Guest satisfaction is the most important thing for
those who are in the hotel business. It is one of the most important factors
behind fluctuating rates, filling rooms, improving rankings, and keeping the
property ahead of the competition. But due to unavoidable circumstances, it is
not possible to keep the guest satisfaction at the centre of the stage. Let’s
take a closer look at 6 simple ways to improve guest satisfaction. If you’re a
student of a hotel management institute in Kolkata then
also learn how to improve guest satisfaction.
1.
Make The Booking Process As Simple As Possible
The
process of guest satisfaction starts way before the guest actually arrives at
the hotel. It starts at the moment when a guest visits your website to book a
room. The user interface of your website must be easy to navigate and design really
well. Think about different steps customers have to go through before booking
their ticket and create a booking process that is smooth and seamless.
2.
Make Yourself a Part of Customer Journey
Email
marketing is the best tool in your toolbox that you can use to connect with
your guests throughout the entire customer journey. Use automation for
pre-arrival emails to enhance their stay. Send welcome emails on their first
arrival on your property to make their first moments memorable. As their stay
comes to an end, you can send your guests a post-departure email just to thank
them for giving you a chance to serve them during their stay and invite them to
visit again and book directly.
3. Personalize
Customers’ Journey
The most important criteria for establishing
successful guest interactions is making sure that the messages you send feel
personal to them. Your guests will be excited and happy to respond once they
realize that you have spent a good amount of time in knowing them and treat
them as individuals. Send them personalized emails based on the data that you
gathered about them either during their stay or through other online sources.
Personalized emails are a great way to increase guest satisfaction which over
time turns into loyal guests.
4. Always Collect
Guest Feedback
Give your guests the opportunity to provide feedback
for the services that you offered. Pay attention to what they say and based on
that you improve the services and experience you provide. You can also conduct
a post-stay survey of your guests. Customized questions make things simple
while designing the survey and get more helpful responses. Apart from all
these, you can also boost your review to better your position at Trip Advisor
and Google Ranking.
5. Don’t Be Afraid
of Negative Reviews
It is not always possible to create happy guests.
Though you try to give the best service all the time, things can go another
way. So, it is really important to respond to negative reviews. This speaks a
lot about your hotel. While you may be tempted to argue in favour of a hotel,
it’s even more important to address the issues raised by guests. Losing your
cool in responding negatively or ignoring the negative feedback will make the
situation worse. If you’ve studied at the Institute of Hotel Management in
Kolkata then you’ll know how to handle negative reviews.
6. Increase Your
Social Media Presence
Probably, social media leaves a profound impression
on guest satisfaction. Guests are regularly sharing their experiences on social
media platforms and when they raise a complaint. They expect a speedy response
to the problem which is only possible through social media.
Increasing
your social media presence will provide you with more opportunities to engage
with clients and establish your hotel as a brand.
Finally, we can conclude that a streamlined process,
personalized communication channels, and a powerful online presence are the
keys to guest satisfaction.
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