Customer loyalty in the hotel industry plays a vital role in the survival and credibility of your business. In the hospitality world, a word of mouth recommendation or a positive review on Tripadvisor and social media can increase your occupancy rate and financial success.
Nurturing relationships with your guests is a critical part of your growing success. Keeping your customers satisfied with your product or service should be non-negotiable and a goal that you aspire to reach with every interaction, no matter how small. Unhappy customers don't just leave. They leave unfavorable reviews and will most likely head to and promote one of your competitors to offer their network what they think is a better alternative.
First Impression Is Everything
The first point of contact between the client and business representative or staff is the first opportunity your establishment gets to amaze and create a lasting impression. For the guest to return, a need to deliver what was promised is important and even better if you can exceed expectations where possible.
Engage with Guests
Every business needs to keep customers and clients happy, but there is a certain expectation to be met in the hospitality industry. It is of key importance that you not only keep your guests entertained, you must also keep them engaged in order for your business to grow and prosper.
Normally, a guest will recount their hotel experience to their friends and family which on average is already around five people. The effects of your customer service will be the deciding factor on whether or not this guest will recommend your establishment to the people in their circle. Customer care in hotels is particularly important because this is where guests are looking to staff to help them make their stay as relaxing and comfortable as possible.
Great service make customers feel that you care about developing a relationship that means more than just making a sale. Focusing on delivering customer service benefits hotel business more than just advertising. Keeping your customers happy is more than continuing to receive their money, it also helps you improve your company to make them even happier and in turn, they're happy to spend more.
The importance of customer satisfaction should never be neglected. Around the world, companies recognise the benefits of good service for retaining and winning customers. Customers who experience good service stay loyal to the business, more so than those who have bad experiences.