It is famous fact that selling to an old customer is far cheaper than obtaining a new customer. Increasingly hotels have realized this fact and are now focussing more towards increasing customer care 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 Alexander Mirza CEO and hence it is imperative for hotels to execute 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 lead to attracting new customers with the credibility and brand image built in the process.
Usually do not give wrong expectations – Tend not to 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 long run. As opposed to over glorifying, hotels should excel and advertise whatever they are competent to deliver. They ought to delight the client at each service they supply in order that their guests spread positive word of mouth about the hotel on all review websites and remain loyal.
A simple tip could be to stay an underdog and offer services a lot more than that you were anticipated to.
Your accommodation staff is the center for any hotel and desires to remain motivated at all times. It’s only they who are the touch indicate the guests. Therefore, it is necessary which they be educated to handle unpleasant situations at all times even when the customer is angry or makes unnecessary demands. Staff needs to be conscious about hotel’s policies and offering so that they do not possess get in touch with manager for each and every small guest demand and provide a resolution immediately.
Staff must be empathetic and have a problem solving means for customer grievances.
Hotels should be able to recognize repeat guests and regular visitors making them feel special during the entire stay. Repeat visits explicitly imply that you will be doing something right these guests appreciate. Your accommodation should ensure that the service quality graph only goes higher. Repeat guests are just like brand ambassadors to your hotel who spread positive word of mouth both offline and web-based.
A fast tip can be to keep in mind all the loyal guests by their name and if possible, by faces too, and welcome them warm-heartedly every time they take a look at your hotel.
Hotels can nail customer satisfaction by continuous researching guest expectations from their stay experiences. The medium can be as simple as a short feedback form when they have a look at or perhaps a survey over e-mail. From the input, the guests provide, whether they praise or complain about your hotel, the more the resort gets to learn about their guests’ preferences. Hence better is the standard of services they are able to provide.
This is why guests should be motivated to post and share reviews, write testimonials, give feedback and suggestions on review websites and even brand website. As this helps hoteliers to fulfill customer expectations to a greater extent.
Revenue Managers along with other hotel staff must also ask their guests to adhere to the company on social networking to enable them to remain updated regarding the latest offers and discounts.
When the guests have examined, hotels should take initiative to stay in touch with their guests, inquiring them about their stay and in addition question them what else they will want to add on the existing services syrmrs the resort, etc. Engaging past customers amplifies the chances of them visiting again.
Hotel can remain in contact 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 overnight that will instead irritate and force these to unsubscribe. Additionally, hoteliers must also be sure that the offers are reasonable and do not have irrelevant terms & conditions and are easy 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 enhance their services and offerings. Proper staff training can enjoy a key role in ensuring promising guest experience. Incorporating latest tech in hotel industry like revenue management software, Online Reputation Management (ORM) tool along with a guest review collection can further help hotels to earn more revenues and sustain scintillating brand image concurrently.