People are constantly traveling for businesses and for pleasure looking for great value for the money they are paying. There is high competition for new customers, especially in the hotel industry. People are no longer getting in their vehicles to just drive, hoping to find a hotel that looks nice, clean, and safe.
The hospitality guest experience has to be something that is on everyone's mind as they start their work day. Customers are beginning to browse the web using hotel search engines to read feedback and compare the prices.
Since a majority of your customers will use their smartphones or other devices, the time spent researching hotels increases greatly. This means that customers already have an impression of your hotel before they walk through your hotel doors.
Satisfying Your Customers
Satisfying your customers is more than just interacting with them face-to-face. Customer satisfaction is greatly affected by the kind of presence you have online. Customers get their first information about your hotel on your website. If you have a successful hotel, your website is probably one of those that really stands out.
What kind of content should your website have that will ensure it stands out among others?
- Plenty of photos
- A page that gives clear directions and maps
- A list of nearby businesses they may be interested in trying out
- Popular restaurants
- A page of reviews/feedback from previous guests
- An option for those with special needs to make certain requests so they can be properly accommodated
Providing a great guest experience is about being available to the customers. Your hotel certainly needs to have a direct phone number. Many people prefer to do their research about your hotel online, but they may feel better calling your hotel to make their reservation. So, a human interaction will be important in cases like this. Your staff members should be polite and friendly, as well as familiar with the policies and the things your hotel has to offer.
The hotel industry is a competitive industry. It is essential that your hotel gives customers what they expect from a hotel. When your hotel makes customer satisfaction and guest experiences a priority, it will certainly thrive and see a flood of new customers.