How to offer Better Customer service - Hospitality Industry

Customer satisfaction has to be one everyone’s mind as they begin the work day. These days, customers start their hotel searches online and spend time comparing prices and reading reviews. If the customer is a smartphone or tablet user, the time spent studying and reviewing various choices increases, meaning hospitality impressions begin long before the customer walks through the door. So how does a hotel, independent or chain, satisfy customers and win repeat business?

Great customer websites improve customer experience

Customer satisfaction extends beyond the human interaction. Customer satisfaction is affected by your digital online presence.

With customers getting their first information about hotels online, the most successful hotels have stand-out websites that are also easy to navigate.

Websites with numerous photos, clear directions including maps, nearby points of interest, good restaurants and reviews will do better holding the attention of an online shopper.

The online shopper should be able to look and book quickly with minimum hassle.

Customers often have special needs such as handicapped accessible rooms.

The best websites provide a booking interface allowing the customer to make special requests, again with minimum hassle.
Customer satisfaction is about being available where, when, and how customers want. A direct phone number to the hotel is a must. Many customers research online but call to book.

The availability of personal interaction is the key in this case. Personnel handling booking calls should be friendly, helpful and well versed in the policies and amenities the hotel offers.  

Track, analyze and report on customer satisfaction

Customer satisfaction will often times be tied to your level of customer communication.

By creating a dialogue with customers, hotel management can see strong points and weak spots in customer service. Feedback can be gathered online in review section of websites combined with review cards in room and front desk logs.

These tools, used correctly, can be extremely helpful in staff meetings and training sessions, and at the management level for implementing policy.

There are a number of customer satisfaction tracking companies and tools available. Some of these other tools include analysis of how customers’ book and what led these customers to choose a particular hotel versus a similar one down the street. For more on Best Hospitality Tools

Gathering this type of information with hotel reservation service tools and using it properly can be a huge plus in gaining new customers and keeping existing ones.

Guest satisfaction improves when you know your customer

Customer satisfaction is more than just a smile when you greet a customer. It’s more than customer satisfaction surveys and customer satisfaction tips.

Knowing the customer base is at the heart of it. A customer booking a stay at a beachside resort has different expectations than a customer staying in a convention hotel.

When you learn to master the needs of the customer and to deliver consistently and effectively on those needs you begin to create overwhelming customer loyalty.

Good hotel management and staff recognize this and provide appropriate the expected services and even throw in some extra options that customer may not be thinking about.

A family friendly beachside hotel might offer poolside games and activities while the convention hotel caters primarily to businessmen by making sure they provide top-notch amenities such as reliable internet Wi-Fi, Visio conference equipment, and excellent audio system.

Train your staff on improving customer service

When management provides a well-trained staff with an emphasis on working together for the benefit of the customer, a hotel runs more smoothly and this translated to greater customer satisfaction.  

The constant goal in the mind of all staff members should be centered on customer satisfaction.

Customers in the hotel industry are notorious for high expectations and complaints. A staff well trained in managing complaints, but more importantly avoiding them in the first place, will do better overall.
This isn’t to say a well-run hotel will never get bad reviews.

A certain percentage of customers will complain no matter what. Use these opportunities to learn from what disappointed customers and structure your system on how to achieve customer satisfaction around the positive and negative reviews.

Take the extra step on how to improve guest services in a hotel  and follow hotel management companies with solid management procedures to help you put these proper procedures in place.

However, a staff well versed in positive customer satisfaction creating policy coupled with a strong sense of knowing customer needs and pride in job performance, will create an environment that draws people in and leaves them with a lasting good impression.

Improve customer satisfaction by addressing customer complaints quickly

Service recovery is the last line of defense to your customer satisfaction. 

The hotel industry can be a tough one with requests and complaints coming in online, by phone, email or in person with the guest leaning over the welcome desk.

Key responsibilities of any guest services manager or customer service leader is to improve customer service and customer satisfaction measurement.

By addressing requests quickly, a hotel will have fewer complaints. When asking the hospitality staff for an extra pillow, blanket or batteries for a dead remote, a guest expects quick service. Need more  Here’s how you can use Grow your Business to its fullest.

Waiting an hour or more for remote batteries or that extra blanket will earn a hotel a bad review for not caring or slow service. A quick turnaround to a question online could make the difference between gaining or losing a potential customer as well.

Reference Author Flavio Martins

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