6 Simple Ways to Improve Guest Satisfaction
Guest satisfaction is the most important thing for those who are in the hotel business. It is one of the most important factors behind fluctuating rates, filling rooms, improving rankings, and keeping the property ahead of the competition. But due to unavoidable circumstances, it is not possible to keep the guest satisfaction at the centre of the stage. Let’ stake a closer look at 6 simple ways to improve guest satisfaction. If you’re a student of a hotel management institute in Kolkata then also learn how to improve guest satisfaction.
1. Make The Booking Process As Simple As Possible
The process of guest satisfaction starts way before the guest actually arrives at the hotel. It starts at the moment when a guest visits your website to book a room. The user interface of your website must be easy to navigate and design really well. Think about different steps customers have to go through before booking their ticket and create a booking process that is smooth and seamless.
2. Make Yourself a Part of Customer Journey
Email marketing is the best tool in your toolbox that you can use to connect with your guests throughout the entire customer journey. Use automation for pre-arrival emails to enhance their stay. Send welcome emails on their first arrival on your property to make their first moments memorable. As their stay comes to an end, you can send your guests a post-departure email just to thank them for giving you a chance to serve them during their stay and invite them to visit again and book directly.
3. PersonalizeCustomers’ Journey
The most important criteria for establishing successful guest interactions is making sure that the messages you send feel personal to them. Your guests will be excited and happy to respond once they realize that you have spent a good amount of time in knowing them and treat them as individuals. Send them personalized emails based on the data that you gathered about them either during their stay or through other online sources. Personalized emails are a great way to increase guest satisfaction which over time turns into loyal guests.
4. Always CollectGuest Feedback
Give your guests the opportunity to provide feedback for the services that you offered. Pay attention to what they say and based on that you improve the services and experience you provide. You can also conduct a post-stay survey of your guests. Customized questions make things simple while designing the survey and get more helpful responses. Apart from all these, you can also boost your review to better your position at Trip Advisor and Google Ranking.
5. Don’t Be Afraid of Negative Reviews
It is not always possible to create happy guests. Though you try to give the best service all the time, things can go another way. So, it is really important to respond to negative reviews. This speaks a lot about your hotel. While you may be tempted to argue in favour of a hotel, it’s even more important to address the issues raised by guests. Losing your cool in responding negatively or ignoring the negative feedback will make the situation worse. If you’ve studied at the Institute of Hotel Management inKolkata then you’ll know how to handle negative reviews.
6. Increase your Social Media Presence
Probably, social media leaves a profound impression on guest satisfaction. Guests are regularly sharing their experiences on social media platforms and when they raise a complaint. They expect a speedy response to the problem which is only possible through social media.
Increasing your social media presence will provide you with more opportunities to engage with clients and establish your hotel as a brand.
Finally, we can conclude that a streamlined process, personalized communication channels, and a powerful online presence are the keys to guest satisfaction.