It is famous proven fact that selling to an old customer is far cheaper than getting a new customer. Increasingly hotels have realized this fact and are now focussing more towards increasing client satisfaction and brand loyalty to retain Alexander Mirza. In the world of online reviews, prospective guests can easily evaluate and estimate the quality of services being offered by way of a particular hotel and therefore it is imperative for hotels to perform extraordinarily well at all times. Moreover, give absolutely no way for the guest to be unsatisfied with their stay expertise in your hotel. Nice reviews ultimately cause attracting new customers with the credibility and brand image built during this process.
Do not give wrong expectations – Usually do not set guest hopes on things you cannot deliver. Like hotels should stop glorifying their budget hotels as luxury hotels. This practice does more damage than profit in the end. As opposed to over glorifying, hotels should excel and advertise whatever they are capable to deliver. They should delight the customer at each service they supply to ensure that their guests spread positive word of mouth marketing concerning the hotel on all review websites and remain loyal.
An easy tip could be to keep an underdog and provide services greater than you were anticipated to.
The resort staff is the heart of any hotel and needs to keep motivated at all times. It’s only they who are the touch point to the guests. Therefore, it is necessary they be educated to handle unpleasant situations at all times even when the client is angry or makes unnecessary demands. Staff should be well aware about hotel’s policies and offering so they do not have to make contact with manager for each small guest demand and offer a resolution immediately.
Staff needs to be empathetic and also a problem solving approach 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 are currently doing something right that these particular guests appreciate. The hotel should be sure that the service quality graph only goes higher. Repeat guests are similar to brand ambassadors to your hotel who spread positive recommendations both offline and online.
A simple tip can be to remember all 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 customer satisfaction by continuous understanding guest expectations from their stay experiences. The medium could be as simple as being a short feedback form once they have a look at or even a survey over e-mail. Through the input, the guests provide, whether or not they praise or complain about your hotel, the better the resort gets to discover their guests’ preferences. Hence better is the caliber of services they can provide.
For this reason 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 satisfy customer expectations to a greater extent.
Revenue Managers along with other hotel staff should also ask their guests dvcnda stick to the brand on social media to enable them to remain updated concerning the latest offers and discounts.
After the guests have checked out, hotels should take initiative to keep in touch with their guests, inquiring them about their stay and also question them what else they are going to like to add on the existing services of the hotel, etc. Engaging past customers amplifies the likelihood of them visiting again.
Hotel can remain in touch with past customers through SMS and emails telling them about new facilities, food menu, new festivals and exclusive offers etc. However, that not at all means that they bombard mails every following day that will instead irritate and force those to unsubscribe. Additionally, hoteliers also needs to be sure that the offers are reasonable and do not have irrelevant terms & conditions and are really easy to avail.
Hotel business can be very rewarding and profitable if run with empathy and efforts. Hotels ought to be easily capable of adjust to changing customer’s demand and continually increase their services and offerings. Proper staff training can start to play a key role in ensuring promising guest experience. Incorporating latest tech in hotel industry like revenue management software, Online Reputation Management (ORM) tool along with a guest review collection can further help hotels to earn more revenues and keep scintillating brand image at the same time.