Listening is the key to success in hospitality. Listening attentively to a user is a great method to not only learn what they need but also to show that you hear them and are taking action to solve their concerns. You can gain their respect and appreciation by resolving a difficulty for them. Reason #1: Improves Understanding Of Customer Needs: […]
We people have always associated memory with something we can recall, such as music that immediately takes us to a cherished past. The sense of smell is perhaps more strongly tied to memory than any other sense. Those with complete sensory function may be able to recall fragrances that trigger specific memories, such as the perfume of an orchard in bloom […]
Communication is of primary importance in tourism and hospitality sectors. The importance of communication in the context of hospitality has created a slew of concepts aimed at providing a detailed understanding of the customer/guest and better serving them. Guest trip mapping and guest messaging are two examples of such notions. Using guest messaging to please visitors has made its way […]
This is the second part of the article on how to deal with an angry hotel guest. You can read the first part here – Handling Angry Hotel Guests We continue below with more tips when you encounter an angry or frustrated guest. Try to solve it with a clear mind, contemplate your customer’s problem: You want to apologize whether you […]
It is important to provide excellent customer service for all your hotel guests. While it can be simpler to deliver an excellent service to happy guests, the harder thing is to offer exceptional service to unhappy customers. According to a survey taken in the U.S, 30% of Americans would consider switching hotels after only one incident of bad service. So, […]
Improving Hotel Guest Satisfaction May Be As Simple As A Smile According to the survey, 33 percent of guests claimed they were received with a grin just “occasionally,” while 61 percent said they were greeted with a smile “all the time.” That 33 percent’s satisfaction score was 110 points lower (on a 1,000-point scale) than those who were “always” welcomed […]
Simple facial expressions may serve to heighten sentiments. This is usually referred to as the ‘feedback loop’ or ‘facial feedback hypothesis.’ A smile boosts our mood, helps us feel better, and even makes a joke appear hilarious. You already know that smiling makes you happy, but did you realize that it also has employment benefits? Your Smile Causes Happiness in […]
When attempting to sell a product or service, companies should strive to not only excite customers to buy but also to ensure that the process of buying caters to a bigger (and ultimately memorable) customer experience that instils long-term loyalty. This is especially true when it comes to the hotel industry. Travel is an experience in and of itself, one […]
Although most of these points should be self-evident, it is always a good idea to double-check that your hotel satisfies these 7 Basic Requirements to suit the demands of your hotel guests. Unfortunately, most guests are unlikely to compliment your attention to detail, but they will surely share their experience with a dirty carpet, scratchy bedding, or unpleasant odor. While […]
Dealing with dissatisfied hotel guests is an essential element of any hotel manager’s job. A hotel visitor may become irritated for a variety of reasons, some of which are genuine, while others are not. As a hotelier, you are in the business of dealing with different types of guests; some may be calm in their manner when expressing their discontent, […]
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