A hotel’s guest experience is the most important thing. It is the heart of the hotel. It is the driving force behind its operations. Experts describe it as the result of all interactions and emotions that a client has in the hotel, from the moment they check in to the moment they check out.
The internet is becoming an increasingly important part of our daily lives. Hotel managers must ensure that external websites like TripAdvisor or Booking reflect the amazing experience they offer. It’s like a clothing store that has a window display but doesn’t attract customers. Makes no sense, does it? This is one of the greatest frustrations in hotel management.
We want to help you improve the contactless guest experience at your hotel. These tips will help you improve your hotel’s online reputation.
These are the 4 steps that will help you improve your hotel’s guest satisfaction
Front desk: This is the kindness language hotel guests would like you to use
Mark Twain once stated, “Kindness” is a language that both the blind and deaf can understand. Your hotel’s guests will want to hear the language you speak as soon as they walk in the door.
Because first impressions matter, remember that the hotel’s reception can have a significant impact on how guests feel about their stay. From the moment they check-in, the perception of a hotel will be influenced by the behavior and presentation of its staff.
We are confident that any issues guests may have during their stay won’t affect their overall experience. If they feel comfortable and at ease from the beginning, it will be no problem. It is possible to accomplish a lot with constant kindness. Kindness causes mistrust, misunderstandings, and hostility to disappear, just like the sun melts ice.
Many people believe that anyone can be a receptionist. It may be true. But, not everyone can be a front desk specialist. To be a competent receptionist, you must have great verbal communication skills. You must also be able to listen and communicate well with customers. A guest’s perception of your hotel will be influenced by the charisma of your employees.
Two issues must be addressed by a hotel manager. These employees are often difficult to find. It doesn’t matter how great your staff is (receptionists, restaurant employees, housekeeping, etc.) there’s always something that happens during a guest’s stay that they don’t see.
Technology can be a key factor in improving the hotel guest’s evaluation.
Chat with a concierge and for communication
It would be wonderful if you could communicate with guests from any location at any time. Can you keep your warm and friendly service skills up 24/7/365 to make a difference in the performance of your hotel?
This was impossible years ago. This is no longer the case.
You can communicate with your guests through chats and digital concierge apps. This is a growing trend in hospitality in 2022 and it’s making a big difference in hotels who use it.
You can keep track of everything your guests do, feel, and need, regardless of how they access the tool (web app, App download, QR codes)
If there are things that could be improved, you will be more likely hear from them. For example, they might need a new pillow, extra duvet or a way to lower the heat. You can use the concierge app to be extremely helpful. You will also impress them by offering 24/7 assistance.
A Concierge app’s main functions are:
- Your guests will appreciate your fast and personal service.
- You can manage the requests of your guests from a computer window.
- Make recommendations
Assist them with services and amenities in the hotel.
Mobile devices, service offerings. Trends in hotel/social media
Your guests will be more comfortable if you provide information about your services (hotel, spa, laundry, gym etc.). All your services on one screen. It can be time-consuming to deal with tons of paperwork for multiple bars and hotels.
A good guest experience operating system will give you more visibility into your service offerings. This is why hotels are adopting technology. Your guests will be delighted with your service. You can expect your hotel guests to rate you higher.
What can you do to improve your online image?
Use a mobile key. This trend is growing rapidly all around the globe. With mobile key functionality guests can access their rooms and other areas of the hotel where magnetized plastic keys are required, via their smartphone. To unlock the hotel’s app, guests simply need to open it and tap on the lock icon once they are within a few meters of the door. This is a priceless guest experience.
Let’s not forget the technology that plays a crucial role in the guest experience at a hotel. The restaurants in hotels. The hospitality industry is key.
Our eating habits are changing. Just a decade ago, delivery of high-quality meals from restaurants was limited to Chinese, pizzas, and burgers. In recent years, food delivery has been a worldwide phenomenon. Hotels are now using booking systems to keep up with the competition. It’s also cheaper and quicker.
This new ordering method heavily relies on QR codes. Restaurants can save money by printing these QR codes and placing them on their tables. After scanning the QR code, customers can browse the menu and place orders. This will reduce the time it takes to order and consume. This will eliminate unnecessary waiting. It is loved by customers. Customers love it.
Your guests will be more comfortable if you provide information about your services (hotel, spa, laundry, gym etc.). All your services on one screen
Hotel surveys and active listening
These suggestions will impact the score of your hotel. Live surveys allow you to have complete control of the situation. You can transform a bad experience into something positive, especially when you are trying to make it positive. This is how it works: Take the time to measure your guests’ satisfaction, and then analyze their comments in detail. Also, respond immediately.
You need to understand how your customers feel at all times in order to provide the best customer service. You can track qualitative as well as quantitative feedback about your services and facilities using software such STAY. This will allow you to identify areas that need improvement. Real-time.
Let’s suppose you get a message stating that the food was cold when it arrived. This might be mentioned on hotel booking websites after the review is completed. You’ll have the opportunity to reply before your guest leaves. You have two options: apologize or send a bottle wine. But you can make a negative situation better. You will soon be able to build customer loyalty.
Guest experience digital solutions allow you to send satisfied guests to TripAdvisor and Google if you get a positive response. Negative reviews are easily avoided. Your guests will enjoy sharing their experiences with the world.
Last but not least. The hospitality industry is seeing digitization as a growing trend.
Data analytics.
Hotel staff and management will soon have the ability to see customer data and receive detailed reports about hotel guests’ activity in real time. This will allow them to be always on top of everything. When it comes to hotel growth, the trend is clear in hospitality.
You will be able make better decisions. You’ll be able to identify growth opportunities and tailor promotions for higher profits (hyperpersonalization).
Let’s sum it all. The guest experience is the most valuable asset of a hotel. Your online reputation is your window display and the hotel’s guest reviews. It is important to consider technology. Technology is increasingly being used by hospitality businesses to make guest’s lives easier. It is essential for success. Not higher scores or better reviews will be the goal. They are just the consequences.
