HYC Design - Your Hotel Supply Specialists - September, 03, 2020
5 Different Ways To Enhance Your Guest Experience
Guest experience and satisfaction always complement one another. All businesses within the hospitality industry need to keep their guest satisfaction in mind. Regardless if you're a hotel, motel, cottage, or an Airbnb this can lead your business to a positive path. There are many ways for hospitality businesses to begin focusing on their guest satisfaction. This can be done by providing customer service, emotional connection, good value, sustainability, cleanness, and emotional connection.
1. Customer Service
Customer service is one of the cornerstones to improving the guest experience and your entire team needs to be aligned to offer good service before, during, and after booking. Offer 24/7 support, friendly staff, proactivity, quick response to problems, attention to feedbacks are some of the components to produce great customer service for your guests. And whenever possible provide pleasant experiences that show that they are always welcome.
2. Emotional Connection
Emotions are directly connected in most of the decisions made by a human being and emotional connection is a good approach to create a bond between hotel and guests and often brings beneficial results as loyalty. To build a stronger attachment, set simples things like practicing empathy and humanized contact, treating each guest as unique and special, and provide occasions that will make them feel at home, that way you will be in the right direction to boost the guest’s expectations.
3. Good value
Often the word value is associated with the price paid, but the meaning behind that word can be broad. For our itinerary here, money, time, and experience are good ways to express the value considered by guests.
- Save money - most customers can be cost-sensitive, membership programs, and price match guarantee are good instruments to deal with the money variable and a manner to show how your service is worth more than one at a low-priced rate.
- Save time - the time is money, and for most guests, dealing with bureaucratic services, procedures, and mistakes instead of enjoying leisure time is a waste. Make sure you understand your guest’s needs, simplify processes when possible, and answer all their questions as quickly as possible.
- Great experience - a memorable experience is key to adding value to the guest’s experience.
Changing the perception of value once it has been defined can be difficult, so make a good first impression from the beginning.
Cleanliness is one of the critical elements of the guest experience according to The American Customer Satisfaction Index (ACSI) and it is an important factor when choosing a hotel.
Due to COVID-19, a new standard of cleaning became necessary, daily hotel room cleaning and deep-cleaning high-touch areas and disinfection stations with wipes and hand sanitizer are mandatory. Local and international safety guidelines can also be used as a source of instructions to keep your guests and staff safe and prevent the spread of the disease. Another best practice is to use technology as an ally, contactless check-in and digital key are good examples.
Showing a clean and adequate room is a way to guarantee protection and care for your guest and to enhance their experience throughout the stay. Remember, a good experience can bring guests back and lead good reviews and referrals.
More than ever, hotel bookers are considering hotels that take steps to reduce their environmental footprint when choosing their next inn. As a trend, eco-friendly hotels have reached a new level in the guest experience. Besides promoting hotels’ image the sustainability can also save hotels money, for example, with the use of an efficient lighting system, adequate water use, and own energy generation.
Enhance guest experience is not an impossible mission, but it does require hard work. Surveys can also help to anticipate the guest’s needs and give some ideas on how to improve your hotel service. As the last call, make your guest’s satisfaction your number one priority.