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STAAH Blog

  • Home
  • MANAGEMENT
    • Why Every Hotel Needs a Channel Manager…

      Program Konsorsium Hotel: Bagaimana, Mengapa & Berapa…

      โปรแกรม Hotel Consortia: อย่างไร ทําไม และค่าใช้จ่ายเท่าไหร่?

      ตัวจัดการช่องทาง Channel Manager คืออะไร และทำไมผู้ให้บริการที่พักจึงจำเป็นต้องมี?

      The Top Traits of Exceptional Hospitality Professionals

  • Marketing
    • Smart Hotel Distribution: What Every Hotelier Needs…

      The Ultimate Guide to Turning Negative Reviews…

      6 Social Media Trends Hoteliers Must Leverage…

      ไอเดียโพสต์โซเชียลมีเดียที่กําลังมาแรงสําหรับโรงแรมในปี 2025

      Xu Hướng Nội Dung Mạng Xã Hội…

  • Tips & Trends
    • Smart Hotel Distribution: What Every Hotelier Needs…

      Maximizing Hotel Revenue: Advanced Channel Manager Strategies…

      The OTA Balancing Act: How a Channel…

      Tapping into Wellness Tourism: A Hotelier’s Guide

      Overcoming common challenges in channel management for…

  • News
    • Cloudbeds and STAAH partner to enhance channel…

      STAAH Achieves Prestigious Seamless Product Badge from…

      STAAH Product Updates You Can’t Miss –…

      Thoughtful Thursday – Reporting for Properties: Converting…

      Thoughtful Thursday – Matrix – Revenue Control…

  • Success Stories
    • The Komu Boosts Direct Revenue by 25%…

      Online Revenue Jumps 50% for Mangkuluhur Residences…

      23% more online bookings for Vivatel Kuala…

      STAAH boosts Indonesian resort’s direct bookings by…

      Nova Express Pattaya expands online visibility with…

  • Resources
    • All BLAAH BLAAH @STAAH Connectivity News e-Books Events Podcast Quiz Testimonials Webinars

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      STAAH’s new eBook to guide hoteliers through…

      BLAAH BLAAH @STAAH with Captain Mihir Deepak…

      BLAAH BLAAH @STAAH with Dia Mirza

      BLAAH BLAAH @STAAH with Avijit Arya and…

      BLAAH BLAAH @STAAH with Mauro Risch

      Connect with Expedia – Expand Your Reach…

      Alexa+ could earn “top-of-the-funnel” spot in travel…

      STAAH & Hotelbeds: A Powerful Partnership Driving…

      EMPOWERING CHANNEL PARTNERS: THE POWER OF CONTENT…

      STAAH’s new eBook to guide hoteliers through…

      STAAH ReviewMinder Playbook

      STAAH GDS Playbook

      The Expert Guide to Drive More Direct…

      BLAAH BLAAH @STAAH with Suwamana Wahyu Putra…

      BLAAH BLAAH @STAAH With Matthias Dybing And…

      BLAAH BLAAH @STAAH with Vikramjit Singh and…

      BLAAH BLAAH @STAAH with Suhail Kannampilly and…

      STAAH Weekly Hospitality Quiz: 17 January

      STAAH Weekly Hospitality Quiz: 10 January

      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

      Pramana Experience (Indonesia)

      Merusaka Nusa Dua, Bali (Indonesia)

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4 Ways to Improve Hotel Guest Satisfaction

24 July 2019
Guest Satisfaction

As a hotelier, there’s not much that’s more important to your business than guest satisfaction. It drives rate, fills rooms, improves rankings, and keeps your property ahead of the competition. 


But with conflicting priorities, it’s not always easy to keep the guest satisfaction centre stage. We’ve found some ways that you can improve guest satisfaction that is simple to execute and guaranteed to give you results.

Personalise their experience

Guest Satisfaction

The most important element in communicating with guests is making sure the messages feel personal. Your guests will respond best when it’s clear that you have taken the time to know them and treat them as individuals. Try sending personalised emails to guests based on where they are in their life cycle, how loyal of a guest they are and other factors you may know about them i.e. where they are from when they like to stay, packages they like to book, etc.

Implement in-room technology

Technology that is being developed for hotels these days is a game-changer for the industry. An example is the smart room keys, which allows your guests to simply swipe open their hotel room door with the use of their smartphone. The use of tablets in guest rooms has also helped the communication between guests and the front desk. Travellers can also make pre-payments to local attractions or in-house amenities ahead of time, which is a big time-saver for both the guest and hotel. Many hotels are adding virtual assistants such as Alexa, Google Home for room service, etc.

Guest Satisfaction

Reward repeat guests

Building customer loyalty is important to any hotel’s success, and yet in today’s competitive market loyalty is becoming harder and harder to maintain.

Providing guests with a little extra, by offering a few services for free, can help endear guests to you and your brand. Offering complimentary services is an effective strategy for providing customer service that guests will go home and tell their friends about — or better yet, share on social media. It can be as simple as offering free Wi-Fi or a free shuttle to the airport or to local attractions.

Other simple things can be done to build customer loyalty and consequently, increasing customer satisfaction. For instance, remembering special occasions such as birthdays or giving personalized promotions and discounts.

Reward repeat guests

Always respond to guest feedback (even the negative)!

Why is responding to guest reviews important? According to research by TripAdvisor, 87% of travellers agree that the right response from the hotel management to a bad review improves their impression of the hotel. With online reviews playing a bigger role in the decision-making process when travellers scout for hotels, it is more important for you as hoteliers to manage your online reputation better by responding to reviews.

Actively solicit and respond to guest feedback. When you accept and promote your online reviews, you are showing other travellers that you value the opinion of your guests and that you are willing to go the extra mile to deliver superior customer service.

STAAH’s product, ReviewMinder is a review management system, which alerts you to new online reviews across multiple sites so you don’t miss any! It monitors sites such as Google, TripAdvisor, Booking.com, and Hotels.com. And because the reviews are sitting all on one dashboard, you can reply to the reviews in one place!


We love hearing from you. What you are doing to improve your hotel guest satisfaction? Feel free to share at marketing@staah.com

 

4 Ways to Improve Hotel Guest Satisfaction was last modified: June 30th, 2022 by staah

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