A successful hotel requires satisfied guests. Satisfied guests require great guest service. The first step to excellent guest service lies in understanding your guest’s perceptions and eliminating hurdles obstructing their smooth experience. Indeed, improving customer experience was the top objective for a whopping 75% of companies.
Today, we’ll look at the importance of good hotel service, how guest satisfaction impacts your hotel’s reputation, and how to improve your guest service.
Let’s face it; one unfortunate encounter with subpar customer service can convince 33% of Americans to switch brands. While the ingredients for top-notch customer service can vary across sectors, a few universal elements define every great service provider.
Five must-have qualities for effective guest service managers include a guest-focused mindset, strong communication abilities, empathy, skilled priority management, and inspiring leadership. Let’s look at these qualities in detail:
Online reviews play a significant role in the hospitality industry. Tripadvisor data shows that 81% of travelers read reviews before deciding where to stay. What’s more, 78% pay attention to the most recent reviews. Notably, 87% of people leave reviews to help others by sharing their positive experiences.
The implication is clear: addressing travelers’ needs and expectations is key for businesses in the hotel industry. Happy guests enhance a hotel’s reputation and increase revenue through word-of-mouth referrals and return visits. For instance, a guest delighted by the prompt and personalized service might leave a glowing review and later return for another stay.
TrustYou, a guest feedback platform, analyzed 128 million guest reviews to understand which factors most influence hotel performance. They found that Service, Hotel (overall experience), and Location positively impacted performance. On the other hand, issues with Price, WiFi, and Room conditions had a negative impact. For example, a guest might have loved a hotel’s service and location but was disappointed with the high price or poor WiFi. Such a review might deter future potential guests.
Subcategories that stood out included friendliness of service, effective management, boutique hotels’ rising popularity, top attractions and excursions’ importance for positive reviews, reliable WiFi’s necessity, and cleanliness’ significance. For instance, guests appreciated boutique hotels’ unique experiences and personalized service.
Furthermore, TrustYou’s analysis highlighted regional differences. For instance, service was paramount in Europe, the Middle East, and Africa (EMEA), cleanliness was highly valued in Asia Pacific (APAC), and food and location were important in the US hospitality industry.
If you want to exceed guests’ expectations and garner positive reviews, consider the following best practices for stellar guest services:
Comprehensive knowledge about guests is key in the hospitality sector. However, getting to know guests can be challenging in an industry marked by transient relationships and fast-paced transactions. How then, can we bridge the gap between superficial interactions and deep understanding?
The ‘”CX Trends 2022” report by Zendesk highlighted an alarming statistic: a whopping 61% of customers will not hesitate to switch brands after just one unsatisfactory encounter.
Embrace the human touch. Hospitality professionals need to leverage their most significant asset: genuine human interaction.
Engage with guests beyond the mere exchange of services. A simple question about their day, their home country, or their plans during their stay can make a significant difference.
For instance, the Four Seasons Hotel emphasizes personalized service, training its staff to recognize regular guests and remember their preferences.
Travel can be exhausting, and there’s nothing worse than waiting around with luggage for a hotel room to be ready. But can we eliminate this problem?
A survey by Opinion Research Corporation (ORC) found that an astounding 76% of guests found early check-in to significantly reduce potential frustration. The waiting time, particularly after a long journey, can be a significant pain point for guests.
By offering early check-in options, hotels can cater to guests who have early flights, meetings or want to unwind before starting their day. For example, the Hilton chain of hotels offers digital check-in up to 24 hours in advance, ensuring guests can head straight to their rooms upon arrival.
In our hyper-connected world, a fast, reliable Wi-Fi connection is now considered a necessity rather than a luxury. But just how important is it to offer high-speed, free Wi-Fi to guests?
Hotel Internet Services surveyed hoteliers and found that 98% considered providing high-speed Wi-Fi to guests a top priority. Moreover, a survey by Hotels.com revealed that Wi-Fi is the most sought-after amenity by hotel guests, with 34% stating they look for this feature when booking.
Hotels need to ensure their guests can stay connected at all times. From checking emails to streaming movies or attending virtual meetings, strong Wi-Fi is critical. For example, the Marriott group of hotels offers high-speed internet to its guests, and this feature is often mentioned positively in their online reviews.
The hospitality industry faces a constant challenge: a high employee turnover rate. U.S. Bureau of Labor Statistics data points to a nearly 74% rate. This situation leads to considerable costs, including recruitment expenses, inefficiency, and understaffing. Moreover, it tends to disrupt the guest experience, which should be smooth and enjoyable.
