Hotels face rapidly changing guest behaviors, preferences, and expectations. Especially during the pandemic, hotels must cope with customers’ new needs and expectations. In order to deliver a memorable experience to your guests, unique amenities, personal touches and stellar customer service are necessary. High levels of guest satisfaction will bring repeat business, word-of-mouth referrals, and positive reviews on social media. As a hotelier, there’s not much that’s more important to your business than guest satisfaction. Here are some tips to help you to improve guest satisfaction.
Personalize service always matters
The most important element in communicating with guests is making sure the messages feel personal. Every customer wants to be treated specially and differently. Your guests will respond best when you have taken the time to know them and treat them as individuals.
Try sending personalized emails to guests based on where they are in their life cycle, how loyal a guest they are and other factors you may know about them, such as where they are from and when they like to stay. Providing your customer with a cake on their birthday or anniversary, along with a card with the best wishes, is a great way to make your customer happy.
Provide a comfortable room
The most important for your guests is a great night of sleep so they can be ready for a full day of sightseeing or quality time. High-quality sleep is the basis of everything and it is the first thing your customers are looking for. In order to create a restful place for your guests, a comfortable bed is a must-have. It should include high quality pillows, a cozy duvet and bed sheets. Don’t forget to decorate your bed. No one can refuse the beautiful decoration.
Smart technology is the new trend
Nowadays, smart technology is becoming more and more popular and important for customers. An example is the smart room key, which allows your guests to simply swipe open their hotel room door with the use of their smartphone. The use of tablets in guest rooms has also helped the communication between guests and the front desk.
In fact, this method benefits both the hotel and its customers. It makes communication more efficient and reduces the cost of hiring more staff to answer phones. Customers do not want to spend time lining up when checking-in. Mobile check-in and check-out solve this problem. Using mobile check-in and check-out can not only save customers’ time, it also can make the check-in process contact free. Many hotels are adding virtual assistants such as Alexa and Google Home to room service, which provides a better experience for customers.
Reward repeat guests
Building customer loyalty is important to any hotel’s success, especially during this special period. Today’s hotel market is very competitive. It is becoming harder and harder to maintain customer loyalty. Providing guests with a little extra, by offering a few services for free, can help endear guests to you and your brand. For example, offering free Wi-Fi or a free shuttle to the airport or to local attractions. Other things that can be done to build customer loyalty include giving return customers some discounts and rewards. Remembering special occasions such as customers’ birthdays and anniversary, give them personalized gifts and wishes on these special days.
Always respond to guest feedback
The reason why responding to guest feedback is very important is that it shows the responsibility of the hotel. It means the hotel really cares about what its customers think. With online reviews playing a bigger role in the decision-making process when travellers choose hotels, it is more important for hoteliers to manage their online reputation better by responding to reviews.
Even though you get negative reviews, responding to the feedback is a way to demonstrate your determination to solve the problem. When you actively respond to your online reviews, you are showing other travellers that you value the opinions of your guests and that you are willing to go the extra mile to deliver superior customer service. Reviewing customer feedback is the most efficient way to know what the customers care about and which parts need to be improved in the future. It really helps you to improve your service and business.