The Ultimate Tips To Ensure A Wholesome Guest Satisfaction Experience In Your Hotel

By Author: Amery Ortego
Total Articles: 108
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When you are running a hotel, it is imperative that you elevate the customer experience so that when they leave they are satisfied with your services and look forward to staying with you again. This may not sound very difficult to achieve but in reality, it is nothing less than a challenge. No two customers are the same and when you have a customer who loves to throw tantrums and makes a fuss about every single thing, it may be difficult to hold your composure. But there is nothing much that you can do. You have to maintain your dignity and put a smile on your face and deal with the situation in your hand so that the customer does not escalate the situation. And since many of the them threaten to write a scathing review of the hotel, you need to be extra cautious.
 
What Does Hotel Guest Satisfaction Means?
It is an encompassing experience where the customers will enjoy everything about the hotel - right from the kind of rooms offered, to the amount charged, the style of the room décor, the kind of flowers used, the quality of food and the other amenities offered ...
... by the hotel. If any one of these areas has any issues, it will have a direct impact on the customer satisfaction level. You have to be on your guard to make sure that nothing goes out of track every single day. This might become overwhelming at times, especially when the customer is throwing tantrums, but then this is how it is. There is no other way about it.
 
Why Does Guest Satisfaction Matters So Much?
The core of a successful hotel business is guest satisfaction. If the guest is satisfied he will leave a good review online, he will recommend your hotel to everyone visiting Dursley, he will sing praises about your hotel at every given opportunity. This is a huge thing because brand image and brand reputation matters a lot in the hospitality industry. With so many Dursley hotels you have to ace the game if you want to stay ahead in the race. You cannot leave it to chance or luck.
 
How Do You Ensure Quality Guest Satisfaction?
Although it might sound tricky and a hectic job but it is doable. If you plan every step properly and execute things as they are planned, you will be able to satisfy your customers the way you want to. Here are some tips that will help you achieve the same:
 

Personalise the Experience: When you have guests over at your home, you offer them personalised attention so that they feel loved and cared for, don’t you? Well, you need to do the same for your customers. Make sure that when the customer books a room in your hotel, you send them a questionnaire to fill after the booking is confirmed. The data that you get from the questionnaire can be used to offer them personalised service. Make sure that there are questions about their food preferences, food allergies, things they like to do and so on. This way when they come down, you can recommend a menu that is free of food allergies that they have or you can provide them with an itinerary about how to enjoy their stay in Dursley.

Post Booking Communications is Essential: Once the booking is confirmed, make sure that you remain in touch with your guests. Seven days before their stay, ask your team at the reception to drop them a mail reminding them of their booking and how the hotel is looking forward to their stay with you. Make sure that the communication is done in a decent manner. This should be followed up by a call two days prior to their stay.

Offer Complimentary Services and Freebies: When the guest calls to make a booking, you can recommend them complimentary services like breakfast, access to the hotel pool and spa as well as FREE Wi-Fi connection.

Implement Hotel In-Room Technology: Provide your customers with FREE Wi-Fi along with a portable charger and owner bank so that your guests don’t run of charge ever.

Be Proactive in Your Service: This is the basic and there cannot be any kind of goofups in this matter. If the guest calls the reception or the room service, the call should be answered on the first ring. It should not happen that no one answers the call just because it is late at night or too early in the morning.

Reward Repeat Guests: Whenever a guest books a stay in your hotel, check your database to find out if they have stayed with you before. If the answer is yes then as a courtesy, you can refer them discounts or special spa packages on their next stay.

Create an Inclusive Experience for All Your Customers: And finally, you have to make sure that your customers feel inclusive at all times. You simply cannot discriminate against any guest no matter who the guest is or what the reason is. Your treatment has to be equal for all of them.

 
About the Author: If you would like to know more about the Dursley hotels then please take a moment to read the contributions made Amery Ortego.