You can have the best hotel software on the planet, devise a great marketing plan that keeps customers coming through the door like clockwork, and have great food and drinks…but if your customer service isn’t top notch then people won’t come back.
Below are 4 ways to give great customer service in your hotel:
Listen to your customers
The easiest way to serve your customers is to listen to them. Are they enjoying their stay? Is there any problems? What could be done to make their experience even better? These are all things you should be listening out for in order to improve your hotel.
Make customers feel important
Staying at a hotel should be a personal experience for the guest, which means if you treat them as just a number then they probably won’t be coming back.
You must aim to make your customers feel important at all times. Try to use their name as much as possible, and go out of your way to give them a unique experience.
A simple way to impress your guests is to smile. This really is very simple but incredibly powerful, but unfortunately, most hotel owners forget about the power that a smile can have.
If all of your staff are sitting around looking miserable then guests won’t be around for long. For this reason, make sure your staff understand the importance of smiling and being happy in their work at all times.
Admit your mistakes
At the end of the day, not everything always goes to plan, and sometimes this means a customer has a bad experience while stopping in your hotel. Some hotel owners like to be confrontational when these type of situations arise, but in the end this is not usually very good for business as word quickly gets around.
Instead, you should be prepared to admit your mistakes when you haven’t delivered a good experience for a guest of your hotel. Don’t be afraid to apologize and provide the customer with a free stay in your hotel so you can make it up to them.
As you can see, giving great hotel customer service is not difficult or complicated…it’s all about doing the basics on a consistent basis.