Being a traveler or living through accommodations and hotels is enjoyable. However, the experience of your hotel during your trips matters a lot(guest Satisfaction), it leaves you with a sweet and enchanting feeling each time you revisit the moment or think of a trip.
Related:- 16 Essential Hotel KPI to Track Your Hotel Performance
The stay at hotels is a vital part that shapes our trip experience. Do you remember being satisfied with your last hotel? Was it in accordance with your requirements and mood? Did you feel welcomed by the staff? Did you achieve guest satisfaction in a hotel? Was it the hospitality that made the trip stuck in your mind with a feeling of positive interactions?
Everything revolves around hospitality in the hotel industry is Guest Satisfaction, the more hospitable the experience you provide, the more customers will likely be coming to you. Furthermore, it enhances your hotel’s reputation as a whole through reviews and word of mouth. Providing Guest satisfaction in hotel is the key to establishing a good imprint on your customers.
How likely you would tell your friends about the hotel and trip experience if you had an amazing time? I am assuming, a lot of us tell our trip stories to our close ones, especially if we had a good time. So this hotel experience plays a major role to make your guest’s trip memorable so you would not wanna miss that one chance to provide them with the best hospitality possible.
Though each experience, no matter how significant, shapes the experience and overall perception of guest hospitality in the customer that is why it is crucial for the hotel industry to put a heavy emphasis on the importance of guest Satisfaction in hotel.
25 Simple Tips for Improving Guest Satisfaction in Hotel
We would be guiding you to 25 tips that you can use to improve your guest Satisfaction In Your Hotel
#1- Accommodating the guest during the registration process
Experience in hospitality starts right from the moment you interact with your potential customer, no matter whether online or offline. Let’s say there is a customer looking to book a hotel and he comes across your website and decides to call the management for an inquiry related to the hotel packages, amenities, and all the related things. This becomes a chance to provide them with all the required information in a friendly and accommodating manner. It leaves a positive imprint on your customer or potential customer.
Providing an easy and smooth booking process, rather than a complicated one can help them book easily. Alongside providing proper contacts like numbers and e-mail addresses for any inquiry they desire, timely feedback on their concerns can also help them feel fascinated with the service.
This maneuver improves the chance of them registering a booking from you, it improves their experience and creates a positive bond between the customer and the hotel or brand image. Moreover, with an emphasis on communication friendly relations can be established between the hotel and the customer and this can also lead to an increase in sales.
#2- Helping Guests with Check-in facilities
Guest satisfaction in hotel is related to how efficiently you elevate guest Satisfaction at each stage. This goes on with the Check-in process, sometimes guests require early check-ins, and there could be multiple reasons for this.
Often, guest requests early check-ins, and usually, most hotels do not allow them to check in on an early basis, this leaves the users with a bitter and appalling experience. Furthermore, this reduces the pleasure of guest satisfaction in hotel.
By allowing the guest requests, you can initiate a positive impression and make them feel welcome and they would appreciate this favor from the hotel. However, if there is not any vacant room during early check-in, you can make them wait in the relaxation area, perhaps serving them tea/coffee and providing them the best comfort possible.
#3- Quick Check-in facilities
When guests arrive, it is important for the hotel to provide them with a seamless experience of check-in. Nobody likes to wait for too long at the reception desk so it becomes an impression stage if check-in goes well, the customer proceeds with a positive experience. Make sure to accelerate the check-in process because if it gets fuzzy the customer might receive a negative impression from the hotel.
#4- Implementing self-check-in facilities
With the ongoing technological advancements, many hotels have implemented self-check-in features on their premises. Especially in such an era when Google assistant, Alexa, and Siri are popular in general and automation is appreciated in each and every field via Artificial intelligence.
As seen in many destinations, the self-check-in kiosk has been implemented, for example, indigo has implemented a self-check-in kiosk in their airport which allows travelers to do so check-in at their own pace.
