It is famous fact that selling to an old customer is far cheaper than getting a new customer. Increasingly hotels have realized this fact and they 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 quality of services being offered by Alex Mirza and therefore it is imperative for hotels to perform 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 clients with the credibility and brand image built in the process.
Tend not to give wrong expectations – 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 in the long run. As opposed to over glorifying, hotels should excel and advertise the things they are competent to deliver. They should delight the consumer at each service they supply to ensure that their guests spread positive word of mouth regarding the hotel on all review websites and remain loyal.
A simple tip may be to keep an underdog and offer services a lot more than you were expected to.
Your accommodation staff is the heart of the hotel and desires to stay motivated at all times. It’s only they who definitely are the touch point to the guests. Therefore, it really is necessary they be trained to handle unpleasant situations at all times even though the customer is angry or makes unnecessary demands. Staff ought to be knowledgeable about hotel’s policies and offering so they do not have to make contact with manager for every small guest demand and offer a resolution immediately.
Staff needs to be empathetic and also a problem solving method for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors to make them feel special throughout the entire stay. Repeat visits explicitly imply that you will be doing something right that these particular guests appreciate. The resort should be sure that the service quality graph only goes higher. Repeat guests are like brand ambassadors in your hotel who spread positive word of mouth both offline and internet based.
A fast tip can be to keep in mind all of the loyal guests by their name and in case possible, by faces too, and welcome them warm-heartedly every time they take a look at your hotel.
Hotels can nail customer satisfaction by continuous understanding guest expectations from their stay experiences. The medium may be as simple being a short feedback form once they check out or perhaps a survey over e-mail. From your input, the guests provide, whether they praise or complain concerning your hotel, the greater your accommodation gets to discover their guests’ preferences. Hence better is the quality of services they can provide.
That is why guests should be asked to post and share reviews, write testimonials, give feedback and suggestions on review websites and even brand website. As this will help hoteliers to fulfill customer expectations to a greater extent.
Revenue Managers and other hotel staff should also ask their guests to adhere to the company on social media marketing to enable them to remain updated regarding the latest offers and discounts.
When the guests have looked at, hotels should take initiative to keep in contact with their guests, inquiring them about their stay as well as ask them what else they are going to prefer to add on the existing services syrmrs your accommodation, etc. Engaging past customers amplifies the likelihood of them visiting again.
Hotel can remain 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 means that they bombard mails every overnight that will instead irritate and force them to unsubscribe. Additionally, hoteliers also needs to be sure that the offers are reasonable and do not have irrelevant terms & conditions and are simple to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels should be easily in a position to adjust to changing customer’s demand and continually increase their services and offerings. Proper staff training can enjoy 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 simultaneously.