The lifeblood of any hotel’s success includes the guests that stay at such establishments. Unhappy guests can lead to hotels incurring bad reputations, which could cause a variety of problems. Fortunately, however, hotel staff can improve relationships with their guests by employing the following techniques:
Personalize The Guest’s Experience
Adding a personal touch can significantly improve a guest’s experience. Individuals who lodge in hotels love to be treated as more than a reservation number. Though it may sound clichéd, hotels that make their guests “feel at home” stand a better chance of forging long-standing relationships with customers. Executing actions like smiling, expressing an attentiveness to a guest’s needs, or knowing their first name might prove memorable in a guest’s eyes.
Stand Out From The Competition
The key in any customer service-driven business is to stand apart from competitors. Standing out can be executed through actions including but not limited to, creating a more specialized menu or offering complementary items. To truly understand what special touches might heighten a guest’s interests reach out via a survey or short conversation to get their opinion.
Impress Before Guests Arrive
Many travel experts argue that a hotel’s commitment to guest services begins before the sojourner’s arrival. Hotel staffers are strongly encouraged to maintain close contact with soon-to-be-guests as soon as reservations are made. Once a new guest is confirmed, hotels can enhance the guest experience by sending them any vital information about the hotel. Include a list of opportunities for discounts and packaged deals, as well as assurance that hotel staff will always be available to assist them before, during, and after their stays.
Gaining feedback is an integral part of the customer relations process. Hotels are encouraged to offer guests the opportunity to provide input regarding numerous different topics. Moreover, guests should be provided with the opportunity to provide feedback using several mediums, including online and in written, snail mail form.
Apply Guest Suggestions
Receiving feedback is a significant first step towards establishing solid guest-hotel relations. Applying the suggestions received illustrates that the hotel is not only listening to the questions, comments, and concerns of the customer but valuing their opinions. Hotels that make changes based on customer feedback can build a lasting relationship with customers.