Your customers are only likely to stay at your hotel again if they have a positive experience the first time they stayed. A higher satisfaction rate means customers are more likely to use your hotel again and share their experiences with their friends and family. Here are five important tips for increasing the satisfaction of your guests during their stay with you.
- Ask for and Respond to Feedback
It’s important to know where you stand with your guests, so it’s a great idea to ask for feedback. This may be done online following a guest’s stay. You can also place feedback cards in each room so that guests may anonymously fill them out and leave them. However, don’t forget about the most important part of this step: responding. Take the feedback into account and create a plan to use that feedback to become even better for your customers.
- Learn About Your Customer
The more you know about your customers, the better you can serve them. For example, if your main customer base happens to be young families, then having plenty of family-friendly amenities will help you to stand out from the competition. On the other end of the spectrum, if your main customers are people who need peace and quiet away from activity associated with children, your services should reflect that. If your customer feels like you know him or her, you are likely to see a higher satisfaction rate.
- Take Care of Complaints Straightaway
If a customer comes to you with a request or complaint, be sure to address it right away. Customers who feel like they are being ignored or not taken seriously will to take their patronage somewhere else, and they will let other people know of their experience online and by word of mouth.
- Train Staff on Customer Service
It’s not enough that management understand the importance of customer service – all of your staff should be appropriately trained on providing good customer service. It’s also a good idea to establish a chain of command detailing to whom employees should go if they have a customer service issue. Your customers will take note of how each member of your stuff treats them.
- Manage Your Online Presence
During and following the stay of any customer, you’re likely to see reviews pop up on customer review sites, social media, and other areas of the internet. It’s vital that you are managing your online presence so you can respond to negative and positive feedback right away. If a customer was dissatisfied during his or her stay but never reported it in person, you can take measures to correct the issue online and showing that you care.
Following these tips provides an easy way to increase your guests’ satisfaction during their stay. By doing so, you’ll probably see more return customers and new customers as the good news gets around.