Digitally connecting with on-site customers improves service, satisfaction scores and more
As a hotelier, it’s my job to ensure that guests have a great time from the moment they walk through our doors or interact with the staff. We often think of reception as the first impression point, but we can easily overlook other touch points from customer service, airport shuttle service and customer package storage/retrieval to ordering room service and checking out. fulfillment of requests. As we all know, it is very difficult to run an operation smoothly. Even when we try to anticipate issues and put protective measures in place, something inevitably happens that turns a potentially perfect stay into a negative online review.
I believe all hoteliers share the knowledge that no matter how well the operation goes, eventually something will go wrong. I would also venture to say that not all hoteliers believe or understand that what matters most to the guest is not the perfection of the experience itself, but how a problem is resolved and corrected. . The sooner management can resolve the issue, the better the chance the hotel will get a positive review and avoid a bad one altogether. One of the best ways to achieve great guest satisfaction is to connect with guests using the hotel’s GuestApp web application while they’re still there and before they can post reviews. line.
Digital communication is essential. If you wait until the client is gone to ask for feedback, it’s probably too late to make amends if something goes wrong. Assessing customer satisfaction from day one provides management with vital information, enabling them to turn a potentially negative situation into a positive online review.
Proactive guest messaging sets the tone for the rest of the stay. When issues are ignored by management, they usually end up in a bad review where tens of thousands of travelers will surely read them online. If you can collect feedback before customers leave, make amends, and then invite them back, they’ll be obligated just because you’ve shown you care.
If hoteliers want to get great ratings online, they can no longer treat guests as mere heads in the beds. Every traveler should be valued, especially in the current state of the industry. As stewards of hospitality, we owe it to those who stay in our rooms to be treated as if they were staying with us.
Using the hotel’s Guest app for early two-way communication is key to building guest loyalty. Ask, ” Do you need something ? “Can I make a recommendation for dinner?” “Would you like us to put your favorite bottle of wine in your room tonight?” Each interaction builds a more detailed guest story and empowers hotel teams to deliver even better hospitality.
Even after customers leave, conversations don’t need to end. A day or two after checkout, send guests a personalized email asking them to rate their overall experience based on one to five stars and whether they would recommend the hotel to others. Collecting this information is essential for net promoter scores. Then ask guests to tell you about their experience in their own words.
Surveys drive human interaction
If you want people to engage with you, take the first step and reach out to them. This is especially appreciated when guests use mobile keys to bypass reception when checking in. It’s important to know that someone is there, even if they don’t want to interact face to face. This way, the hotel’s Guest app offers a human connection for even the most socially distant traveler. When clients decide to return to a city or place, they will always choose accommodation where they feel valued. Leveraging the guest app for two-way communication is a great service and engagement differentiator.
Ensuring the hotel guest app is task-based is key to engagement and better online reviews. For example, a customer will rarely want to chat randomly with the reception staff; they have other things to do. But, if they want or need something, that’s where the conversations start. Having a text-based, yet task-focused guest app will allow travelers to reach out and order food, ask for the Wi-Fi password, request more towels or forgotten gear, etc. . When the conversation resides in the guest app, it creates a ticket system for staff and a paper trail for management to check if questions arise in the future about how requests were handled.
A well-designed guest app can be the holy grail of hospitality. It can serve as an extension of the hotel’s guest services team, almost like having a concierge in your pocket. With just a touch, customers have access to information and people when they need it. They can immediately rectify problems and have peace of mind knowing that a living person is there to meet their every need.
Guest apps can also be used to mitigate issues and completely prevent complaints from occurring. If a staff member notices a problem with the equipment or furnishings, they can report the problem in detail in the guest app. It’s a quick way to escalate issues to the right people before a customer can complain.
It’s amazing how empowered hotel employees feel when you give them the tools to do their jobs easier and more efficiently. In an age where loyalty and retention are key to keeping doors open, making associates feel part of the team is essential. Leveraging the hotel guest app to give employees a voice is an easy way to boost morale and improve guest service.
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