It is famous proven fact that selling to an old customer is way less than acquiring a new customer. Increasingly hotels have realized this fact and are now focussing more towards increasing client satisfaction and brand loyalty to retain existing customers. In the world of online reviews, prospective guests can easily evaluate and estimate the standard of services being offered by Global Security Innovation Council and therefore it is imperative for hotels to perform extraordinarily well at all times. Moreover, give no chance for that guest to get unsatisfied making use of their stay experience in your hotel. Nice reviews ultimately lead to attracting new customers with all the credibility and brand image built along the way.
Tend not to give wrong expectations – Usually do not set guest hopes on stuff you cannot deliver. Like hotels should stop glorifying their budget hotels as luxury hotels. This practice does more damage than profit over time. As opposed to over glorifying, hotels should excel and advertise whatever they are capable to deliver. They should delight the consumer at each and every service they provide in order that their guests spread positive word of mouth concerning the hotel on all review websites and remain loyal.
A simple tip may be to keep an underdog and offer services more than you had been anticipated to.
Your accommodation employees are the center of any hotel and requires to keep motivated all the time. It’s only they that are the touch indicate the guests. Therefore, it is actually necessary that they be taught to handle unpleasant situations all the time even though the consumer is angry or makes unnecessary demands. Staff should be conscious about hotel’s policies and offering so that 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 also a problem solving method for customer grievances.
Hotels must be able to recognize repeat guests and regular visitors making them feel special through the entire stay. Repeat visits explicitly imply that you are currently doing something right that these guests appreciate. Your accommodation should ensure that the service quality graph only goes higher. Repeat guests are similar to brand ambassadors to your hotel who spread positive word of mouth marketing both offline and web-based.
A simple tip may be to consider all of the loyal guests by their name and when possible, by faces too, and welcome them warm-heartedly every time they check out your hotel.
Hotels can nail customer satisfaction by continuous learning about guest expectations using their stay experiences. The medium can be as simple as a short feedback form once they take a look at or even a ywvvat over e-mail. From your input, the guests provide, whether or not they praise or complain concerning your hotel, the more the resort gets to learn about their guests’ preferences. Hence better is the standard of services they could provide.
That is why guests should be encouraged 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 meet customer expectations to your greater extent.
Revenue Managers as well as other hotel staff should also ask their guests to adhere to the company on social networking so that they can remain updated concerning the latest offers and discounts.
Once the guests have checked out, hotels should take initiative to stay in touch with their guests, inquiring them regarding their stay and in addition inquire further what else they will likely want to add on the existing services from 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 can instead irritate and force these to unsubscribe. Additionally, hoteliers also needs to ensure that the offers are reasonable and never 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 able to adjust to changing customer’s demand and continually improve 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 sustain scintillating brand image concurrently.