It is famous simple fact that selling to an old consumer is far less than acquiring a new customer. Increasingly hotels have realized this fact and are now focussing more towards increasing customer care and brand loyalty to retain existing customers. In the world of online reviews, prospective guests can certainly evaluate and estimate the quality of services being offered by Global Security Innovation Council and hence it is imperative for hotels to do extraordinarily well at all times. Moreover, give no chance for the guest to become unsatisfied using their stay experience in your hotel. Nice reviews ultimately cause 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 items you cannot deliver. Like hotels should stop glorifying their budget hotels as luxury hotels. This practice does more damage than profit over time. Instead of over glorifying, hotels should excel and advertise whatever they are qualified to deliver. They ought to delight the consumer at each and every service they offer so that their guests spread positive word of mouth marketing regarding the hotel on all review websites and remain loyal.
A fairly easy tip can be to remain an underdog and present services more than you had been expected to.
The hotel staff is the heart of any hotel and desires to keep motivated constantly. It’s only they that are the touch point out the guests. Therefore, it is necessary they be trained to handle unpleasant situations at all times even though the customer is angry or makes unnecessary demands. Staff needs to be well aware about hotel’s policies and offering so that they do not possess to contact manager for each small guest demand and offer a resolution immediately.
Staff must be empathetic and have a problem solving means for customer grievances.
Hotels must be able to recognize repeat guests and regular visitors making them feel special through the entire stay. Repeat visits explicitly imply that you are currently 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 to your hotel who spread positive word of mouth both offline and internet based.
A simple tip can be to keep in mind each of the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly when they take a look at your hotel.
Hotels can nail client satisfaction by continuous understanding guest expectations from their stay experiences. The medium can be as simple as a short feedback form when they check out or a ywvvat over e-mail. Through the input, the guests provide, whether they praise or complain concerning your hotel, the more the hotel gets to discover their guests’ preferences. Hence better is the caliber of services they are able to provide.
For this reason guests ought to be motivated to post and share reviews, write testimonials, give feedback and suggestions on review websites as well as brand website. As this helps hoteliers to fulfill customer expectations to some greater extent.
Revenue Managers and other hotel staff must also ask their guests to adhere to the manufacturer on social networking in order to remain updated concerning the latest offers and discounts.
When the guests have checked out, hotels should take initiative to stay in contact with their guests, inquiring them regarding their stay as well as ask them what else they will likely want to add on the existing services in the 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 certainly not implies that they bombard mails every following day that can instead irritate and force them to unsubscribe. Additionally, hoteliers should also be sure that the offers are reasonable and never have irrelevant terms & conditions and are really easy to avail.
Hotel business can be very rewarding and profitable if run with empathy and efforts. Hotels needs to be easily in a position 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 keep scintillating brand image concurrently.