Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Guest satisfaction is the real meat and potatoes of the hospitality industry, and just about all of the operations that go on in the building have something to do with keeping guests happy.
To that end, you, as a hotel leader, should always be thinking about how you can enhance your guests’ stays in the hopes that they and their family members return.
Maybe you believe reaching out to guests is something you should wait to do until they arrive at your place of business. Others benefit from establishing contact early with these guests, which means you could miss out on accruing some brownie points.
If consumers value the constant contact similar to what they are getting from the folks on the job and/or in their personal lives, you owe it to yourself to consider how to best integrate that strategy into the modus operandi of your hotel.
Given its importance to business operations, the institution’s culture should bend toward satisfying guests at the highest clip possible. You, as a hotel leader, should always be thinking about how you can better the experience for guests, and if you think you’re behind on this, you probably are.
Sometimes, it’s too late if you notice a drop formally or informally, and then you have the work involved in getting everything back up to speed.
SiteMinder suggests that early messaging combined with deliverance of the results can mean customers become rock-solid in their ties to your brand.
Interestingly enough, Guestara makes the same point. To the experts, the confirmation email when guests book rooms is the first opportunity to tailor their stay to their particular circumstances. Setting a positive tone there can go a long way toward helping folks feel comfortable.
Reaching out can be especially appreciated by guests if you make it clear that they have an opportunity to communicate any special concerns, according to Canary Technologies.
If a family needs a room close to an elevator because of a pet or elderly guest, they may relish being upfront about what they are looking for.
That might give them peace of mind and give your staff some extra time to figure out how to accommodate their requests best.
More generally, reaching out early gives you a chance to re-communicate the expectations and policies of the hotel, including routine ones like the cancellation policy and the rules on not smoking inside the building under any circumstances.
The actual act can be as simple as an email, but the Canary folks suggest you get creative. Placing recommendations on where guests should eat or where they might want to spend their leisure time in a given city could go a long way toward making the guests not feel like they are just another number in an ever-growing list of guests.
That personalized version of care for their concerns and desires can help you stand out from competitors who might not be doing what they should to grab and keep the loyalty of their guests.
Experts at the Hospitality Network say good software can do most of the work for you where messaging is concerned, but that staff have to be especially concerned about how the messaging they put out comes across to guests.
They also suggest that messages for special circumstances like birthdays or marriages are savvy and will be a hit with most customers. Anyone checking out should get a message, too.
Copyright © 2025 The Gem - All Rights Reserved.