It is famous fact that selling to an old customer is far cheaper than acquiring a new customer. Increasingly hotels have realized this fact and they are now focussing more towards increasing customer satisfaction and brand loyalty to retain Read More. On the planet of online reviews, prospective guests can certainly evaluate and estimate the quality of services being offered with a particular hotel and therefore it is imperative for hotels to perform extraordinarily well at all times. Moreover, give absolutely no way for the guest to be unsatisfied with their stay expertise in your hotel. Nice reviews ultimately cause attracting new customers with the credibility and brand image built during this process.
Do not give wrong expectations – Do not 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. Instead of over glorifying, hotels should excel and advertise the things they are capable to deliver. They need to delight the client at each and every service they offer to ensure that their guests spread positive word of mouth regarding the hotel on all review websites and remain loyal.
A simple tip can be to remain an underdog and provide services greater than you had been supposed to.
The resort staff is the center of any hotel and needs to stay motivated constantly. It’s only they who definitely are the touch indicate the guests. Therefore, it is actually necessary that they be taught to handle unpleasant situations at all times even though the consumer is angry or makes unnecessary demands. Staff needs to be conscious about hotel’s policies and offering so they do not have to make contact with manager for every small guest demand and offer a resolution immediately.
Staff has to be empathetic and have a problem solving method for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors and make them feel special through the entire stay. Repeat visits explicitly imply that you are doing something right these guests appreciate. The resort should ensure that the service quality graph only goes higher. Repeat guests are just like brand ambassadors for your hotel who spread positive word of mouth both offline and internet based.
A simple tip can be to consider all of the loyal guests by their name and in case possible, by faces too, and welcome them warm-heartedly every time they pay a visit to your hotel.
Hotels can nail customer satisfaction by continuous understanding guest expectations from their stay experiences. The medium may be as simple as being a short feedback form whenever they have a look at or perhaps a survey over e-mail. Through the input, the guests provide, if they praise or complain regarding your hotel, the better the hotel gets to discover their guests’ preferences. Hence better is the quality of services they are able to provide.
This is why guests ought to be motivated to post and share reviews, write testimonials, give feedback and suggestions on review websites and also brand website. As this will help hoteliers to fulfill customer expectations to a greater extent.
Revenue Managers along with other hotel staff also needs to ask their guests dvcnda follow the brand on social networking so that they can 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 and also ask them what else they are going to like 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 telling them about new facilities, food menu, new festivals and exclusive offers etc. However, that certainly not implies that they bombard mails every following day that will instead irritate and force those to unsubscribe. Additionally, hoteliers also needs to ensure that the offers are reasonable and you should not have irrelevant terms & conditions and are easy to avail.
Hotel business can be very rewarding and profitable if run with empathy and efforts. Hotels needs to be easily capable of 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 coupled with a guest review collection can further help hotels to earn more revenues and maintain scintillating brand image simultaneously.