Improve your Hotel Guest Experience.

HospiBuz Desk 

Being a hotelier, when was the last time you paid attention to your hotel’s guest experience? The hard reality is, you pay less attention to your guest experience when you should be concentrating on it. Practically, the hospitality industry revolves around the guest and guest experience. You seriously need to shift your focus on providing a better guest experience. Rather than giving complete importance to bookings.

Enhancing the hotel guest experience is very important. Today the guest doesn’t remember the decent. All that they remember is extraordinary. They want a personalized experience which remains connected to them. Even the upcoming trends of the hospitality industry are also paying attention to guest’s expectations. That is why you need to give your best when it comes to the guest experience. There are reasons why you need to pay attention to guest satisfaction.

A satisfied guest is a powerful marketing tool. Your happy guest will recommend your hotel to their family and friends. Such recommendations can increase walk-ins in your hotel. Positive guest experience is the best way to build your brand. You will get positive reviews from them. Their positive reviews on social media will drive your revenue as well as guests. One bad experience and you will lose 25% of your guests to your competitor. Let’s talk about the best ways to enhance your guest experience.

Engage with your guest, pre-arrival and post-departure

The journey of your guest begins way before they enter your hotel. They search for your hotels on Google and OTAs. If you don’t have a website for your hotel, then congratulations, you have lost a lot of guests till now. Firstly you need to get a website for your hotel. Keep in mind that your website also counts in the guest experience. Your website should be simple and beautiful. It should describe the benefits of staying in your hotel. Your website should also have a chatbot. In case of queries, your guest should be able to clear his doubts. Once the hotel is booked, send them personalized emails showing your gratitude for choosing your hotel. You can ask them if they need room upgrades. Keep them updated about the location’s weather. Send them personalized emails in case their birthday or anniversary is around.

Speedy check-ins and check-outs

Don’t make your guests wait for long in your hotel lobby. Bring an upgrade in the procedure of check-in system. It is the era of Alexa and Siri. make sure your guest can perform self-check-in and check-out. Hotels provide the facility of mobile self-service portals these days. It can help the guest to do self-check-in and check-out, oversee their bills etc. it is beneficial since it paces up the process, automates the front desk communication, delights the tech-savvy guests.

Focus on in-room facilities

Most complaints on your front desk are for the cleanliness. It is the worst thing that a guest can experience in a hotel. Maintain an arrival list in your hotel. Ensure that the housekeeping team knows which all rooms should be cleaned before the check-in time. Arrange the shifts of the staff as per the arrivals. Don’t forget to check the electronic appliances in the room are working or not. This will reduce the front desk complaints and will add on to your guest experience.

Be 24X7 available.

Make sure you are on your toes 24X7 for your guests. The front desk should be available 24X7. Keep more than one telephone on your front desk to respond quickly to your guests. People today prefer texting over calls. Try to adjust this facility in the self-service portal. Such technology is convenient for both guests as well as staff.

Connect with your guest personally.

Make your guest feel valued. Personalized service can improve the guest experience. It’s a great thing to provide but definitely a tough one to achieve. Advanced hotel management systems can help you achieve this at a good level. They remind you of time about the guest preferences. You can pay attention to them accordingly.

Train your staff to be attentive.

Staff plays a major role in providing a good guest experience. Make sure that the staff wears a clean uniform. Make sure that your staff calls out the guests from their last name. Teach them to be polite in any situation. If you are welcoming international guests, train the staff to treat them in the regional language. Never address the guest with their room numbers. Offer refreshments if the guest check-in, in a group. If the guests are a group of youngsters, give them complimentary coupons for the bar. You can provide complimentary champagne to a married couple. Being attentive also includes listening to the complaints of your guests. Be a good listener. Active listening avoids miscommunication and helps in solving the problems.

Engage with your guest on Social Media

People today post each and every activity on social media. Engage with them. Like and comment on their post in which they tag you. Share that post on your media platforms. Your instant response will encourage them to post more content and create memories with you. This will increase your social worth as well.

Give rewards to your repeated guests

Make sure to provide complimentary things to your frequent guests. Don’t play the game of increasing points to get rewards. Give actual complimentary things. This will not only make them happy but will also encourage others to join your loyalty programs.

Be responsive to their feedback

Last but not least, reach out to your guests after they leave. Ask them about their experience. Pay attention to their complaints and work accordingly to improve your services.

The guest experience which you impart will have a direct impact on your revenue as well as reputation.

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