For a consumer, there is an overwhelming number of hotels from which to choose. As a hotel manager or owner, it’s your job to effectively showcase why your establishment is superior to the competition. This is often difficult as your consumer may see a hotel as simply a place to lay their head at night and thus creating a level of blind equality in their head.
Having a strong hotel management service team is likely the aspect of your hotel that will foster genuine relationships with guests and build customer loyalty. This is the secret weapon that will help your hotel rise above the competition in the eyes of your guests.
We are here to help you achieve your goal—it’s time your hotel stands out from your competition and gains more business as a result. Read on to learn how to help your establishment gain an advantage over your competitors through excellent customer service in the hotel industry.
Strong hospitality management customer service creates a great reputation for your business while also building customer loyalty. Guests who feel as though they are valued, treated fairly, and appreciated are more likely to return to your hotel for repeat stays. Meanwhile, customers who feel as though they have had a negative experience are twice as likely to share this poor feedback with their friends and family. Thus, this customer service directly affects your business reviews.
Poor customer service also costs your business money. A study conducted by Accenture quoted that poor customer service costs businesses $1.6 trillion each year through fewer sales.
Because hospitality is an evolving industry, your customer service must also be continually developing. It is important that your business be aware of new trends and guest preferences and react to these aspects of your business in appropriate and timely ways. It may also be helpful to monitor your hotel’s satisfaction survey and online reviews in order to identify potential avenues for improvement.
Customer service training is a great way to teach your employees how they should not only treat customers on a daily basis but also how to react in difficult situations. Hiring people that specialize in excellent customer service to form a hospitality management service team is also a good idea to ensure your hotel is on the right track. Your hotel is only as strong as your team of employees.
Outstanding customer service is a continuous job, but knowing that your establishment is providing travelers with a great experience makes the process all worth it.
Main Street Hospitality is here to help. Interested in working with us or gaining more useful tips? Contact our group for more information on hospitality jobs and ways to build your ideal team and establishment.