It is famous fact that selling to an old customer is far cheaper than obtaining a new customer. Increasingly hotels have realized this fact and they are now focussing more towards increasing customer satisfaction and brand loyalty to retain hotelnewsnow.com. In the world of online reviews, prospective guests can easily evaluate and estimate the quality of services being offered by a particular hotel and therefore it is imperative for hotels to execute extraordinarily well constantly. Moreover, give no chance for the guest to be unsatisfied with their stay experience with your hotel. Nice reviews ultimately result in attracting new customers with the credibility and brand image built during this process.
Tend not to 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 in the end. Instead of over glorifying, hotels should excel and advertise what they are competent to deliver. They need to delight the consumer at each service they provide to ensure that their guests spread positive recommendations concerning the hotel on all review websites and remain loyal.
A fairly easy tip can be to stay an underdog and provide services greater than that you were anticipated to.
The hotel employees are the center for any hotel and requires to remain motivated at all times. It’s only they who are the touch indicate the guests. Therefore, it is necessary which they be trained to handle unpleasant situations constantly even if the customer is angry or makes unnecessary demands. Staff should be well aware about hotel’s policies and offering to make sure they do not have to make contact with manager for each and every small guest demand and supply a resolution immediately.
Staff has to be empathetic and also have a problem solving method for customer grievances.
Hotels must be able to recognize repeat guests and regular visitors to make them feel special through the entire stay. Repeat visits explicitly imply that you are currently doing something right that these particular guests appreciate. Your accommodation should be sure that the service quality graph only goes higher. Repeat guests are just like brand ambassadors to your hotel who spread positive word of mouth marketing both offline and online.
A fast tip may be to remember each 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 care by continuous researching guest expectations from their stay experiences. The medium may be as simple as being a short feedback form whenever 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 regarding your hotel, the more the hotel gets to learn about their guests’ preferences. Hence better is the quality of services they can provide.
This is why guests needs to 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 fulfill customer expectations to a greater extent.
Revenue Managers along with other hotel staff should also ask their guests dvcnda follow the brand on social media so that they can remain updated regarding the latest offers and discounts.
Once the guests have checked out, hotels should take initiative to keep in contact with their guests, inquiring them about their stay as well as inquire further what else they will 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 not at all means that they bombard mails every following day that will instead irritate and force them to unsubscribe. Additionally, hoteliers must also be sure that the offers are reasonable and do not have irrelevant terms & conditions and are easy to avail.
Hotel business can be quite rewarding and profitable if run with empathy and efforts. Hotels should be easily capable of conform 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 coupled with a guest review collection can further help hotels to earn more revenues and maintain scintillating brand image concurrently.