If you work in the hospitality industry, you will know the importance of excellent customer service. Running a hotel requires hard work, dedication, and a commitment to ensuring guests are well catered for during their stay.
Whether you’re managing a large chain of hotels, or you operate a more intimate property, here are 5 simple ways a hotel can go the extra mile for their guests.
1. Create the Ultimate Booking Experience
In the modern world we live in, it seems like just about everyone uses the internet. When guests are looking for a place to stay, having a website and blog that is filled with informative content can make you stand out for all the right reasons.
Before guests arrive to check in, it’s essential that you create a mobile-friendly website that showcases social proof of the experience that they’ll enjoy at your hotel. To do this effectively, you will need to aim for fast site speeds and include ‘book now’ buttons throughout your page. There are multiple hotel digital marketing tools to make it easier and cheaper for hotels. To ensure your page gets seen by as many people as possible, using SEO strategies is key.
2. Know Your Audience Inside Out
For guests to have a pleasant stay at your hotel, it’s crucial that you know your customers inside out. Whether you receive a lot of business travellers, families, seniors, or backpackers, providing the correct facilities and amenities is important.
Many guests love nothing more than a cup of coffee to start their day off right, and with the popularity and ease of pod coffee makers nowadays, investing in a coffee machine for your guests to enjoy can make a big difference.
3. Respond to Guest Feedback
As a hotel, it’s important that you respond to guest feedback. When consumers are checking out your services, it’s likely that they will read reviews and ratings of your establishment before making a booking. Whether you receive positive feedback or constructive criticism, taking your guests’ thoughts and opinions into account can only be a good thing, especially when it comes to improving your operation.
4. Connect on a Personal Level
Whether you’re a corporate chain, or a standalone business, connecting with your guests on a personal level is important. There are various strategies that you can take to keep your guests happy and satisfied, such as by using social media to reach out to them prior to their stay.
Customised booking forms can give you a better indication on the types of guests who will be coming to stay at your hotel. If any problems arise during their stay, being on hand to address issues immediately is crucial. The longer it takes for you to fix problems, the less chance you have of repeat custom.
5. Provide Regular Training
In the hospitality trade, there is always something new to learn. Guests expect a certain level of service and professionalism, so whether you’ve been running your hotel for many years, or you’re new to the industry, regular training can be a great way for your team to be in the know of the latest trends and developments in the hospitality sector. Regular training can also help to improve communication, increase productivity, and most importantly, ensure your customers get an excellent service.
Winding it all up
For hotels to thrive in the hospitality industry, putting guests at the forefront of their operation is key.
No matter who walks through the door, each guest should be well accommodated for. Increasing customer satisfaction can do wonders for your business and expand your audience base.
Consider using all the advice above to help build your reputation and keep your operation running smoothly.
