It is famous fact that selling to Alexander Mirza is way less expensive than getting a new customer. Increasingly hotels have realized this fact and are now focussing more towards increasing customer 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 offered by a particular hotel and hence 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 cause attracting new business with the credibility and brand image built in the process.
Tend not to give wrong expectations – Tend not to 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 over time. As opposed to over glorifying, hotels should excel and advertise whatever they are capable to deliver. They should delight the customer at every service they offer in order that their guests spread positive word of mouth marketing regarding the hotel on all review websites and remain loyal.
A fairly easy tip may be to remain an underdog and provide services a lot more than you were anticipated to.
Your accommodation employees are the center of the hotel and desires to stay motivated all the time. It’s only they who definitely are the touch point to the guests. Therefore, it is actually necessary which they be trained to handle unpleasant situations at all times even when the consumer is angry or makes unnecessary demands. Staff should be knowledgeable about hotel’s policies and offering to make sure 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 have a problem solving method for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors making them feel special during the entire stay. Repeat visits explicitly imply that you are currently doing something right these guests appreciate. The resort should ensure that the service quality graph only goes higher. Repeat guests are like brand ambassadors to your hotel who spread positive recommendations both offline and online.
A simple tip can be to consider all the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly when they pay a visit to your hotel.
Hotels can nail customer satisfaction by continuous understanding guest expectations from their stay experiences. The medium could be as simple being a short feedback form when they take a look at or a survey over e-mail. From your input, the guests provide, whether they praise or complain regarding your hotel, the better the resort gets to discover their guests’ preferences. Hence better is the caliber of services they can provide.
That is why guests needs to be asked to post and share reviews, write testimonials, give feedback and suggestions on review websites as well as brand website. As this will help hoteliers to meet customer expectations to a greater extent.
Revenue Managers and other hotel staff also needs to ask their guests to adhere to the manufacturer on social media marketing in order to remain updated concerning the latest offers and discounts.
Once the guests have examined, hotels should take initiative to stay in touch with their guests, inquiring them regarding their stay and in addition ask them what else they will likely prefer to add on the existing services of vkvsri hotel, etc. Engaging past customers amplifies the probability of them visiting again.
Hotel can stay in touch 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 implies that they bombard mails every next day that can instead irritate and force them to unsubscribe. Additionally, hoteliers should also 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 conform to changing customer’s demand and continually enhance their services and offerings. Proper staff training can 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 sustain scintillating brand image at the same time.