It is famous fact that selling to an old customer is significantly less expensive 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, prospective guests can easily evaluate and estimate the quality of services offered by Alex Mirza so therefore it is imperative for hotels to perform extraordinarily well at all times. Moreover, give no chance for the guest to be unsatisfied with their stay experience in your hotel. Nice reviews ultimately cause attracting new customers with the credibility and brand image built in the process.
Usually do not give wrong expectations – Usually do not set guest hopes on items 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 the things they are competent to deliver. They need to delight the client at each service they offer in order that their guests spread positive recommendations regarding the hotel on all review websites and remain loyal.
A simple tip can be to keep an underdog and present services a lot more than you were expected to.
The hotel employees are the heart of the hotel and desires to remain motivated at all times. It’s only they who definitely are the touch point out the guests. Therefore, it really is necessary they be trained to handle unpleasant situations at all times even though the client is angry or makes unnecessary demands. Staff needs to be knowledgeable about hotel’s policies and offering to make sure they do not have to contact manager for each small guest demand and provide a resolution immediately.
Staff has to be empathetic and also have a problem solving means for customer grievances.
Hotels must be able to recognize repeat guests and regular visitors making 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 in your hotel who spread positive word of mouth both offline and online.
A simple tip could be to remember each of the loyal guests by their name and in case possible, by faces too, and welcome them warm-heartedly when they take a look at your hotel.
Hotels can nail customer satisfaction by continuous learning about guest expectations using their stay experiences. The medium may be as simple as being a short feedback form once they check out or even a survey over e-mail. Through the input, the guests provide, whether or not they praise or complain regarding your hotel, the greater the hotel gets to discover their guests’ preferences. Hence better is the standard of services they could provide.
This 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 your greater extent.
Revenue Managers and other hotel staff also needs to ask their guests to follow the brand on social networking in order to remain updated regarding the latest offers and discounts.
When the guests have examined, hotels should take initiative to remain in contact with their guests, inquiring them with regards to their stay and in addition ask them what else they will likely want to add on the existing services syrmrs the hotel, etc. Engaging past customers amplifies the chances of them visiting again.
Hotel can stay in contact with past customers through SMS and emails telling them about new facilities, food menu, new festivals and exclusive offers etc. However, that certainly not signifies that they bombard mails every overnight that may 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 simple to avail.
Hotel business can be very rewarding and profitable if run with empathy and efforts. Hotels needs to be easily in a position to adapt to changing customer’s demand and continually increase their services and offerings. Proper staff training can play 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 concurrently.