A kiosk is a touchscreen device that can be used for check-in or check-out while allowing one to pay with debit or credit cards. Some destinations have even implemented mobile apps to facilitate the process, with the help of technology you can reduce the time taken for check-in.
#5- Personally greeting the guest
Key to Guest satisfaction in hotel industry, is personalization. Guests love to be accommodated personally throughout their hotel experience.
For example, you can choose to refer to the guest by their first name or by greeting them in their regional language upon their arrival, especially in the case of foreign guests. However, guests love these small efforts, even if you ask them about their trip and whether they had any issues while traveling,
Guests would not mention these small things but the hotel staff would have to take care of these etiquettes while interacting with the guest, so you can make them feel comfortable.
#6- Personalization of space
Make sure to keep the guest’s recommendation and requirements aligned with all the arrangements prior to their arrival and these recommendations or customizations should be based on personal requirements and should be shared across all departments.
For example, making amends in relation to the guest requirements in their room, in the breakfast, customizing menus, and implementing customized decorations. This information related to each department like the food department, room department, and cleaning department should be shared properly so their work correlates to the guest’s requirements.
#7- Taking care of hygiene
Make sure to set a proper standard of hygiene in your hotel for the guests. Everybody appreciates clean and hygienic space, especially when it comes to personal stays.
Arrange all the clean bedsheets, linens, and towels beforehand, and make sure to keep all things in their respective places like bedsheets properly arranged on the bed, pillows adjusted systematically, towels, soaps, and other amenities in their place. Curtains and windows, make sure they are dirt free, a lot of hotels ignore these small things like windows they should be cleaned frequently from time to time. Dusty curtains can be a big turn-off to the experience.
#8- Focus on maintenance
Make sure to keep a check on all the working devices that are installed in the guest’s room like bulbs, AC, or any other kind of sensors or devices that works to elevate the experience. There should be regular checkups of these devices like bulbs, are they even working properly? Whether ACs are properly cooling or not, all the charging ports should be accessible and working.
Hotels employ regular checkups of these devices, nowadays, so the faulty ones get either fixed or replaced as soon as possible. These arrangements can help hotel keep their things up to date and provide the guest with the best experience possible without having a fear of them facing an unfortunate, untimely issue.
#9- Providing all the supplementary amenities
Travelers ought to travel with a lot of devices like mobile, laptops, cameras, wearables and dozen of other devices which need electricity to charge so make sure there should be functionality and accessibility to use and charge those devices. Along with that, there should be enough Wi-Fi bandwidth to support internet connectivity on all devices.
Usually, a lot of travel bloggers and tech-savvy people travel with all the gadgets these days so make sure that rooms have all the facilities to support every latest tech compatible Some hotels provide OTT accounts to their guests like Netflix or Amazon Prime, so they can keep themselves entertained this further improves guest satisfaction in hotel.
#10- Personalized interactions
Make sure to deliver a welcome card to your guests when they reach their room, it can be anything even a basic message welcoming them with their name on it, perhaps delivering them, sweets, with a personal message. If your guest is an influencer you can give them some additional trips to your locality and nearby destinations which will be beneficial for them if they plan to shoot a vlog.
Or you can say if your guest is a businessman, you can provide them with some extra cabin which they can use for their work. They will surely appreciate these gestures from the hotel.
#11- Handle queries and concerns professionally
When the guest provides some informative feedback regarding anything, whether it is positive or negative. The staff should learn to receive the feedback professionally and make sure to work on the area it concerns so that if the feedback was negative the guest should not have to face that issue again, constructive criticism is good to receive, it can actually help one to improve. While being professional the staff should reassure the guests that any untimely issue would not be faced by them again.
#12- Create a profile of the guest
Make sure to take notes of what your guest prefers, how he like his room, what food he prefers, and all the personal details which are not sensitive should be noted, so they can be used to create a more personalized experience for the guest. Furthermore, allow staff to develop great relationships with their guest so they can feel their hospitality and develop a bond based on loyalty.
