4 Hotel Tips to Exceed Customer’s ExpectationsOctober 18, 2018
Customer satisfaction is crucial for the success of any business. The hotel business is no different. It is only as good as the guests think it is. The hotel should offer a memorable experience to the customers so they leave the hotel happy and satisfied.
A hotel needs to deliver on its promises and comfort and exceed expectations to impress the guests. Customers are the most important component of the hotel business. If you fail to attract and retain your clientele then you will be out of business pretty quickly.
Here are a few tips that will allow exceeding the client’s expectations and making a good impression.
Keep the Place Squeaky Clean:
Keeping the room in perfect condition should always be a priority. Make sure that room is comfortable and luxurious. The bed should be soft and comfy. Provide options like double duvet 13.5 as well as 10.5 duvets, so they can choose whatever suits them. People always prefer hotel rooms that are clean.
Pay special attention to the cleanliness of the bathroom. The guests are going to focus on the condition of the bathroom while judging the quality of the service. Apart from the room, you should also focus on the cleanliness of other areas. The areas such as the lobby, front desk, hallways, are also part of the hotel. The guests are frequently going to go through these areas. Frequent dusting is effective in keeping the place spotless. Train the employees to take immediate action if there is any cleaning required. You need to hire an efficient and dutiful housekeeping supervisor.
Friendly and Welcoming:
The customers expect to be greeted as they enter the hotel. You can earn a good reputation by greeting customers with a friendly tone and a smile. Each employee that encounters the clients should be friendly. It lets customers know that they are valued.
The staff members should frequently ask if the guests need anything or not. It shows them that you care about their welfare. Be professional while dealing with the guests so they feel comfortable. The hotel is supposed to be a relaxing place where guests can rest after a tiring journey.
Dealing with Customer Problems:
The hotel’s approach to dealing the customer’s problems plays a huge role in ensuring customer satisfaction. People in the hospitality industry usually do not like confrontation. They prefer to avoid conflict rather than facing it. Customers want the staff to acknowledge their problem and find an appropriate solution. Ignoring the customer’s concerns is never a good idea.
Train the hotel staff to handle the conflict situation so they do not upset customers. The first step to solving the conflict is to acknowledge the problem. The second step is to show empathy to show you understand the customer’s discomfort. Finally, take immediate action to resolve the problem. If the issue is not solvable then the best line of action is to offer an apologetic explanation.
Recognize and Reward Customer Loyalty:
Customer loyalty is highly valuable. It is important that you acknowledge the customer loyalty. Reward their loyalty with a loyalty program that offers the discount. You can also show appreciation with a simple and direct thankful statement.