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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

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      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…

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      STAAH Weekly Hospitality Quiz: 20 December

      STAAH Weekly Hospitality Quiz: 13 December

      The Domain Hotel and Spa, Bahrain

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Bowl ‘Em Over: 7 Killer Tips to Improve Customer Service

7 March 2018
Improve Customer Service

Bad hospitality experiences can spread pretty fast in today’s connected world. To avoid getting into a messy situation, it is important to stay on top of your game and keep deliver exceptional service. Here are some tips on what your guests are expecting.


Tech Explosion

1. Gear Up for the Tech Explosion

The majority of guests today are self-sufficient, tech-savvy travellers who expect high-performing and intuitive apps and web platforms. Make sure your digital tools are all up to date and user-friendly. The new age travellers have no patience and the need to deliver a seamless technology journey from discovery to booking is essential.

2. Cater to Millennials and International Travellers

The former (18-34 years) are becoming a well-travelled segment and the latter is a representation of borders becoming less relevant as leisure travel continues to skyrocket. It also means you should know where your guests are coming from, learn about those cultures and where possible roll them up in your service.

Travellers

3. Deliver Authentic Experiences

Find your unique selling point and use it to your advantage – what’s that one story about your place and its people that will leave the guests talking? In an era where everything is ‘glocal’ – even Google is pushing to get local content – you should become the destination expert.

4. Improve Your Response Time

The internet has made people less patient. Guests want everything NOW. Handling guest requests more quickly, efficiently and with greater accountability will lead to fewer complaints, better guest relations and lasting impressions.

Responding to online reviews, positive and negative, is not just helpful, but extremely important.

5. It’s OK to Apologise

Remember the phrase ‘Customer is King’? Well, that’s still very much true. More so when your online reputation is at stake. Not only is it good practice to apologise for errors, it’s arguably more important to do your best to rectify them. Doing so will hopefully improve the customer’s experience and reassure them that their satisfaction is valued by the business.

Don’t Forget the Human Touch

6. Technology Is Great, but Don’t Forget the Human Touch

Robots, virtual assistance, online bookings, artificial intelligence, personalisation … these are all good. But, nothing beats the hospitable touch that only a human can provide – nothing machine learned about it!

7. Sustainability Rules

The threat to our environment is very real. It is not a surprise then that eco-friendly touches or full sustainability adoption is becoming a norm. If you’re adopting sustainable practices, make sure you talk about them.


Developing killer customer service skills doesn’t happen overnight. But if your staff and you begin now, you will start noticing the impact over time. It may not be soon, but it will certainly be a lasting impression that will go a long way into growing your business.

Bowl ‘Em Over: 7 Killer Tips to Improve Customer Service was last modified: April 22nd, 2020 by staah

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