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HOW TO BUILD A STRONGER RELATIONSHIP WITH YOUR HOTEL GUEST?
In the hotel industry, the number of reviews your hotel receives has a direct impact on a hotel's reputation. The hotel management's main focus is to create a customer-centric environment to get positive reviews in the end. For every hotelier, it is important to maintain the strength of the relationship with their guest.
Hotels tend to organize anniversary dinners, business meetings, or honeymoons. The good customer experience directly ensures the hoteliers that, will the customer come back for more visits or not. Creating a good guest experience is also important as the guest can directly suggest your hotel to more people which means getting more customers in the future. Let us study some best practices used by hotel managers to encourage more guest reviews.
Let’s start with a few ideas to raise your game while the guest is on-property.
Be Available to Your Guest
Let us clear your mind, being available to your guest doesn't mean to disturb them every time during their holiday or business travel. Make sure that when they need you, you're somewhere near to them. The basic technique is to watch your guest's activities, greet them with a beautiful gift as they enter your hotel to build trust and make them comfortable to share all the queries with you. This means that if a guest goes through any difficulty, it comes to you first, rather than others. Even after the guest leaves your place, the key to build a long-term relationship is to keep in regular contact with your guests. Send them newsletters to keep them up to date with interesting events that are happening at your hotel. Regular communication will help you in strengthen your relationships.
Hotels tend to organize anniversary dinners, business meetings, or honeymoons. The good customer experience directly ensures the hoteliers that, will the customer come back for more visits or not. Creating a good guest experience is also important as the guest can directly suggest your hotel to more people which means getting more customers in the future. Let us study some best practices used by hotel managers to encourage more guest reviews.
Let’s start with a few ideas to raise your game while the guest is on-property.
Be Available to Your Guest
Let us clear your mind, being available to your guest doesn't mean to disturb them every time during their holiday or business travel. Make sure that when they need you, you're somewhere near to them. The basic technique is to watch your guest's activities, greet them with a beautiful gift as they enter your hotel to build trust and make them comfortable to share all the queries with you. This means that if a guest goes through any difficulty, it comes to you first, rather than others. Even after the guest leaves your place, the key to build a long-term relationship is to keep in regular contact with your guests. Send them newsletters to keep them up to date with interesting events that are happening at your hotel. Regular communication will help you in strengthen your relationships.
Reward your VIPs and Loyalty Members
Nowadays, every upscale hotel is introducing loyalty programs. This program will commonly have various levels. Recently joined members are awarded some opportunities, such as free WIFI services to inspire them to enter the scheme. Greater levels in the scheme will give key advantages such as free room upgrades, bonus points, turning 24-hour check-in, and free access to more of the hotel's amenities, such as buffet breakfasts, governing lounges, spas, and more. A guest can reach the higher levels by staying to that particular hotel for a great number of nights during the membership year.
Make sure to deal with your member customer in the humblest way, as they are the ones who are using your property most frequently. A good experience as a member of the hotel will force a guest to renew their membership cards in the future.
If you are an independent hotel, you may not have a loyalty program. But you still have VIPs. These are the guests that come back more and spend more. Make sure you treat them well.
Listen to your Guest’s Complaints
It is not always possible to get positive reviews every time. There may be some customer who left your hotel without any satisfaction. And it is also possible that you may get negative reviews on your hotel's website and travelers may read it. Dealing with negative comments in a positive way is also showing how you deal with your general guests. Answering professionally to every query is the right way to get back the trust of your customers. Also, during the stay of a guest, if you ever feel that your guest is having any difficulty, try to solve it immediately. If a guest complains about anything, make sure to listen and respond calmly.
Conclusion
These steps for maintaining a good relationship with your guest may seem very common, or you may have implemented these, but at the end your guest still don’t like you. Trust us, everything takes time, even the upscale hotels face negative relationships, but always remember, every successful hotel was once small.
Nowadays, every upscale hotel is introducing loyalty programs. This program will commonly have various levels. Recently joined members are awarded some opportunities, such as free WIFI services to inspire them to enter the scheme. Greater levels in the scheme will give key advantages such as free room upgrades, bonus points, turning 24-hour check-in, and free access to more of the hotel's amenities, such as buffet breakfasts, governing lounges, spas, and more. A guest can reach the higher levels by staying to that particular hotel for a great number of nights during the membership year.
Make sure to deal with your member customer in the humblest way, as they are the ones who are using your property most frequently. A good experience as a member of the hotel will force a guest to renew their membership cards in the future.
If you are an independent hotel, you may not have a loyalty program. But you still have VIPs. These are the guests that come back more and spend more. Make sure you treat them well.
Listen to your Guest’s Complaints
It is not always possible to get positive reviews every time. There may be some customer who left your hotel without any satisfaction. And it is also possible that you may get negative reviews on your hotel's website and travelers may read it. Dealing with negative comments in a positive way is also showing how you deal with your general guests. Answering professionally to every query is the right way to get back the trust of your customers. Also, during the stay of a guest, if you ever feel that your guest is having any difficulty, try to solve it immediately. If a guest complains about anything, make sure to listen and respond calmly.
Conclusion
These steps for maintaining a good relationship with your guest may seem very common, or you may have implemented these, but at the end your guest still don’t like you. Trust us, everything takes time, even the upscale hotels face negative relationships, but always remember, every successful hotel was once small.
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