It is famous proven fact that selling to an old customer is significantly less expensive than acquiring a new customer. Increasingly hotels have realized this fact and 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 offered by Read More so 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 customers with the credibility and brand image built in the process.
Tend not to give wrong expectations – Usually do not 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. Instead of over glorifying, hotels should excel and advertise the things they are qualified to deliver. They ought to delight the client at each and every service they provide so that their guests spread positive word of mouth marketing concerning the hotel on all review websites and remain loyal.
A fairly easy tip can be to remain an underdog and present services more than that you were supposed to.
The hotel staff is the center of any hotel and desires to stay motivated constantly. It’s only they who definitely are the touch point to the guests. Therefore, it is necessary which they be educated to handle unpleasant situations all the time even when the consumer is angry or makes unnecessary demands. Staff needs to be knowledgeable about hotel’s policies and offering so they do not have get in touch with manager for each and every small guest demand and supply a resolution immediately.
Staff has to be empathetic and have a problem solving method for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors and make them feel special throughout the entire stay. Repeat visits explicitly imply that you are doing something right that these guests appreciate. The hotel should ensure that the service quality graph only goes higher. Repeat guests are just like brand ambassadors in your hotel who spread positive word of mouth marketing both offline and online.
A quick tip could be to remember all of the loyal guests by their name and when possible, by faces too, and welcome them warm-heartedly when they take a look at your hotel.
Hotels can nail customer care by continuous understanding guest expectations using their stay experiences. The medium may be as simple being a short feedback form when they check out or a survey over e-mail. Through the input, the guests provide, if they praise or complain about your hotel, the more your accommodation gets to learn about their guests’ preferences. Hence better is the quality of services they are able to provide.
For this reason guests should be encouraged to post and share reviews, write testimonials, give feedback and suggestions on review websites and also brand website. As this helps hoteliers to meet customer expectations to a greater extent.
Revenue Managers along with other hotel staff must also ask their guests to adhere to the brand on social media marketing in order to remain updated about the latest offers and discounts.
After the guests have examined, hotels should take initiative to remain in touch with their guests, inquiring them regarding their stay and in addition question them what else they will likely prefer to add on the existing services syrmrs your accommodation, etc. Engaging past customers amplifies the probability of them visiting again.
Hotel can remain in touch 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 signifies that they bombard mails every next day that will instead irritate and force these to unsubscribe. Additionally, hoteliers must also ensure that the offers are reasonable and do not have irrelevant terms & conditions and are simple 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 enhance 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 along with a guest review collection can further help hotels to earn more revenues and keep scintillating brand image simultaneously.