Negosentro | Strategies to Ensure Your Hotel is Meeting Customer Demands | There is more to running a hotel than just offering clean rooms and good food. While those are essential to keeping hotel guests happy, you need to ensure you are going the extra mile for your customers. After all, your customers need a home away from home during their trip.
Luckily, there are effective strategies to ensure your hotel is meeting customer demands.
Make A Good Impression
Customers never want to pay for a hotel just to feel unwelcome. If you want to make a good impression on your customers, you need to ensure they feel welcome as soon as they walk through the door. Your customers should be greeted with a smile and a professional attitude, and your staff should ask your customers if they need anything. It also helps to ensure check-in goes as quickly and smoothly as possible.
Keep Communication Open
It is important to ensure your customers can get a hold of you or your staff when they need assistance. Therefore, you need to keep the line of communication open for all customers. A phone that reaches the front desk is ideal for customers who prefer a traditional line of communication. For your more tech-savvy customers, you can offer an app that allows them to send a direct message to you or your staff. You should also periodically check in with your customers to ensure everything is going well.
Create Clear Expectations
The last thing you want is for your customers to feel led on by false advertisements. This is why you need to ensure your customers have clear expectations for your hotel. For example, you should never list amenities or features on your website that you cannot offer to your customers. Additionally, check-in and check-out times should always be accurate. You also need to ensure the photos of the property are updated to give your customers an idea of what to expect during their stay. Being truthful about what you can offer shows your customers that they can take your business seriously.
Read The Customer Reviews
You can also ensure you are meeting customer demands by reading reviews on websites such as Google, Tripadvisor, and Yelp. Customers should also be able to leave a review on your official hotel website or Facebook page. It is essential to read and consider all the reviews to determine what your customers are looking for in a hotel. If you receive any negative feedback, be sure to take that feedback seriously. The key is to use your feedback to make improvements as necessary.
Provide Free Wi-Fi Everywhere
It is no secret that most of your customers want to use Wi-Fi when staying at a hotel. However, they may opt for a hotel that does not charge them for Wi-Fi access. The goal is to encourage your customers to choose your hotel over the competition, and you can attract customers by offering free Wi-Fi throughout the property. This allows them to stay connected to others, listen to music and stream their favorite shows while away from home.
Hire A Mystery Shopper
If you want to stay on top of the competition, you need to find out how your competition does business. One idea is to learn about the mystery shopping process. Mystery shopping is not just about retail stores. Clients can also hire mystery shoppers to check out restaurants and hotels. Hiring a mystery shopper gives you the opportunity to evaluate and stay ahead of the competition. One example is going the extra mile with your services to attract more customers. The information given by a mystery shopper can also help you determine what needs to be improved around your hotel.
Become A Customer Yourself
Sometimes, the best way to meet customer demands is to put yourself in their shoes. Make a list of everything you look for when staying at a hotel, and find a way to incorporate most or all of your wishlist into your business. Another idea is to reserve a room at your hotel for the weekend. During your stay, remind your staff to treat you the same as the other guests. This way, you can experience your hotel from your customers’ eyes. Use this information to improve your customers’ experience.
If you want to generate more bookings at your hotel, it is important to take the steps necessary for meeting customer demands.
Photo by Mikhail Nilov: https://www.pexels.com/photo/a-man-and-a-woman-talking-at-the-reception-area-7820358/