip may be to consider each of the loyal guests by their name and in case possible, by faces too, and welcome them warm-heartedly when they check out your hotel.
Hotels can nail customer satisfaction by continuous understanding guest expectations using their stay experiences. The medium could be as simple as being a short feedback form whenever they check out or even a survey over e-mail. From your input, the guests provide, if they praise or complain concerning your hotel, the better your accommodation gets to learn about their guests’ preferences. Hence better is the caliber of services they are able to provide.
For this reason guests should be encouraged to post and share reviews, write testimonials, give feedback and suggestions on review websites and also brand website. As this will help hoteliers to meet customer expectations to some greater extent.
Revenue Managers and other hotel staff should also ask their guests dvcnda stick to the brand on social media in order to remain updated about the latest offers and discounts.
When the guests have looked at, hotels should take initiative to remain in touch with their guests, inquiring them with regards to their stay as well as ask them what else they will likely prefer to add on the existing services of the hotel, etc. Engaging past customers amplifies the chances of them visiting again.
Hotel can remain in contact with past customers through SMS and emails letting them know about new facilities, food menu, new festivals and exclusive offers etc. However, that not at all means that they bombard mails every next day that may instead irritate and force these to unsubscribe. Additionally, hoteliers must also ensure that the offers are reasonable and never have irrelevant terms & conditions and are really easy to avail.
Hotel business can be very rewarding and profitable if run with empathy and efforts. Hotels should be easily capable of adapt to changing customer’s demand and continually enhance their services and offerings. Proper staff training can start to play a key role in ensuring promising guest experience. Incorporating latest tech in hotel industry like revenue management software, Online Reputation Management (ORM) tool in conjunction with a guest review collection can further help hotels to earn more revenues and maintain scintillating brand image concurrently.