Starting your own business is hard, and starting a hotel is no exception. Given how customer-facing hotels are, it’s always in your best interest to improve your client’s customer service experience in your hotel.
In hotels, people are your bread and butter, so you have to cater to them. So how can you give them an unforgettable experience that keeps them returning for more? Read on to find out.
Embrace technological advancements
There are many ways to set your hotel up as a technological giant among the competition. Typically, you should offer your customers technology that makes their lives easier. For example, they can use kiosks and mobile apps for checking in so that they don’t have to deal with long lines. There are some mainstays on the market, like smart TVs and Wi-Fi. These should be the basic amenities in your hotel rooms.
But there are many more amenities to use. Did you know there are hotels with robot concierges? Also, for people at your hotel for business trips, consider inputting conferencing systems in your executive suites so that they can remotely attend meetings anywhere in the world. The possibilities are endless, and you should consider as many as possible to enhance your customer experience.
Keep your staff happy
Your staff is your first point of contact with customers. We expect you to have certain policies to mitigate negative behaviors and develop the proper protocol. However, it’s important to remember that these are human beings that offer you at least six hours or more of their time that they’ll never get back every day. They might spend even more time than that during the holidays when everyone is flying in to visit family.
Make sure you reward them when they overachieve customer satisfaction goals. Engage them in the training process and remind them that they’re part of a family. Staff satisfaction will bleed into customer interactions, so don’t dismiss this point. This is indirectly one of the best ways to improve customer experiences in your hotel.
Understand your target demographic
People could book a hotel for multiple reasons. Do you have your hand on the impulse of your target demographic? Where do most of your customers come from? Do they come from out of town on business? Are you smack in the middle of a tourist location or Silicon Valley? You should know everything about them, from what they like to eat to how late they stay out. The more you know about your customers, the better you’ll cater to them.
We’ve covered a lot of ground here. We hope that you’ll consider the points that we made. If you do, you’ll be well on your way to enjoying a thriving business!