#13- Be kind to your guest
Hospitality is based on kindness, it is an undeniable essence. When the staff and management are kind enough no guest would ever feel unwelcomed, hence it is necessary to have empathic, optimistic, and kind behavior toward your guest.
Allow your staff to interact personally with the guests so they can develop a greater bonding of kindness with guests, help start the conversation, and casual friendship, this type of friendly environment fosters generosity and a positive attitude among both the staff and guest.
#14- Preparing beforehand
Hotels should start preparing as soon as they have received an order from the guest, the moment they receive the confirmation for booking, is the moment when the customer-provider relationship starts. Hotels should not delay to prepare and make arrangements as per the guest’s needs.
#15- Using the Hotel’s software application
By developing a comprehensive application for their business, hotels can ease the process of booking by providing users with a simple application and minimal process on their own application. This may help users to receive timely updates about bookings and they could track all the details through the app.
#16- Train your staff to be attentive
Make sure to prepare your staff, by giving them formal training and allowing them to follow some protocols, they should follow while on duty that would equip them to establish a healthy relationship by using communication skills.
#17- Focus on appearance
Hotel staff should follow the proper guidelines for appearance and dress because it adds a vital impact on your guest experience. Make sure the staff follows the proper dress code with neat and clean clothes it is just as important for your hotel’s reputation.
#18- Observation
When the guests arrive your staff should be able to welcome and take care of them properly with remarkable service.
If your guests are tired after a long trip to the hotel you could offer to help them with their tasks or perhaps you can make some arrangements for refreshments and maybe a spa would be nice too.
#19- Body movements
Your hotel’s staff should be well trained with all the body movements that requirement to provide respect and make your customer feel welcome they should have a sense of proving service with regards to all the etiquette for example greeting guests in a proper manner, and smile at them while answering their queries.
#20- Providing complimentary gifts
Make sure to provide complimentary items to your guests. It can help improve guest satisfaction in hotel, by gifting them a box of sweets by doing these actions you can actually show them that you care and they will definitely appreciate this step.
For example, if there is a couple that visits your hotel, you can initiate a positive mark by arranging a special dinner for those love birds, they will surely appreciate this moment.
#21- Enhance security
Make sure everyone who visits your hotel feels comfortable around for that you should have all a minimum team of security personnel in your staff that will be available every time so any unfortunate or untimely incident can be handled properly.
Make sure to install CCTV cameras on your premises so every activity could be tracked and a safe environment can be maintained for all the guests and visitors this will certainly improve guest satisfaction in hotel.
#22- Focusing on Guest satisfaction
While you are at it, one may ask what is guest experience in hotel? You should be taking an observation at whether or not your guest is comfortable, if he is having any issues or difficulty, he should be satisfied in all the domains and all his requirements should be met which concerns security, personalized requirements, food menu, etc.
It can be measured by the guest’s response to how satisfied is he with the hotel’s services and by receiving the response the management can help to improve certain areas in order to maximize guest satisfaction in the hotel.
#23- Establishing a pet-friendly environment
Some hotels deny check-in to visitors if they accompany a pet with them, this provides a major turn-off at the beginning point of vacation so make sure to welcome pets, if your hotel has a policy for it make sure the guest complies with all the rules, and regulations under which pet can be allowed. A lot of people prefer to travel with their pets they should feel accompanied by the hotel’s policy.
#24- Start a program for regular customers
There should be a reward-based program for loyal customers, who books your hotels too often, they should be made part of a reward program through which they can receive exclusive gifts and discounts on their bookings and this step might help boost sales and increase the revenue. Users love the company which appreciates their loyalty and when they get benefit from it, their relationship compounds and gradually grows stronger.
#25- Must check reviews
Make sure to check all the reviews posted on your hotel’s website or app and proceed to improvements if there’s any negative review or complaint about any part then the hotel should learn to work on it and take both positive and negative reviews professionally.
These actions will certainly help to improve current and upcoming guest Satisfaction during their stays.
