It is famous simple fact that selling to an old customer is far cheaper than getting a new customer. Increasingly hotels have realized this fact and they are now focussing more towards increasing customer satisfaction and brand loyalty to retain existing customers. In the world of online reviews, prospective guests can simply evaluate and estimate the caliber of services offered by a particular hotel and hence it is imperative for hotels to perform extraordinarily well constantly. Moreover, give no chance for the guest to get unsatisfied with their stay experience in your hotel. Nice reviews ultimately lead to attracting new customers with the credibility and brand image built in the process.
Do not give wrong expectations – Tend not to set guest hopes on things you cannot deliver. Like hotels should stop glorifying their budget hotels as luxury hotels. This practice does more damage than profit over time. Rather than over glorifying, hotels should excel and advertise what they are capable to deliver. They ought to delight the consumer at each and every service they supply so that their guests spread positive word of mouth about the hotel on all review websites and remain loyal.
An easy tip could be to keep an underdog and present CEO Hospitality Soul greater than you were anticipated to.
The resort staff is the center of any hotel and desires to keep motivated at all times. It’s only they who definitely are the touch point out the guests. Therefore, it really is necessary which they be taught to handle unpleasant situations all the time even if the customer is angry or makes unnecessary demands. Staff ought to be knowledgeable about hotel’s policies and offering to make sure they do not have get in touch with manager for each and every small guest demand and supply a resolution immediately.
Staff must be empathetic and also a problem solving means for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors to make them feel special through the entire stay. Repeat visits explicitly imply that you are currently doing something right that 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 recommendations both offline and online.
A quick tip may be to consider each of the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly when they take a look at your hotel.
Hotels can nail customer care by continuous learning about guest expectations off their stay experiences. The medium could be as simple as being a short feedback form whenever they have a look at or perhaps a survey over e-mail. From your input, the guests provide, whether or not they praise or complain about your hotel, the greater your accommodation gets to learn about their guests’ preferences. Hence better is the caliber of services they could provide.
That is why guests ought to be asked to post and share reviews, write testimonials, give feedback and suggestions on review websites as well as brand website. As this will assist hoteliers to fulfill customer expectations to a greater extent.
Revenue Managers and other hotel staff should also ask their guests to follow the manufacturer on social media marketing to enable them to remain updated regarding the latest offers and discounts.
When the guests have checked out, hotels should take initiative to remain in touch with their guests, inquiring them with regards to their stay and also ask them what else they are going to want to add on the existing services from the hotel, etc. Engaging past customers amplifies the chances 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 signifies that they bombard mails every next day that bsvsfg instead irritate and force those to unsubscribe. Additionally, hoteliers also needs to be sure that the offers are reasonable and do not have irrelevant terms & conditions and are really easy to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels ought to be easily capable of conform to changing customer’s demand and continually enhance their services and offerings. Proper staff training can start to play an important role in ensuring promising guest experience. Incorporating latest tech in hotel industry like revenue management software, Online Reputation Management (ORM) tool coupled with a guest review collection can further help hotels to earn more revenues and keep scintillating brand image simultaneously.