New findings have shown that when employees share their knowledge, it fosters a creative, innovative, and productive work environment. A positive atmosphere is not just beneficial for individuals or teams but for the whole organization.
Despite its advanced features, it’s surprisingly affordable – costing less than a cup of coffee per room. Such tools facilitate real-time communication, enabling staff to resolve issues promptly and enhance guests’ experience.
In guest service, speed matters. The quicker the response, the fewer the complaints. Any delay in addressing guest concerns can tarnish the reputation of the hotel.
A study conducted by Shep Hyken in 2020 underlines this fact. It found that 6 out of 10 customers are willing to pay more for prompt service and convenience. Whether it’s a simple request for an extra pillow or responding to a review on TripAdvisor, speed makes a difference in guest satisfaction levels.
Ensuring rapid responses to guests’ requests or complaints is crucial. The data shows that 90% of consumers consider immediate responses to customer service queries as “important or very important.” In the hospitality industry, listening to the guests and addressing their concerns promptly can turn a good hotel stay into a great one.
Repeat guests are a boon for hotels, often serving as a reliable source of recurring revenue. The challenge lies in ensuring these loyal guests choose your hotel over others.
A study by eMarketing Associates found that nearly 70% of guests are unlikely to return if they feel unappreciated. This highlights the importance of nurturing guest relationships to foster successful business growth.
Remembering your returning guests, their names, and their preferences goes a long way in building guest relationships. Offering loyalty programs for frequent guests will significantly enhance their experience and encourage loyalty.
As hotel industry technology evolves, so do guest expectations. It is no longer sufficient to merely offer loyalty points or exclusive amenities to reward club members and returning guests.
A report from Salesforce’s ‘State of the Connected Customer’ reveals that 73% of customers expect businesses to understand and cater to their unique needs.
Leveraging guest data can help offer a truly personalized experience. Most modern property management systems (PMS) allow for collecting and storing guest information, such as stay history, contact details, and personal preferences. This information can be used to recognize repeat guests, anticipate their needs, and deliver personalized services that surprise and delight them.
Guests’ comfort levels vary when it comes to room cleaning services. While some may appreciate daily housekeeping, others might prefer minimal intrusion from hotel staff during their stay.
While guests like cleanliness, guest feedback tells us they also like having control. Close to 85% of people consider the ability to control cleaning schedules important to their overall hotel guest experience.
Offering guests the choice to opt-in or opt-out of daily housekeeping services, as big industry players like Hilton have done, can improve guest satisfaction while potentially reducing costs. Automated emails can help communicate these options effectively before the guest’s arrival.
Just because a guest’s stay has ended doesn’t mean communication should cease. The final touchpoint can often leave a lasting impression, significantly influencing the guest’s overall perception of the hotel.
Studies reveal that more than three-quarters of customers favor brands that actively seek out their feedback. Furthermore, a University of Central Florida study found a direct correlation between the number of TripAdvisor reviews a hotel has and the revenue it generates per transaction.
Post-stay communication, such as thanking guests for their visit and encouraging them to leave a review, can boost the hotel’s reputation. Digital communication tools can help simplify this process by enabling hoteliers to directly forward a link to the rating platform, making the review process seamless for the guest.
In a saturated market, merely meeting guests’ expectations may not be enough to secure their loyalty. Offering unique experiences can be a game-changer.
According to Bain & Company, acquiring a new customer can cost up to 95% more without the influence of satisfied guests.
Go the extra mile and exceed guest expectations. For instance, if there’s a queue at the reception, offering guests a comfortable seat and a drink while they wait can significantly enhance their experience. It’s these small gestures that elevate guest service.
One negative experience can do a lot of harm to your hotel business. If you want to attract potential guests, you must provide memorable experiences for the current ones. Exceptional guest service will help you nurture guest loyalty.
In an ever-evolving technological landscape, hospitality management tools like HelloShift have emerged as vital assets. They offer practical and effective solutions to manage and enhance various aspects of the hospitality business, thereby significantly improving guest service.
HelloShift’s guest messaging feature enables guests to communicate their needs or concerns directly to the staff, eliminating communication gaps. Guests especially appreciate this direct line of communication, as it provides a sense of being heard and cared for.
Guest Messaging & Website Chat to understand the guest needs. Contactless Checkin to empower guests with self-service. Staff Collaboration and Housekeeping Management to deliver phenomenal hotel service delivery.
Digitize your hotel with Staff Collaboration, Guest Messaging, Contactless Checkin, WebChat, and Housekeeping in one app.
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