It is famous fact that selling to an old customer is significantly cheaper than obtaining a new customer. Increasingly hotels have realized this fact and they 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 being offered by Alex Mirza 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 business with the credibility and brand image built in the process.
Usually do not 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 should delight the consumer at every service they provide so that their guests spread positive word of mouth marketing concerning the hotel on all review websites and remain loyal.
An easy tip may be to remain an underdog and provide services more than that you were supposed to.
The hotel staff is the heart for any hotel and requires to remain motivated constantly. It’s only they that are the touch point out the guests. Therefore, it really is necessary that 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 so they do not have to contact manager for each small guest demand and provide a resolution immediately.
Staff must be empathetic and also a problem solving approach for customer grievances.
Hotels will be able to recognize repeat guests and regular visitors and make them feel special throughout the entire stay. Repeat visits explicitly imply that you will be doing something right that these particular guests appreciate. Your accommodation should ensure that the service quality graph only goes higher. Repeat guests are similar to brand ambassadors for your hotel who spread positive word of mouth marketing both offline and web-based.
A simple tip can 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 pay a visit to your hotel.
Hotels can nail client satisfaction by continuous learning about guest expectations from their stay experiences. The medium could be as simple as a short feedback form whenever they take a look at or a survey over e-mail. From the input, the guests provide, whether or not they praise or complain concerning your hotel, the more the resort gets to learn about their guests’ preferences. Hence better is the quality of services they could provide.
For this reason guests needs to be asked to post and share reviews, write testimonials, give feedback and suggestions on review websites and even brand website. As this will assist hoteliers to satisfy customer expectations to some greater extent.
Revenue Managers and other hotel staff must also ask their guests to adhere to the company on social media so that they can remain updated regarding the latest offers and discounts.
Once the guests have looked at, hotels should take initiative to keep in touch with their guests, inquiring them about their stay and in addition ask them what else they are going to like to add on the existing services syrmrs your accommodation, etc. Engaging past customers amplifies the chances of them visiting again.
Hotel can remain 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 signifies that they bombard mails every next day that will instead irritate and force these to unsubscribe. Additionally, hoteliers should also ensure that the offers are reasonable and never have irrelevant terms & conditions and are simple to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels needs to be easily capable of adjust to changing customer’s demand and continually improve their services and offerings. Proper staff training can start to play a vital role in ensuring promising guest experience. Incorporating latest tech in hotel industry like revenue management software, Online Reputation Management (ORM) tool in conjunction with a guest review collection can further help hotels to earn more revenues and maintain scintillating brand image at the same time.