For anyone in the hotel business, nothing is as important to their business as guest satisfaction. It is one of the most important factors behind fluctuating rates, filling rooms, improving rankings and keeping your property ahead of the competition. But due to unavoidable circumstances, it is not always possible to keep guest satisfaction at the center stage. Here, let’s take a closer look at six simple ways to improve guest satisfaction that are way too easy to grasp and implement. You can also join our institute to learn the most efficient methods for guest satisfaction at one of the finest hotel management college in Kolkata.
- 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 guests land on your website to book their tickets. The user interface of your website must be fully optimized for design and customer service.
Think about the different steps customers have to go through before booking their ticket and create a booking process that is smooth and seamless.
- Make yourself a part of the customer journey
Email marketing is the only tool in your toolbox that you can use to connect with your guests throughout t 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!
- Personalize your customer’s 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 your sweet 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.
- Never forget to collect guest feedback
Give your guests the opportunity to provide feedback for each and every service that you have offered them. Pay attention to what they have to say because it can give you insights to improve the services and experience you provide.
You can also conduct a post-stay survey for your guests. Customizable questions make things pretty simple while designing the survey and get more helpful responses. Apart from all these, you can also boost your review volume to increase your TripAdvisor and Google ranking.
- Don’t be afraid of negative reviews
It is not always possible to create happy guests. Although you try your best to give them every service that they wish upon but things can also go other way. How you respond to negative reviews, speaks volumes about your hotel. While you may be tempted to argue in favor of your hotel, it’s even more important to address the issue in a thoughtful and timely manner. Losing your cool ad responding negatively or ignoring the negative feedback will only make the situation worse. You can learn more about how to handle negative reviews through our hotel management courses in Kolkata.
- Increase your social media presence
Probably, social media has the most profound impact 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 more opportunities to engage with clients and establish your hotel as a brand.
Finally, we can conclude that streamlined processes, personalized communication channels and a powerful online presence are the keys to guest satisfaction.