Improving Guests’ Experiences in Hospitality

David Soffer, July 11, 2018 1:43 pm

If you work in the hospitality industry, you will be fully aware of the phrases ‘the Customer is always right’ and ‘you are only as good as your guests think you are’ regardless of whether you work in a hotel which has a string of chains across the world, or a smaller establishment that you own yourself in a quieter, more quaint area.

Wherever you work and are based, maintaining hotel guests should always be the top priority, particularly if you want the company to be successful. This is partially due to guest retention enabling you to potentially get guests’ friends and family to stay at the hotel in future, which will help the company not only in the short-term, but in the long-term too. We take a look at some of the best ways you can improve their overall experience.

Tailoring Your Processes

Customising booking forms online when guests sign up to stay at your hotel is a great way of improving customer service, by offering a tailored experience to the guest’s needs. If you decide to do this, be sure to take into consideration their preferences, by adding small touches and details so that their experience as a hotel guest is far more personalised, be this through types of rooms or packages on offer.

It may not seem much, but it is likely that it will be certainly something that guests will remember for years to come and could see them returning to your hotel over competitors.

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Customer Experience Starts Before Arrival

It is easy to make the mistake that the guest experience only starts once they have arrived at the hotel, but if you really want to go that extra mile and ensure that the hotel stays at the top of its game, you should focus on guests’ experience prior to arriving. Ways in which you can work to achieve this include:

  • Ensure that the hotel website is mobile-friendly
  • Aim for speed, as slowness in any way and at any point of the process can end up irritating guests before they’ve even arrived; it could even lead them to stop booking in the first place if it takes too long
  • Allow for easy to use booking buttons and calls to action on the website
  • Respond to potential guests’ queries as soon as possible
  • Provide a clear location and contact details on the website to avoid any confusion for guests looking to locate your hotel
  • Ensure that if you have a concierge, they are introduced early on to the guest to assist with their specific needs

Act on Customer Feedback

Nowadays, most people will check out online reviews before deciding to book with a hotel. This means that making sure to have positive reviews and ensuring that if you do have less than perfect feedback, you respond as soon as possible.

This is important as it shows that you are happy to admit mistakes and respect the opinion of your guests should anything fall short. It also shows that you are willing to go the extra mile to ensure that customers’ needs are met.

Training is Key

Another way to improve hotel guests’ experience is to remember that having the right staff training in place is vital to making sure that guests are happy. A lack of monitoring or clarity as to what is expected of a staff member could lead to complaints or disputes at a later date, as well as an inability to effectively problem solve otherwise simple issues. Furthermore, recruitment in hospitality is that bit more important as the right attitude is needed to thrive and succeed in customer service roles in hospitality.

This can often be circumvented through the provision of proper and effective staff training, which can help to ensure that customers will return to the hotel in question, remembering their experiences in a positive light.

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Keep Your Staff Happy

Hotel guests can feel if there is not a good atmosphere within the working environment that they are staying in. This can have a knock-on effect upon the service that the hotel workers provide to guests.

This means ensuring that staff are happy; perhaps through implementing a reward scheme so that employees feel a part of the hotel’s success. Ultimately, if the team is treated well, it is likely to have a domino effect on the hotel guests’ experiences too. It is important to remember that it will be very difficult for unhappy staff to be able to give the type of customer service the hotel would likely desire to achieve.

Customer Satisfaction Surveys

After a guest has stayed with you, it is worth sending out a guest satisfaction survey afterwards. This shows that not only do you care about their opinion, but also that you are keen to make their next experience at your hotel (or other people who will be visiting) even better than before.

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