Practical Ways to Keep Your Hotel Guests Happy
Keeping your guests satisfied should be your number one priority as a hotel business owner or manager. After all, happy guests are more likely to come back and recommend your hotel to others. According to a report, nearly two-thirds of guests say they would not return to a hotel if they had a bad experience. This is why it’s so important to focus on providing excellent customer service and creating a positive guest experience from the moment they step through your door.
But how do you ensure that your guests are satisfied with their stay? Read on for some practical tips.
1. Pay attention to the little things.
The small details can make or break a guest’s experience at your hotel. From the moment they step through the door, they should feel like they are being well taken care of. Be sure to greet them warmly and offer assistance with their luggage. Their room should be clean and comfortable, with all the necessary amenities. And throughout their stay, go out of your way to make them feel welcome and comfortable.
It would be best if you also focused on making all your amenities and services top-notch. Your restaurant should serve delicious food, your spa should offer relaxing treatments, and your fitness center should be well-equipped with the latest exercise machines. If you have a swimming pool, ensure the acidity is lower than pH 7.5 to prevent skin and eye irritation. A lower pH in pool service will also help prevent algae growth.
You want your guests to have an enjoyable and memorable experience, so pay attention to all the details. Don’t let anything fall through the cracks. Put yourself in their shoes and try to anticipate their needs.
2. Get feedback and take it to heart.
One of the best ways to find out what guests like and don’t like about your hotel is to simply ask them. Send out surveys after their stay, or invite them to fill out a comment card at checkout. Take their feedback seriously and use it to make improvements to your hotel. You can also use feedback to make changes to areas that need improvements, such as your restaurant menu or room service offerings.
Depending on their feedback, you may even want to consider making changes to your hotel’s policies. For example, if guests complain about your check-in or check-out times, you may want to be more flexible with those hours. If they’re not happy with the breakfast buffet selection, you may want to make some changes to the menu. Be open to feedback and be willing to make changes based on what your guests are saying.
Once you’ve made changes, be sure to let your guests know. You can do this by posting signs around the hotel or by sending out an email blast to all past guests. This will show them that you’re listening to their feedback and that you’re committed to making improvements. You may even want to offer a discount on their next stay to show appreciation for their feedback.
3. Train your staff properly.
Your staff is the face of your hotel, so they must be appropriately trained in customer service. They should always be friendly and helpful, even when dealing with demanding guests. If you have unhappy guests, it’s often because of something that your staff has done (or failed to do). So train them well and hold them accountable for their actions.
You can do this by creating a customer service training program for all new employees. This program should cover topics like how to deal with difficult guests, how to handle complaints, and how to provide superior service. Regularly review and update the training program to keep your staff up-to-date on the latest customer service techniques.
You should also have a system in place for dealing with complaints. When a guest complains, take it seriously and address the issue immediately. This will show the guest that you’re committed to resolving the problem and care about their experience. Ensure your employees know how to escalate complaints to the appropriate manager so they can be dealt with quickly and efficiently.
By following these simple tips, you can go a long way in keeping your guests satisfied with their stay at your hotel. Remember that happy guests are repeat guests, so it’s important to always put your best foot forward. Don’t let anything fall through the cracks, and take feedback seriously. With a little effort, you can ensure that your guests have a positive experience from start to finish.