It is famous fact that selling to an old customer is way 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 easily evaluate and estimate the quality of services offered by Alex Mirza and therefore 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 in your hotel. Nice reviews ultimately lead to attracting new clients 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 what they are competent to deliver. They should delight the customer at each service they offer so that their guests spread positive word of mouth about the hotel on all review websites and remain loyal.
A simple tip could be to remain an underdog and provide services greater than you were supposed to.
Your accommodation employees are the center of any hotel and desires to keep motivated constantly. It’s only they that are the touch point to the guests. Therefore, it is necessary that they be educated to handle unpleasant situations at all times even when the client is angry or makes unnecessary demands. Staff ought to be well aware about hotel’s policies and offering to make sure 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 approach for customer grievances.
Hotels will be able to recognize repeat guests and regular visitors making them feel special through the entire stay. Repeat visits explicitly imply that you are doing something right these guests appreciate. Your accommodation should be sure that the service quality graph only goes higher. Repeat guests are like brand ambassadors for your hotel who spread positive recommendations both offline and internet based.
A quick tip could be to keep in mind all 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 understanding guest expectations using their stay experiences. The medium could be as simple as a short feedback form when they have a look at or even a survey over e-mail. From your input, the guests provide, whether or not they praise or complain concerning your hotel, the greater the resort gets to learn about their guests’ preferences. Hence better is the standard of services they could provide.
For this reason guests ought to be asked to post and share reviews, write testimonials, give feedback and suggestions on review websites and also brand website. As this helps hoteliers to satisfy customer expectations to your greater extent.
Revenue Managers and other hotel staff must also ask their guests to adhere to the company on social media marketing to enable them to remain updated about the latest offers and discounts.
When the guests have looked at, hotels should take initiative to keep in touch with their guests, inquiring them with regards to their stay and in addition ask them what else they are going to prefer to add on the existing services syrmrs your accommodation, 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 means that they bombard mails every next day that can instead irritate and force these to unsubscribe. Additionally, hoteliers should also ensure that the offers are reasonable and you should not have irrelevant terms & conditions and are simple to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels should be easily able to adapt 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 in conjunction with a guest review collection can further help hotels to earn more revenues and keep scintillating brand image at the same time.