To convince guests to return, hotels need to deliver better services than what was promised. This is important because consumer decisions are impacted by customer experience. Hotels must learn how to continuously innovate so that they can meet the growing and ever-changing expectations of their guests. Here are a few things that can transform your customer experience when implemented.
The Rare or Unexpected Acts of Kindness
Hospitality brands can win new prospects and consumer loyalty through small and simple acts of kindness. For example, hotels can gift a beautiful birthday cake or a basket full of sweet treats for guests who are celebrating their birthday while staying with them. You can also set up the room nicely and have it well-decorated for couples who have booked a honeymoon suite and include a bottle of champagne on the house. These rare or unexpected acts of kindness will elevate the experiences of their guests and make them return or even recommend the hotel brand to other people.
Remembering Clients
One of the best ways that hotels can show their guests that they are appreciated and valued is by remembering and recognizing previous customers. This can be achieved by remembering their names, recalling personal details such as the concert they attended the last time, and knowing their favorite meals. Showing that you are really interested in the guest goes a long way and can help you get loyal customers for your hotel. With cutting-edge hotel technology, your staff can capture personal details about your guests that can come in handy whenever they return.
Being Friendly and Genuine
In the past, guests here okay with the repetition of formal scripts during check in or check-out. However, this not the case today. Guests are now seeking more genuine and friendly interactions during their hotel stays. Hotels should start treating their guests like family or friends. People want authentic friendships and not plastic or fake relationships.
To provide excellent customer service, your staff members should be helpful, have friendly tones, and have positive attitudes. You should also remember that checkout times can determine whether clients will return or not. Happy goodbyes are important as it is the last impression that clients will have of your brand.
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