Customer satisfaction should be a top priority for any hotel professional. So whether you run a large hotel chain or a small property in a quiet location, you need to offer your guests the experience you promised them and in some cases you need to go much further to impress them. In this article, we’ll look at how Hotel Alpina can improve the guest experience.
The customer is always the king!
If you are looking to improve your hotel’s services, you may want to consider innovative solutions that will improve your customer satisfaction. Because as you know, the guest’s experience at your property will extend far beyond the length of their stay. Today, Hotel Alpina offers you advice that will help you offer each of your guests a memorable experience:
The guest experience begins long before their arrival…
Did you know that the guest experience begins long before they arrive at your reception to confirm their stay? To get started, you’ll need to create a user-friendly website that offers visual appeal and concrete proof of the experience you promise your guests. So remember to add valuable content on every page of the site, while incorporating the “Book Now” button whenever possible. This way, as soon as a traveller visits your website, they will immediately develop a good opinion of your brand.
Communicate with your customers on a personal level
Communication begins long before your customers arrive at the reception desk. With this in mind, Hotel Alpina recommends using social media to reach your guests before their stay and learn a little more about them. It is also possible to send them personalized reservation forms to learn more about them. While they are staying at your establishment, be sure to add details that personalize the experience. It may not seem necessary, but guests will remember these little touches for years to come and will greatly improve their opinion of your property.
Responding to customer opinions and comments
Don’t let any advice slip through your fingers. When you respond to online reviews, you show other travellers that you value your customers’ opinions and are willing to go the extra mile to improve their experience. For example, when you send emails with guest satisfaction surveys, you’re proving to them that you want more information about their stay and that you’re making an effort to exceed their expectations every time.
Use guest feedback to make future decisions
Use customer comments and feedback to make future decisions about your property. As you monitor customer feedback and respond accordingly, it is important to note any improvements you may make in the future based on these responses. You can also use relevant data such as booking and marketing data to improve facilities, events, promotion design and more. Not only will this help you make the best decisions and use your resources efficiently, but it will also show your past, present and future guests that you truly appreciate their contribution.
