The hotel industry is entirely based on customer service. That’s why it’s called hospitality. Hotel managers and staff need to provide exceptional service 100% of the time, which can seem like a daunting task some days. But it doesn’t have to be that complicated.
As competitive as the marketplace is today, hotels that offer great customer service will thrive. Those who don’t… well, they’ll likely be playing catch up. But here’s the thing: your path to improving guest experience can be done in a myriad of ways that are more subtle than you might think. If you’re in need of ideas to improve the guest experience, here are five ways to get you there.
5 Ways Hotels Can Improve Guest Experience
1. Communicate with guests BEFORE arrival
The guest experience doesn’t start once they arrive at your hotel. It begins far before they even book a reservation through your online marketing efforts. But once they do book, don’t think the work is done. Be sure to communicate with them prior to their arrival. Provide information that will be helpful for them. For example, maybe they’ll be staying during a particular event happening, or you could provide a list of restaurants they might like in the area. This effort is a great opportunity to set a friendly tone, helping your hotel be viewed as resourceful and making the guest feel valued.
2. Upgrade technology
The use of technology is pervasive in our lives. We use it for both personal and professional reasons. For this reason, access to good wifi service is a must-have for guests, especially if your hotel regularly hosts business travelers. (There’s nothing more frustrating than a slow connection!) Mobile check-in is another option that guests like, particularly if they’re returning guests. It provides a fast and convenient way to book a reservation. Staying abreast of trends is essential to success.
3. Install a hotel pantry
A hotel pantry is ideal for providing guests with easy access to food and beverages. The inherent convenience of a pantry helps make your guest’s stay a little better. Add in a pantry management service for quick easy easy delivery, and staff can spend more time focusing on guests.
4. Respond to feedback…quickly
One of the best ways to improve the guest experience is to discover what they want. Ask guests for feedback and act on it. If someone has a complaint about something that can easily be changed or fixed, make it happen. You could even take it a step further and let that person know you’ve made a change based on their suggestion, which is a great way to build trust with your guests and build brand loyalty.
5. Personalize their experience
If you’re using hotel management software, then you have the ability to collect enough data from guests to make their experience at your hotel more personal. Keep track of preferences they have, so when they return (or even during their stay) you can really show you’re listening to them. The more you know about your guests, the better you can tailor their experience.