When you are working in the hospitality industry, your customer satisfaction is naturally your primary goal. However, if your guests were satisfied with the accommodation and the service that you have provided them with, it doesn't necessarily mean that they are planning on returning to your hotel.
So, what else can you do to make sure that your guests would want to come back? The answer is rather simple – you need to connect with them on a more personal and emotional level! If you really go an extra mile to show them they are valuable to you, their overall experience with your hotel will be more meaningful and they won't hesitate to recommend your services to their families and friends.
Cloud-based hotel PMS has quickly become one of the most popular automation tools in the hospitality industry, and it offers unique features to automate and benchmark service levels to help you achieve the aforementioned goals. So, in this article, you will find out more about hotel management software and how to quickly improve hotel guest experience.
1. You and your staff need to have high EQ
EQ is short for emotional quotient, and people who have developed emotional intelligence are kind, thoughtful, and empathic. And – when you are involved in the hospitality industry – these are the most essential qualities you need to possess.
It goes without saying that you and your staff need to be polite with your guests, but showing them that you really understand their wants and needs is what will keep them stick around for long periods of time.
To make sure that your staff has high EQ, ask them how they would react in some imaginary scenario where empathy is required, and be sure to give them some suggestions and valuable feedback.
2. Carefully design interview questions
When you are hiring new people who will be a part of your team, you need to make sure they have what it takes to really connect with your guests. That is why you need to include some real-life situations apart from the usual interview questions to determine whether they will react properly when some of your guests are dissatisfied or even angry about something.
If the candidate doesn't know how to handle problematic situations, chances are they won't be able to deliver a great hotel guest experience.
3. Prevent technical inconveniences from happening
If your employees are handling everything manually, mistakes are bound to happen. One of the most common of such mistakes is double booking, for instance. Luckily, if you implement hotel management software to your everyday operations, this will no longer be a problem, as the technology will help them ensure that everything is done the right way.
4. Make sure your guests feel at home
What will contribute to your hotel guest experience the most is making them feel at home. That is why you and your staff should always address them by their surname, make sure that they have everything they need at all times, and ask some friendly questions such as “How are you feeling today, Mr. Jones?”, “Is there anything I can get you?”, “How are you enjoying your stay with us?” etc.
Moreover, if you are expecting a family with small children to visit your hotel, you can prepare some toys or sweets for them, as a warm welcome. If, on the other hand, your guests are newlyweds, you can send a bottle of champagne to their room as a gift.
5. Get an insight into your guests' preferences
If you have many guests, it is difficult to remember what each one of them prefers. This is where cloud-based hotel PMS comes into play – this software system serves as a knowledge base in which you can include all of the important details about your guests, which will be available to all members of your staff at all times.
For instance, your employees will be able to find out whether a certain guest has complained about something the last time they visited your hotel, and ensure that it doesn't happen again.
6. If your guest are loyal – be loyal in return
It is needless to say that you need to be respectful of all of your guests. But, when it comes to your regular, loyal guests – you need to make them feel more privileged than the others, to show them just how much they are valuable to you.
7. Make the booking process more convenient
As we are living in the digital age, the majority of your customers will find it much more convenient to book a room online, rather than making phone calls. Cloud-based hotel PMS offers online and offline reservation and booking features, which will make this process significantly easier for both the guests and the employees.
If you want to attract more guests, provide them with top quality services, and keep them coming back to your hotel, follow our simple tips, and you will quickly see the results! Also, don't forget about feedback collection. Collect feedback during your guests' stay not at end. This gives you the opportunity to improve things and nip any problems in the bud.