A hotel or a holiday rental business is as successful as the effort you put into the services you offer, but even more importantly, your hotel and your hotel services are only as good as your customers think.
You need to be able to build and offer world-class services because guest satisfaction has to be a priority for your hotel, regardless of the size of your hotel.
It’s important to keep in mind that your guests could easily be the most powerful tool for marketing your business, but they could also be your biggest detractors, and with social media being one of the most powerful tools that could result in positive or negative feedback, putting in place measures that would ensure the success of your business is one of the smartest business moves you could ever make.
To build your brand and enhance customer satisfaction, you must always focus on customer/ guest satisfaction.
To provide your customers with the high level of experience that you have been promising, and to live up to your mission and vision, here are some of the things you could do to improve all your hospitality management.
It All starts Before a Guest Gets to Your Hotel
Most hotels get this wrong, yet the truth is that a guest judges their experience way before they set foot on your premises. We are talking about having a mobile-friendly website that allows customers access to all the important aspects of your hotel, along with an even more reliable customer support service.
Focus on setting up a website with fast site speed, and valuable content on all your pages, and you also need to consider incorporating a Book Now button to encourage and streamline online bookings. Also, an effective and profitable hotel distribution strategy includes partnerships with travel agencies and utilizing metasearch platforms such as Google Hotels, TripAdvisor, etc.
Always Respond to your Guest’s Feedback
One of the most frustrating bits from the customer’s point of view is poor customer support, slow response times, and unfriendly responses. You need to work on a team that ensures active solicitation and response to guest feedback. By accepting and promoting online reviews, your customers will know that you value your customers’ and guests’ opinions, making it easier to enhance your customer support services.
Make a Personal Connection with Your Guests
Even before the guests set foot in your hotel, you need to make sure you come up with a personal connection with all your new and return guests. Social media is a powerful tool that would make this possible. These connections can be enhanced with the use of custom booking forms, and once your guests arrive, you could always personalize their experiences.
Optimize Your Site for Voice Search
You could enhance your customers’ experiences by incorporating a voice search on your website. Voice search has been shown to be one of the most effective marketing strategies, and it contributes to as much as 50% of all online queries.
Leverage VR
Virtual Reality and the 360-degree videos are effective marketing tools that allow customers to view all your rooms and services from the comfort of their homes. If the videos are too good, you will easily convert visitors into guests.
Finally, make sure that your staff understand and can read your guests with ease.
