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4 Easy Ways to Improve Guest Service

Posted on Mar 12, 2018 10:50:59 AM

The link between good hotel customer service ideas and a hotel’s financial performance is undeniable.

In fact, 19% of satisfied hotel guests return within a year, and they tend to spend more when they return. American Express’s Global Customer Service Barometer revealed that three out of four customers spent more with a company because of positive customer service experiences with that company.

Read on to learn four hotel customer service ideas you can easily implement for winning guest experiences that inspire those coveted repeat visits.

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IDEA #1: Get social media savvy

Social media boosts marketing efforts and helps create remarkable guest experiences. A great example of this is when The Ritz-Carlton Naples asked Facebook fans how they preferred their coffee. Those who answered, and later stayed with them, were served perfectly sugar-and-creamed coffee – without ever having to ask. In terms of marketing, a study by Phocuswright and TripAdvisor found that customer reviews on social channels and elsewhere play a deciding factor in traveler hotel choices.

IDEA #2: Get personal

Personal touches such as customized welcome gifts and post-stay thank you notes make guests feel special. Coach your employees to develop an “asking mindset” when engaging with guests. Ask key questions such as: “Is there anything I can do to make your stay more enjoyable?” Or “Is there anything we can do to improve?” Listening carefully to answers shows you care and helps you anticipate needs. And the right technology gives every staff member access to those answers, helping them provide personalized customer service at the highest level.

IDEA #3: Get everyone involved

Donna Cutting, author of 501 Ways to Roll Out the Red Carpet for Your Customers, explains that it takes your entire hotel staff to make guests feel welcome and wanted. A great example comes from The Ritz-Carlton, Amelia Island. A family departed the hotel, and their young son forgot his beloved stuffed giraffe, Joshie. A quick call revealed Joshie was safe. And to allay their child’s worry, the parents explained that Joshie was simply enjoying extra vacation time. Hotel staff went above and beyond, corroborating the story by returning Joshie along with a scrapbook of his “adventures” enjoying hotel amenities and “working” with staff members. The parents were so impressed that dad wrote about the experience in the Huffington Post; organic marketing at its best!

IDEA #4: Get a great website

Today, great customer service starts before your customer ever sets foot in your hotel. It starts when your customer begins their hotel search online. The most successful hotels have easy-to-navigate, mobile-responsive websites that include lots of inspiring photographs, clear maps and information on nearby points of interest. Mandarin Oriental Hotel Group even includes an online magazine, Destination MO, offering everything from celebrity-recommended experiences to advice on creating memorable moments.

At the end of the day, great customer service is about making emotional connections and improving travel experiences for your guests, which ultimately improves your bottom line.

Need help developing your own over-the-top hotel customer service ideas?

Contact Pegasus Solutions


Topics: Pegasus Solutions, Hotels, Blog, what is hotel service, about hotel service, hotel guest service

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