Ways to Provide the Best Hotel Customer Service

 


Customer service is crucial in any industry that involves direct contact with customers. While it’s cliché-ridden today that the customer is always right; however businesses should never forget – the customer is the king – or at least supposed to be treated that way. Especially, this is the case if you’re running a business in the hospitality sector and customer feedback is everything. Guest remember personalized experiences, which connect with them. On the other hand, the upcoming trends of the hospitality industry are also raising your guests’ expectations. Please visit our Best Hotel Management Institute in India.

3 solid reasons to do enhance your current practices in the guest experience

  • Your satisfied guests are a powerful marketing tool: Your happy guests will recommend your hotel to their family and friends. Through such recommendations, your hotel will welcome more guests.
  • A positive guest experience is one of the best ways to build your brand: Satisfied guests will give your hotel positive reviews. Today, positive reviews drive revenue as well as guests.
  • One bad experience can lead 25% of guests to choose your competitors: You can suffer from a loss of these three important aspects of your hotel business:

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Delivering a great guest experience is key to impressing your guests, ensuring repeat bookings, and maintaining your revenue. Boutique hotels will see a big return on their investment by implementing these five easy strategies.

1. Follow-up post-booking: Great customer service starts before your guest arrives onsite. After a guest reserve their stay, send a follow-up email to find out if there’s anything they need. Whether it’s a dinner reservation or a cot in the room, let guests know you want their stay at your small hotel to be perfect and you’ll do everything in your power to help them. Then follow through on these requests. If guests start with a great impression it’s more likely they’ll maintain it throughout the time they spend at your property.

2. Have a User-Friendly Website: The hotel experience starts with a visit to your website, so ensure its user-friendliness. Display precise and updated information. The majority of your potential guests compare room rates and check a room’s availability before booking a stay. So, make sure they get the right details.

3. Be 24X7 available on all platforms: One of the key aspects of the hotel guest experience is a timeless guest service. You should be on your toes to cater to your guests round the clock. Manage your staffs’ shift in such a way that your front desk is accessible 24X7 for your guests. You can consider having more than one telephone to respond to your guest inquiries and to manage room service calls.

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4. Treat every guest like a VIP: We can’t all be celebrities, CEOs, or royalty, but treat every guest like a VIP and we guarantee it will be a memorably positive experience they will want to repeat.  Coach your staff to be attentive, responsive, and have a sense of urgency for everyone, regardless of their “status”.  In return, your guests will reward you with their patronage, loyalty, and – even better – referrals.  An added bonus: when guests are feeling wonderful and special, secondary factors that may pop up become much more minor (e.g., a small room, mediocre location, etc.).

5.Go the Extra Mile: Every member of your staff should be trained to go the extra mile, every time. If a guest asks for luggage assistance, the bellman should also explain the features of the room. If they ask where to find a paper, offer to have one delivered to their room – for every day of their stay.

These are small things, but they add up. Ultimately, a guest wants to feel noticed and appreciated, and by going the extra mile, you show them that they’re valued – not just a problem to be solved.

To learn all the skills to please the customer and be a successful hotelier join HERITAGE INSTITUTE OF HOTEL & TOURISM.

Location: India

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