Excellent customer service is essential for any business, but it is particularly crucial for hotels.
In this episode, I’ll share ways for you to improve your hotel customer service.
Welcome to another edition of Hospitality Property School.
I am your instructor, Gerry MacPherson.
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Hotel customer service
Guests come to hotels not just for a place to sleep, but for a memorable experience.
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Whether it’s a family on vacation or a business traveller, customers have high expectations when it comes to their hotel stay. Your goal when it comes to hotel customer service techniques is to make your property stand out and create loyal guests.
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From establishing a customer-focused culture to using technology to enhance communication, the tips I share will show you how to deliver exceptional service that will leave a lasting impression.
Communication
One of the most important elements of hotel customer service is proper communication. This includes not only verbal communication with guests but also non-verbal communication and effective use of technology. Hotels should train their employees to be attentive and responsive to guests’ needs and concerns and to communicate clearly and politely at all times. Additionally, hotels should invest in technology that allows for easy communication between guests and staff, such as a mobile app for guests to order room service or request assistance from the front desk.
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A comfortable atmosphere
Another aspect of hotel customer service is providing a comfortable and welcoming atmosphere. This includes everything from the physical design and decor of the hotel to the atmosphere created by the employees. Hotels should strive to create a clean, attractive, and relaxing environment for guests, and staff should be trained to be friendly and professional at all times. Additionally, hotels should make sure that all guest rooms are well-maintained and equipped with all the necessary amenities.
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Personalization
Personalization is an important aspect of hotel customer service. Hotels should try to understand their guests’ needs and preferences, and tailor the guest experience accordingly. This could include things like offering customized room service options or providing guests with recommendations for local activities and attractions that align with their interests. Again, hotels should invest in guest relationship management software that allows them to keep track of guests’ preferences and tailor their service accordingly.
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Using technology
Technology has revolutionized the way hotels provide customer service.
One of the most popular ways hotels are using technology to enhance customer service is through online booking and check-in. Many hotels now allow guests to book their stay and check in online, saving them time and making the process more convenient. This not only makes the process more efficient for the hotel, but also allows guests to feel more control over their stay.
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In-room technology is also becoming increasingly popular in hotels. Many properties now offer guests the ability to control room temperature, lighting, and even the television using their mobile device or a tablet in the room. This allows guests to personalize their stay and make it more comfortable.
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Virtual concierge services are also becoming more prevalent in hotels. Many hotels now offer guests the ability to use their mobile device or in-room tablet to access information about the hotel and its amenities, as well as nearby restaurants, entertainment, and other points of interest. This allows guests to plan their stay and make the most of their time in the area.
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An important advance in the field of hotel customer service is the implementation of Artificial Intelligence (AI) and chatbots to assist guests. Chatbots and AI-powered virtual assistants can answer common questions and provide information about the hotel, its amenities and services, and nearby points of interest, 24/7. They can also assist guests with booking reservations, check-ins and check-outs, and even provide recommendations for local activities and dining options.
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Another technology that enhances customer service is the use of data analytics. By gathering data on guest preferences and behaviour, hotels can personalize their services and make recommendations that are tailored to each guest’s needs. This not only improves the guest experience but also helps hotels to identify trends and optimize their services.
Handling difficult guests
Dealing with difficult hotel guests can be a challenging task for any hotel staff. However, with the right approach, complaints can be turned into opportunities for improvement and enhanced customer satisfaction.
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One of the most important things to remember when dealing with difficult guests is to remain calm and professional at all times. This can be easier said than done, but by keeping a cool head, you will be better able to defuse the situation and find a solution that works for everyone.
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Another key strategy for dealing with difficult guests is to actively listen to their complaints and concerns. By truly listening and understanding the guest’s perspective, you will be better able to address their needs and find a solution that meets their expectations.
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Once the guest’s concerns have been heard and understood, it is essential to take immediate action to address the issue. This can involve apologizing for any inconvenience caused, offering a complimentary service, or providing a refund or credit. It’s critical to provide a solution that is fair and reasonable, keeping in mind that the objective is to keep the guest satisfied.
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An additional vital aspect of handling difficult guests is to use their feedback as an opportunity for improvement. By gathering data and analysing customer feedback, hotels can identify areas where they need to improve and make necessary changes. This can include changes to policies, procedures, or even physical changes to the hotel itself.
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If you are a member of the Hospitality Property School Group, as a bonus, I will talk about why it is important to empower hotel staff.
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In conclusion
Hotel customer service is a vital aspect of the hotel industry and plays a crucial role in building a positive reputation and attracting repeat business. By implementing effective communication, providing a comfortable and welcoming atmosphere, personalizing the guest experience, and ensuring a seamless and efficient service, hotels can ensure a positive and memorable experience for their guests. It is essential to train hotel staff accordingly, to provide a world-class service that exceeds guests’ expectations.
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Ultimately, by putting the needs and satisfaction of guests at the forefront, hotels can create loyal customers and establish a strong reputation in the competitive hospitality industry.
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What are you doing to improve customer service at your property?
Let me know in the comments.
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We cover more on independent hotels, resorts, inns, bed & breakfasts, vacation rentals in
“The Guide to Owning & Operating a Hospitality Property – Successfully” course.
You find more information at KeystoneHPD.com/course
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You will have access to this episode for as long as you would like, but if you would like to see all the bonuses you would have access to as a member of the Hospitality Property School Group, have a look at the short video in this episode post-show notes.
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In our next episode, I will be talking about 6 Strategies for Contending with Hotel Staff Shortages.
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That’s it for today’s episode,
Until next time, have a fun day.
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If you haven’t done so yet, make sure to sign up for the INNsider Tips, say hi on social and join one of our groups. And make sure you get your free copy of the “How to Improve Your Hospitality Properties Success” e-book.
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You can find all the links in the show notes.
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⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
https://keystonehpd.com/creating-a-culture-of-hotel-customer-service-how-to-stand-out-328
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“The Guide to Owning & Operating a Hospitality Property – Successfully” course.
https://KeystoneHPD.com/Course
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Did you get your copy of the “How to Improve Your Hospitality Properties Success” ebook?
KeystoneHPD.com/How-to-Improve-Your-Hospitality-Properties-Success
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Get Your INNsider Tips
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Join one of your private groups
https://keystonehpd.com/private-groups
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Say hi on social
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LinkedIn: https://www.linkedin.com/company/keystone-hospitality-development
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Listen to The Hospitality Property School PODCAST here
keystonehpd.com/hospitality-property-school-podcasts
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