Working in the hospitality industry can be rewarding but also demanding. Running a hotel is an opportunity to provide comfort and a place to sleep for guests in your area and ensure they have a positive time visiting your city or location. However, there’s a lot that goes into ensuring that your hotel stands apart from the rest and can increase profits. When working in hospitality, your guest or customer should always be a top priority and focus for you. You’re in the hospitality industry and should be there to serve. If you’re ready to find greater success in your hospitality business, then review 4 ways to improve the customer experience at your hotel.
By Team Savant
Image: Sasha Kaunas
1. Maintain A Clean & Welcoming Environment
When guests arrive they expect a comfortable, welcoming, and clean hotel to stay in. You will instantly turn them off if there is dirt and messes everywhere. Your goal is to create a home away from home for them where they are instantly put at ease. Hire staff that can ensure that the rooms and common areas are attractive and well-maintained. Provide essential amenities that your customers will appreciate and create a pleasant atmosphere through mindful decor and cozy furnishings.
2. Personalisation & Customisation Using Technology
Another way to improve the customer experience at your hotel is through a focus on personalisation and customization. Review the inner workings of AI in Hospitality and how it can help you foster and achieve guest personalisation. Make their stay more memorable by leveraging guest data to better predict their needs. You can also leverage technology with personalised communications and the option of mobile check-in and check-out. Use AI and technology to get to know your guests better and a way to be able to go the extra mile for them.
3. Be Responsive & Provide Excellent Customer Service
One of the best ways to improve the customer experience and boost customer satisfaction levels at your hotel is to be as responsive and available as possible. No guest should ever have to wait around for answers or services. Provide excellent customer service in every interaction and have the mentality that the guest is always right. Encourage your guests to provide and leave feedback for you so you can make changes and improvements in this area based on their requests. Streamline the check-in process so that you can reduce wait times and keep your guests satisfied right from the start.
4. Train Your Staff
If you’re going to enhance the customer experience at your hotel then you must train your staff. They need to not only be able to perform their jobs right and well but also know how to work with a variety of people and personalities. You need them to be friendly and approachable and know how to solve problems quickly. These training and development opportunities are a chance for them to learn best practices and ask any questions they have about their roles. You should work on fostering a culture of teamwork and respect and rewarding your employees fairly for their hard work so they stay motivated and engaged in the workplace.