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Hello, Let’s talk about the importance of the guest experience.
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Have you ever wondered why your hotel is not performing the best even though you are doing everything right?
Reason could be online reviews of your hotel.
People like to know what your previous guests are saying about your hotel.
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Let’s look at some facts.
According to surveys conducted by multiple OT As, 97% of the people read online reviews before booking a hotel room.
And 90% of the people say that online reviews influence their booking decision.
Wow! that's a big number right?
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Out of this, 63% at least look at 4 hotels, 28% look at 8 hotels and 9% look at more than 10 hotels before making a decision, meaning they are more likely to pick a hotel with better reviews.
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Better online reviews also leads to higher revenue. 8 out of 10 travelers say that they would pay a higher price for a hotel with a better online rating.
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As we all know, guests are the ones giving the ratings, so it is important to give them the best services.
Here are a few things that you should take care of while the guest is staying with you..
Amenities
Empathy towards the guests
Timely response
Guarantee of a good stay
And reliability
All the pointers on this list ensures that you get everything right to become the best hotel.
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Better rating needs better guest experience. It is therefore important every guest feels delighted with our services.
Let’s look at some awesome amenities that guests love in a hotel.
Availability of coffee/tea throughout the day.
Good quality toiletries
Dedicated hotel parking
Free WiFi
And local snacks
These, served with a big smile, are sure to make the guests’ stay memorable.
These amenities are definitely worth looking forward to and all of these served with a big smile.
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Now let’s talk about how you can improve the guests’ experience by doing small things that won’t be heavy on your pocket and get awesome results.
Here we are looking at the journey of a guest at the time he or she books your hotel.
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Guest experience starts even before your guest reaches your hotel. Customers search for hotels online and book your’s with some expectations.
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Today technology has made our lives simpler at hotel. When a guest makes a booking, this instantly gets updated in our HMS platform. The PM should take this opportunity to plan their staffing and make other important arrangements before time.
When you receive a booking, take note of the important details like the check-in date, guest’s name, no. of members etc and set your calendar and make the arrangements accordingly.
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At the day of check -in, audit the room before guest’s arrival. Have a quick audit sheet handy to ensure the room is in it’s best condition and all amenities are available.
Doing this increases the chances of customer’s delight by at least 70% percent
If possible, keep a travel kit as a welcome gift for the guest, that may have items like City guide, list of restaurants near-by, important contact details etc. This would make them extremely happy.
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Here is our guest arriving to your hotel.
Now, This is a happiness meter which shows the guest’s delight. Throughout the video, we will show you how to increase their delight step by step.
Start with welcoming the guests outside your hotel and always greet them with a smile. Guests appreciate this personal touch to the service.
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After a long journey, a guest always appreciates a quick check -in. While they wait for the process to complete, offer them a welcome drink.
After the check in, ask them if they need help carrying their luggage to the room.
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First thing the guest notices is how well you have maintained the room. If you have audited the room properly, these things would already be in place.
Make sure the hotel is not noisy so that the guests can enjoy a good night’s sleep.
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Breakfast is a major factor that influence guests delight. Guests love when you serve fresh food. Try to keep a balance of healthy and tasty options in the breakfast menu.
The breakfast time is also a good opportunity to interact with the guests. Ask them politely how’s their stay and if you can do anything to make it more pleasant. If they have any requests, try to go the extra mile to fulfill them. Remind them to give you an online review of their stay after their checkout.
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It is good to know about all tourist places in your area and keep a city guide handy. Guests love if you tell them about some interesting places to visit or things to do in the town.
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At the time of checkout, try to keep the process smooth and quick to avoid making the guest wait. It is a good idea to hand some local souvenirs or sweets to them while they leave. Do not forget to thank them for their stay and request them to share their review online.
Here we are, at the top of customer’s delight.
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Now if you have done everything right the guest will definitely give you an excellent rating. Make sure you do it for every Guest, as more number of delighted customers increases, It not only increases the quality of the ratings, but also the quantity.
