Gone are the days when customers were happy just receiving “please” and “thank you” or getting service with a smile. Although those go into the recipe for proper etiquette, it’s just not enough. Customer service in the hospitality industry plays a key role for a guest to return or give positive feedback.
Whether someone is travelling for business or pleasure, the level of customer service she receives on her trip will help determine whether she comes back for another visit or warns her friends to avoid your business in the future.
In an era of automation and customer service bots, it’s easy to start questioning the importance of customer service in the hospitality industry. It’s one thing for a consumer to not mind the self-service aspect of buying car insurance online, but it’s quite another when it comes to the splurge of being waited on in the hospitality industry.
Any business in the hotel industry is deemed to be a service-based business by default. It includes everything from cruise ships to theme parks, and it’s all about making customers feel welcome during a time of leisure.
Here are some top tips to make sure that your business is giving the best customer service it can!
Be realistic
Sounds straight forward right? Being realistic means not to ‘big up’ your business if it isn’t 5 star. So, therefore, don’t be something that you’re not. Because at the end of the day, you will only have disappointed guests to answer to. Be true to yourself (your business) and make the most out of the great things that you can already provide to your potential customers!
Customer expectations
Following on from realism, businesses need to be aware that a majority of their guests will be leaving online reviews once they have stayed. This is if their experience was bad or good. Satisfied customers are looking for a memorable experience and an energetic service, where it matters the most, and if they get that, a positive review will be coming your way!
Deliver on your promise, always!
Any business needs to keep customers and clients happy, but in the hospitality industry, it’s so important to keep guests engaged in order for repeat business and for referral purposes. For the customer to return all you need to do is deliver what was promised, if you can exceed expectations where possible this is always a good tool to help gain referrals.
Customer loyalty
Remember happy customers are loyal customers, go the extra mile if needs be, and provide additional items where possible, this always tends to impress. Just remember, customers are the most important part of the business without them what would you have – focus on them at all times – and they will be happy.
Respond to Feedbacks
Feedbacks play a key role in helping the property to improve their customer service and be prepared for the next guest. Also remember to never disregard the negative reviews, always acknowledge them with utmost professionalism. Don’t know where to look for your reviews? Look into using a tool such as STAAH’s Reputation Management System, which allows you to monitor and respond to all of your reviews in one place. Easy!
Tell us what your business does to always keep your customer service up to scratch. Email us at marketing@staah.com
