Written by Sonal Jaiswal | Evangeslist, Customer Guru
Taking a holiday is the best thing ever! It rejuvenates us, and makes us look forward to coming back and settling into our otherwise mundane lives. But how many times has it happened that you come back being angrier and more disgruntled because of the bad customer experience that you face in a hotel that you booked? It is a known fact that SERVICE is the one quality that differentiates a good hotel from a great hotel.
Here are a few pointers that can make hotels, memorable hotels! They are simple, cost hardly anything and can really boost your customer experience scores.
Travellers to new places are apprehensive about a lot of things. They are new to the place and surroundings, and many times unsure of where to go, what to do and what service to avail. It doesn’t hurt to have a friendly and spirited team that can soothe those nerves. Train your front office to be friendly, genuine, intuitive and customer-oriented.
Your employees are the face of your organization. Ensure that they uphold the values and ethics that your hotel believes in.
For example, train your front-office to ensure that the check-in and check-out process is expedited. Similarly, the room-service team must understand that while taking an order, they are not to assume things, and are to stick by delivery timelines. Nothing is more annoying than ordering a cup of coffee and being told that it will arrive in 20 minutes, only to get it half hour later – all cold and tasteless. Also, encourage your employees to ASK, not assume when unsure.
Clean bed sheets, fluffy pillows, cozy blankets. Yes, they make customers very very happy!
And finally, teach the team the importance of teamwork. A hotel can not function smoothly without the teams seamlessly working with each other.
Nope. Not going to elaborate on that point. In today’s times, it is just as important as breathing air.
Who doesn’t like some free gifts! Again, they need not be expensive. But some free passes to an amusement park or a small music concert, or a discount coupon of the nearby spa or boutique can be fantastic.
It could be as simple as having some free snacks and drinks ready before a guest checks-in. Imagine his/her delight to have something nice to eat after a long journey.
It may cost you a little extra to have branded, good quality toiletries, but isn’t it worth investing that much in customer happiness? Many travellers carry their own toiletries because of the substandard ones provided in hotels. You’d surely make a great impression if you provide good ones.
Check with the guests on their plans in a subtle manner and see if you could provide some information to help them. It could be a local festival, a nice restaurant or any places of interest that they’d enjoy.
Nothing irks a customer more than having to pay more than what he was initially promised. Wi-fi charges, hidden charges if any must be explained to the customer clearly.
Any other pointers that you’d like to add to this list? Please write to us and we’d love to hear your feedback.
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