Customer satisfaction is something hotels are always trying to achieve. Nowadays, customers start their hotel searches online and spend time comparing prices and reading reviews. And if the customer turns to be a smartphone or a tablet user, researching on various choices increases which means hospitality impression begin long before the customer walks through the door. So how do hotels satisfy their customers and achieve retention?
- Great websites improves customer experience
Customer satisfaction is highly affected by digital online presence. With customers getting their first information about hotels online, most of successful hotels have striking websites that are also easy to get found.
Websites with clear directions (including maps), nearby places of interest, numerous photos, contact details and great reviews are attractive and get instant booking without any hassle and boosts customer satisfaction.
- Guest satisfaction increases when you understand your customers
Customer satisfaction is not just a warm welcome with a smile, it’s lot more than that. Knowing and understanding a customer is at the heart of it. A customer booking its stay at a beachside resort has different expectations than a customer staying in a convention hotel. When you figure out how to meet the needs of the customers and to deliver consistently and effectively on those needs, you are being able to create overwhelming customer loyalty and attain higher number of bookings.
- Address customer complaints quickly to improve customer satisfaction
The hospitality industry can be rigid with requests and complaints coming in online, by phone, email or in person at the front desk. One of the key responsibilities of any guest service manager or customer service provider is customer satisfaction measurement.
By addressing to the requests or issues quickly, a hotel will have fewer complaints in return. When customers need anything from hotel staff (from clean towels to extra pillows, and room service to assistance with carrying their bags), they expect quick and efficient service. Waiting for an hour or more for these small services can lead to a bad impression of slow and inefficient service. In few words, a quick turnaround to requests can have a big impact on the reviews left by customers at the end of the stay.
- Train your staff for improved customer service
For a hotel to run smoothly and flawless, a hotel must have a well trained staff with an emphasis on working together for the benefit of the customer and this turns out to increased customer satisfaction. The end goal of any hospitality industry should be centered on customer satisfaction.
It’s not possible that a well run hotel will never get bad review. A certain percentage of customers will complain no matter what. Use this opportunity to learn from what let down customers and structure your system accordingly to achieve customer satisfaction. Take an extra step to adopt hotel management software with solid hotel management strategies to help put all things in place. However, a staff having good knowledge in catering a positive customer satisfaction with a strong sense of knowing customer needs will create an environment that attracts people in and leaves them with a lasting good impression.
- Track, analyze and report on customer satisfaction
Customer satisfaction is often linked to the level of customer communication. By creating a bond with the customers through communication, hotel management can see strong and weak points in customer service. Feedback can be gathered online in review section of websites combined with review cards in room and front desk logs. These tools, when used in a proper way, can be extremely helpful in staff meetings and staff training sessions.
There are number of customer satisfaction tracing companies and tools available. Some of the other tools include analysis of how customers’ book and what led these customers to opt for a particular hotel versus a similar one down the street. Gathering this type of information with hotel reservation service tools and using it properly can be a huge benefit in gaining new customers and repeat customers.
The hotel industry is growing yet competitive. Customers need exactly what they expect whether it’s a simple clean room or a luxurious room with many amenities. Having a well trained and hotel staff with customer recognition and customer satisfaction skills, the hotel will earn repeat customers as well as brand loyalty.