Today, most customers will only make a decision to book a hotel after reading countless reviews. Bad reviews may leave a lasting impact on the reputation of your property and this can be bad for your business. Although hotels have invested in the best innovative hotel technology, this alone will not drive your business forward. To succeed in this competitive industry, hotels must focus on a customer-centric approach, with guest satisfaction and unmatched customer service. Here are a few things that can make guests unhappy and drive them away from your hotel.
Clean and hygienic rooms are not a luxury but a necessity for every traveler. Hotels should create positive guest experience by having clean and spotless rooms, well-maintained upholstery and fresh linen. You must ensure that your guests check into rooms that are clean, well arranged, and have fresh toiletries, dust-free and pest-free furniture. When you fail to deliver all these basics, your guests will have a bad experience and this will result in lots of negative reviews for the hotel.
Hotel staffs are the representatives of your brand image and values. They are the connection between your hotel and the customers. Guests may hesitate to return to your hotel if they experience delayed check-in and check-out, slow service, rude tone of voice, or lack of assistance from the staff. You must ensure that your staff members have the necessary training, and exhibit professional demeanor that leaves a good impression on your guests for a long time. The best hotel marketing news magazine will offer recommendations and trainings for your hotel staff.
Poor Guest Service
The priority of your staff should be to handle the guest requests in the hotel. To keep your customers happy, your hotel staff must quickly respond to guest requests and deal with complaints in a professional and timely manner. Hoteliers must ensure their staff understand the importance of guest satisfaction in the ever-competitive hotel industry.
Poor Quality Food
Guests are always looking for wholesome, healthy, and hygienic food and your hotel should offer that. One of the best things you can do for your guests is to offer them fresh and warm food, in clean plates. Ensure that you create a well-rounded menu that caters for the needs of your guests and make sure your guests know the timings of your buffet or kitchen operations. Check out the best hotel marketing news magazine to see what other hotels are offering their guests.
You need to offer your guests the best because they are looking for a comfortable home away from home. You need to show your guests that you care by striving to give them a positive experience. When you give your guests the best, they will certainly choose your hotel again and will even refer their friends and loved ones to you.
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