The travel industry is governed by the overall experience of hotel guests. In fact, a pleased guest has been and will always be one of the most effective marketing tools hotels can receive without costs. With the digital age upon us, guest satisfaction can make or break a hotel’s credibility with the touch of a button.
Therefore, now more than ever, it is crucial to make sure hotel management is following up on basic guest experience practices to boost and maintain guest satisfaction. For this reason, we are going to take a look at what successful hotel management for guest experience should reflect. Hence, you can remember to implement these within your own hotels.
Although this may seem like a given, getting to know your guests personally always seems to be the first standards to deteriorate. Therefore, at the very least, hotel staff should ask the following questions when provided the opportunity, for example, during checking:
- Where and why are they traveling?
- Are they looking for anything to do in the area?
- Are they celebrating anything?
These questions are meant to be open-ended to help encourage conversation. For example, your guest tells one of your staff that they are in town to celebrate their birthday. Your staff can then ask them if they have dinner plans, provide suggestions and even go out of the way to do something special for them that they wouldn’t have expected. Giving your staff the ability to make decisions to go the extra step to provide a unique experience will end up saving you more in the long run.
Reward Regular Guests
Like any business, building loyalty with guests is another essential aspect of the success of guest experiences. The presence of repeated guests is a clear indication that you and your staff are doing something positive that makes them want to return to your hotel instead of your competition. However, it’s one thing to have a guest come back a second time, but what are you doing to want to go back a third? This is your opportunity to go out of your way and thank them for their loyalty. For example, your staff could:
- Give them a complimentary drink at your bar
- Upgrade their room
- Provide them with a discount on their next stay with you
An important aspect to remember at the very least is to address your repeated guests by their first name and acknowledge this repeated presence and thank them.
Monitor Your Social Media
As we briefly mentioned, social media is a powerful marketing tool that can either make or break you. Therefore, you should begin monitoring your mentions of your hotel’s name to see first-hand what guests are saying. Remember, they are more likely to vocalize their grievances online than to staff on inconveniences they may have experienced.
On the other hand, they can also inform their followers of positive experiences they may have encountered that may influence someone to stay at your hotel, which is a fantastic way to build rapport before your guest has even stayed at your hotel.
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