It may seem common sense but a happy guest is a returning
guest. Having loyal guests can pool in steady revenue, especially during down
times. Therefore, it should be a big priority on behalf of the owners and staff
to ensure that lodgers are returning, or at least, are being referred from word
of mouth. There are a couple of ways to achieve this:
must be friendly and helpful.
If you are a small inn or bed and breakfast, perhaps it’s
just you. In which case it may be even easier to reach out to your guests
during check in, or at meal times to ask about their stay and what can be done
to accommodate them better. Making a personal connection with your guests will
definitely leave them with a positive experience. If you have staff take care
of general check in, make sure their customer service is top-notch and have
staff mingle and ask guests how their stay is throughout. General Managers should
be inspecting the level of customer service staff are doing with travelers.
There’s a reason why hostels are so popular amongst millennials
and solo travelers, besides the price they offer tours and social events for
travelers to get to know one another. Hosting such events will have your
hotel/inn stand out and is a great opportunity to check on guest satisfaction. Even
a small social event with small appetizers can leave an impression on any
traveler. The personal touch is likely to have your guests come back for more!
There’s as reason why surveys are handed out like hot cakes,
people want something in return for their time. A lot of travelers are on the
go mentality are will be reluctant to sit and write a survey. In those
instances, it’s best to offer something in small value in return for their
feedback. This can either take the form of a room upgrade, extra toiletries in
their room, or something from the mini bar. Also during the times of mingling
with guest whether it be you or your staff, handing out short surveys at
breakfast or at events are great opportunities.
Emails are a great way to remind your guests about your
existence once they’ve left. If your hotel and/or inn has a newsletter of
sorts, enrolling guests with their permission is a great avenue to stay in
touch. If there are new amenities, guest rewards or a loyalty program, this
should all be sent through email to entice your guests to come back the next
time they are in the area. Of course, do not bombard them will electronic mail
or risk the chance of being unsubscribed to. Gentle probing is the best way to
at all times
There will be unforeseeable circumstances in which the pool
or gate to the parking malfunctions. Of course in these instances, there may be
a lag between repairs, but do not let it idle for too long. Guests are sure to
take notice, and write reviews, when the amenities they are promised are out of
order and if several guests write about the same
amenity being inoperable then
it casts a bad light on your establishment. Investing in higher priced machines
or facilities may be costly in the beginning but if they save you time and hassle
in maintenance, it is worth investment. And of course, make sure rooms are
clean and beds comfortable. Do not skimp on the basics, even if your lodgings
aren’t of a higher caliber, clean and cozy units are enough to win any type of
guest over. Keeping clean sheets and towels handy, and providing fragrant toiletries
will always score you an A+.
As a hotelier, there is a lot that you have to do but
customer satisfaction should always be in the top of things to do. A loyal
customer base secures success and security for your establishment. Ensure that
your hotel maintains a high standard of comfort, integrity and offerings and
you’ll be sure to see some returning faces.
Check out more at Hotels4Humanity’s blog site for more hints
and tips for hoteliers and homeowners.