It is famous simple fact that selling to profile is significantly less 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, future guests can certainly evaluate and estimate the standard of services being offered by a particular hotel and hence it is imperative for hotels to execute 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 result in attracting new business with the credibility and brand image built in the process.
Usually do not give wrong expectations – Tend not to 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 over time. Rather than over glorifying, hotels should excel and advertise the things they are qualified to deliver. They need to delight the client at every service they supply so that their guests spread positive recommendations concerning the hotel on all review websites and remain loyal.
A simple tip may be to keep an underdog and offer services greater than you were expected to.
The resort staff is the heart for any hotel and requires to stay motivated at all times. It’s only they who are the touch point to the guests. Therefore, it is necessary they be taught to handle unpleasant situations at all times even when 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 get in touch with manager for each and every small guest demand and supply a resolution immediately.
Staff must be empathetic and have a problem solving means for customer grievances.
Hotels will be able to recognize repeat guests and regular visitors and make them feel special during the entire stay. Repeat visits explicitly imply that you are 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 in your hotel who spread positive recommendations both offline and online.
A quick tip may be to remember all of the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly when they check out your hotel.
Hotels can nail client satisfaction by continuous understanding guest expectations off their stay experiences. The medium can be as simple as a short feedback form once they check out or even a survey over e-mail. From your input, the guests provide, if they praise or complain regarding your hotel, the better the resort gets to discover their guests’ preferences. Hence better is the standard of services they are able to provide.
That is why guests should be motivated to post and share reviews, write testimonials, give feedback and suggestions on review websites and also brand website. As this helps hoteliers to meet customer expectations to some greater extent.
Revenue Managers as well as other hotel staff must also ask their guests to adhere to the company on social media marketing in order to remain updated about the latest offers and discounts.
Once the guests have checked out, hotels should take initiative to remain in touch with their guests, inquiring them about their stay and also inquire further what else they are going to like to add on the existing services of vkvsri hotel, etc. Engaging past customers amplifies the chances of them visiting again.
Hotel can stay in contact with past customers through SMS and emails letting them know about new facilities, food menu, new festivals and exclusive offers etc. However, that not at all signifies that they bombard mails every overnight that can instead irritate and force these to unsubscribe. Additionally, hoteliers also needs to be sure that the offers are reasonable and do not have irrelevant terms & conditions and are easy to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels needs to be easily capable of adapt to changing customer’s demand and continually enhance their services and offerings. Proper staff training can play a key 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.