Buzz
Even amidst a global economic downturn, the hotel industry continues to thrive due to its commitment to delivering top-notch service that delights guests.
Today, travelers always tend to choose the best and most suitable hotels within their budget. Thus, in the hotel business, competition among hotels is always intense to meet the needs of each customer.
Ensuring guest satisfaction should always be on the minds of every staff member when starting work. Nowadays, when travelers plan trips, they always spend a lot of time searching, comparing prices, and reading reviews from previous guests to find a hotel that meets their needs. So, how can a hotel win in the competition?
1. Hotel Websites: Your First Glimpse of the Hotel Experience
Well-known hotels always have user-friendly websites that provide extensive information about the hotel, including numerous images, maps, popular nearby attractions, restaurants, and reviews from previous guests.
Travelers always have special needs such as rooms for people with disabilities, extra beds for children, airport pickup... The website should provide ample information for users to contact the hotel directly for direct consultation. Receptionists should be friendly, knowledgeable about policies and services provided to customers, contacting the hotel at this time creates a sense of satisfaction for travelers during their stay here.
2. Provide services tailored to the needs of each customer segment
A guest booking a room at a beach resort will have different needs than a guest booking to attend a conference or on a business trip. Hotel staff need to learn to understand the needs of guests and provide the best services to satisfy travelers, creating a competitive advantage over other hotels.
Hotel management and staff must identify and provide services that meet guests' expectations and even add some additional options for travelers. For tourists on vacation, beachfront hotels can offer entertainment games, beach activities, or eco-sea tours. Meanwhile, conference participants require facilities such as free wifi, conference equipment, and excellent audio-visual systems, which need to be emphasized.
3. Respond to and resolve requests quickly
Responding to and resolving requests promptly will earn the hotel positive reviews from travelers. For example, when guests request a blanket change or find that the remote control batteries are depleted, delaying simple requests can make guests feel uncomfortable and may lead to negative comments and ratings for the hotel.
4. Encourage friendly staff communication and behavior towards guests
When a team of employees is trained with a focus on working together for the benefit of guests, the hotel will operate better and this will satisfy guests more. Employees need to be friendly and have appropriate behavior in resolving guest complaints.
A policy of benefits for employees who receive good feedback from guests contributes to increasing employee awareness, improving work performance, and creating a good impression for guests at the hotel.
5. Monitor, analyze customer feedback, reviews, and needs
By creating dialogues with customers, hotel managers can see the strengths and weaknesses of the hotel. Feedback from customers can be collected online from reviews, ratings from hotel directory websites, or may be combined from guest feedback letters. These tools, if used appropriately, will help the hotel overcome weaknesses and increase customer satisfaction.
The hotel industry is rapidly growing while competition is increasing. Customers want precisely what they expect, which could be simply a clean room and a good night's sleep or a fully equipped room with artistic style decor.
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Source: Travel Handbook from Mytour – According to Vietnam Hotel
MytourJune 18, 2014
