The hospitality industry revolves around one thing: guest satisfaction. Keeping guests happy and comfortable is a clear sign your business will profit. While basic improvements will increase guest happiness, there are new amenities hotels can implement to maintain their reputability. Knowing these simple ways hotels can improve their guests’ experiences will improve any customer-related issues. For the purpose of this blog, hotel will also refer to motels, bed and breakfasts, resorts, and other lodging facilities.
The Importance of Guest Satisfaction
In the world of hospitality, guest satisfaction is extremely important. It is the entire premise of the industry—maintain a generous reception and entertainment for guests and visitors. Guest or customer satisfaction builds loyalty. This is important for hotels so that customers frequently return, bring others with them, and hopefully spread awareness. While direct marketing exists and can benefit the hotel, a positive reputation through word-of-mouth is equally important.
Utilize Software and Technology
Hoteliers can maximize revenue and raise their profit margins by utilizing the latest software and technology. New technology, websites, and mobile apps are changing the hotel industry. They are making it easier for management to engage with customers and monitor the hotel, whereas customers receive a personalized, engaging experience unlike anything before. Knowing which new software and technologies to implement is important. To achieve optimal proficiency, managers should consider installing the following new systems to modernize their business:
Update Your Website
First, every hotel should have an updated website that is simple to use and easy to read. A cluttered, outdated website will increase your bounce rate (the percentage of people who leave your site without looking around) and deter them from booking a stay. People judge the way a business runs based on their online profile. You want a clean website to represent your business. Make sure to feature different room styles, amenities, rates, and special offers and discounts to increase your online traffic.
Become Featured on Travel and Business Directory Apps
Similarly, to boost your reputation, you want travel and business directory mobile apps to feature you. Rideshare and travel apps (Uber, Lyft, taxi apps) are increasing in popularity. These can feature your business among suggested places-to-go if people are looking for a place to stay. These apps also offer cashless payment options and allow for self-service from the comfort of one’s own smartphone. You can even utilize these apps from your hotel and call for a rideshare based on customers’ needs. Business directory apps (Yelp, TripAdvisor, Angie’s List) are also great because they show the reviews of your business. This is good for customers who are comparing options and want to find a place that best suits them. It’s important to take precautions with these apps as it can be hard to identify real versus fake reviews.
Incorporate New Technologies in the Hotel
Tablets in rooms/restaurants, LCD touch panels, or smart TVs are all viable options for incorporating new technology in your hotel. These technologies allow customers to make their own decisions regarding what they order or watch, which increases satisfaction.
Promote your own App for Self-Service
More hotel chains are incorporating their own apps into their daily operations. Your mobile app can allow for booking, check-out requests, room service, and even keyless entry all from a customer’s smartphone. Promoting customer independence makes for better customer experiences.
Establish a Connection ASAP
A strong connection between staff and customers is essential for maximizing revenue. The objective of any hotel manager is to establish a positive connection with visitors. It is important to do this as soon as possible to spread brand awareness and name recognition. The more people know about your hotel, the more likely it is that people will book a stay.
Effective Communication
Communication is the first step to a positive connection with customers. With new technologies, this doesn’t have to be in-person. You can easily communicate with guests through chat and messenger software. This way customers can contact customer service without having to call or speak in-person. You can also follow-up post-booking. You don’t have to wait for guests to arrive to establish good customer service. Follow-through with guests after they book their stay with deals, specials, or information on how you can make their stay perfect. This will ensure guest satisfaction and loyalty.
Guest Loyalty
Retaining guest loyalty is equally important to building new guest connections. While every hotelier wants to attract new visitors, they should also prioritize loyal ones. Remembering guest preferences will surprise returning guests. For example, prepare their room for their ideal accommodations. No matter how you choose to treat returning guests, this will establish a connection between your hotel and customer loyalty.
Personalize the Experience
Visitors want personalization today. Personalization ensures customer satisfaction and positive guest experiences. Suggest different activities, local restaurants and bars, or provide basic toiletries or smaller items to make guests feel welcome.
Leave Complimentary Items
People like free things. Complimentary items are great for rewarding visitors for staying at your hotel. Items such as candy, towels, toothpicks, or even matches are great options. Be sure to have your items custom imprinted with your name and logo to promote your hotel.
Offer Food and Drinks
People also like food and drinks—eating is a fundamental part of life. Complimentary breakfast, snacks, and beverages in the lobby are typical. These options provide guests with nourishment before visiting local hotspots. Even if they are staying at the hotel, providing tasty food is good for building a positive reputation. Even having a bar or room service enhances guest experiences. While any hotel can offer a basic complimentary breakfast, using higher quality ingredients, having a bar in the lobby, or offering 24-hour room service is sure to satisfy guests.
If you’re looking to upgrade your hotel to increase guest satisfaction, then check out the selection of custom promotional products at Maryland Match. We offer custom imprint items, so you can spread your brand awareness wherever you are. From mints and candies to cigar matches in bulk, we have something that will impress your guests.
