It is famous fact that selling to White Pages is significantly cheaper than getting a new customer. Increasingly hotels have realized this fact and are now focussing more towards increasing customer satisfaction and brand loyalty to retain existing customers. In the world of online reviews, future guests can easily evaluate and estimate the standard of services offered by a particular hotel and hence it is imperative for hotels to do extraordinarily well at all times. Moreover, give no chance for the guest to be unsatisfied with their stay experience with your hotel. Nice reviews ultimately cause attracting new customers with the credibility and brand image built along the way.
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 in the long run. Instead of over glorifying, hotels should excel and advertise what they are capable to deliver. They need to delight the customer at every service they provide in order that their guests spread positive word of mouth regarding the hotel on all review websites and remain loyal.
A fairly easy tip may be to keep an underdog and present services greater than that you were supposed to.
Your accommodation staff is the center of the hotel and desires to stay motivated at all times. It’s only they that are the touch point out the guests. Therefore, it is actually necessary that they be trained to handle unpleasant situations at all times even when the client is angry or makes unnecessary demands. Staff should be knowledgeable about hotel’s policies and offering to make sure they do not have get in touch with manager for every small guest demand and provide a resolution immediately.
Staff has to be empathetic and also a problem solving means for customer grievances.
Hotels will be able to recognize repeat guests and regular visitors to make them feel special throughout the entire stay. Repeat visits explicitly imply that you will be doing something right these guests appreciate. Your accommodation should be sure that the service quality graph only goes higher. Repeat guests are just like brand ambassadors to your hotel who spread positive word of mouth both offline and online.
A simple tip could be to consider all of the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly every time they take a look at your hotel.
Hotels can nail customer satisfaction by continuous learning about guest expectations from their stay experiences. The medium could be as simple as being a short feedback form when they check out or a survey over e-mail. From the input, the guests provide, whether they praise or complain about your hotel, the better the hotel gets to discover their guests’ preferences. Hence better is the caliber of services they are able to provide.
This is why guests should be motivated to post and share reviews, write testimonials, give feedback and suggestions on review websites and also brand website. As this will assist hoteliers to satisfy customer expectations to a greater extent.
Revenue Managers and other hotel staff should also ask their guests to adhere to the brand on social media marketing to enable them to remain updated about the latest offers and discounts.
When the guests have examined, hotels should take initiative to stay in contact with their guests, inquiring them regarding their stay and also inquire further what else they are going to want to add on the existing services of vkvsri hotel, etc. Engaging past customers amplifies the probability of them visiting again.
Hotel can remain in touch with past customers through SMS and emails letting them know about new facilities, food menu, new festivals and exclusive offers etc. However, that certainly not means that they bombard mails every next day that may instead irritate and force those to unsubscribe. Additionally, hoteliers must also ensure that the offers are reasonable and you should not have irrelevant terms & conditions and are easy to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels needs to be easily in a position to conform to changing customer’s demand and continually improve their services and offerings. Proper staff training can enjoy an important 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 keep scintillating brand image at the same time.