Four Steps to Ensuring Your Hotel Excels at Customer Service
A hotel is a place where guests need to feel at home. Every hotel owner knows that this place is a business. An important part of keeping any business running well is customer service. Your customers continue to stay in your hotel which makes them very valuable. You will want to ensure that you are taking all the necessary steps to have a hotel customer keep coming back to. In this post, you will learn four ways to ensure your hotel has great customer service.
- Implement the Right Kind of Hotel Software
Having good customer service is not just about how staff talks to customers. It’s important that customers have an easy stay at your hotel with minimal frustrations. You can reduce many sources of hotel management stress through implementing the right kind of software. Hotel technology has come a long way in recent years. Hotel management software will help to ensure all aspects of your business are being run properly. These pieces of software will help you track costs, revenues, and many other aspects of your business.
- Ensure Reservations are Easy to Make
No guest wants to spend forever trying to make a reservation. You will want to have hotel reservations software that makes the entire booking process easy. The last thing you want is angry customers calling you because they can’t make a reservation. One study by CEB Research found that 96% of customers spending a lot of effort getting a company problem resolved are likely to be disloyal to that business. Making getting a room in your hotel easy is what guests are looking for.
- Create a Website for Your Business
In today’s age, it makes sense that every business has a website. One study finds that 53% of people use a mobile device to obtain information related to traveling. Having a quality website will help to ensure your website shows up when people are searching for travel information. You can either create a website on your own or have a company help you. It’s a wise idea to spend a little money and have someone create a website for you. Website creation is not a task many people can learn in a fast amount of time.
- Friendly Staff is a Must
Your staff is a major part of the customer experience. Training staff over the importance of great customer service is crucial. You will want your staff to be active listeners. A customer that has a problem doesn’t want to hear canned responses. Let staff know the importance of showing empathy with a customer’s situation. Your staff may need to book in customers that are the easiest to work with. Teach employees about great customer service by ensuring that every customer is treated with care and respect. One study by Harris Interactive and RightNow finds that 86% of customers stop giving a company their business because of a bad experience.
In summary, there are several steps to take to provide great customer service at your hotel. Having a hotel management system in place makes many daily management tasks easier to handle. A hotel owner that has more time during the day can work on other aspects of this business. You will need to make sure that a customer has an easy time booking a room in your hotel. Customers who have a bad experience with a company are more likely to go to a competitor. Hotel staff members are likely to be the first people a customer comes into contact with. Ensure your staff members are taught to be respectful and empathetic to the situation of every customer. Following the previously mentioned tips will ensure your hotel has great customer service.