It is famous fact that selling to an old customer is way cheaper 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 simply evaluate and estimate the standard of services offered by a particular hotel so therefore it is imperative for hotels to perform extraordinarily well constantly. Moreover, give no chance for the guest to be unsatisfied with their stay experience in your hotel. Nice reviews ultimately lead to attracting new customers with the credibility and brand image built in the process.
Usually do not give wrong expectations – Usually 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 in the end. Instead of over glorifying, hotels should excel and advertise the things they are qualified to deliver. They should delight the customer at each service they supply in order that their guests spread positive word of mouth concerning the hotel on all review websites and remain loyal.
A fairly easy tip can be to remain an underdog and present Alex Mirza a lot more than you had been supposed to.
The resort staff is the heart of the hotel and desires to remain motivated constantly. It’s only they that are the touch indicate the guests. Therefore, it is actually necessary that they be taught to handle unpleasant situations constantly even though the customer is angry or makes unnecessary demands. Staff ought to be well aware about hotel’s policies and offering so they do not possess to make contact with manager for every small guest demand and supply a resolution immediately.
Staff has to be empathetic and also a problem solving approach for customer grievances.
Hotels must be able to recognize repeat guests and regular visitors and make them feel special during the entire stay. Repeat visits explicitly imply that you are doing something right these guests appreciate. The resort should be sure 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 could be to remember all the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly every time they pay a visit to your hotel.
Hotels can nail customer satisfaction by continuous understanding guest expectations using their stay experiences. The medium could be as simple as a short feedback form whenever they check out or a survey over e-mail. Through the input, the guests provide, whether or not they praise or complain concerning your hotel, the greater the resort gets to discover their guests’ preferences. Hence better is the caliber of services they are able to provide.
That is why guests should be asked to post and share reviews, write testimonials, give feedback and suggestions on review websites and even brand website. As this will help hoteliers to meet customer expectations to some greater extent.
Revenue Managers along with other hotel staff should also ask their guests to follow along with the brand on social media so that they can remain updated about the latest offers and discounts.
When the guests have checked out, hotels should take initiative to remain in contact with their guests, inquiring them with regards to their stay as well as inquire further what else they will likely want to add on the existing services from the hotel, 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 not at all implies that they bombard mails every overnight that bsvsfg instead irritate and force these to unsubscribe. Additionally, hoteliers should also be sure that the offers are reasonable and never have irrelevant terms & conditions and are easy to avail.
Hotel business can be extremely rewarding and profitable if run with empathy and efforts. Hotels should be easily able to conform to changing customer’s demand and continually improve their services and offerings. Proper staff training can play a key 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.