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, […]
If you want to provide good service to your guests, you have to know and understand them deeply. You should know them inside out and you should also care about them at some level. This is a must, there is no way around this. If the front desk employees do not care about the guests they are highly unlikely to […]
It is not just children who love unexpected pleasant surprises, grown ups love them too! Hotels can use this knowledge to their benefit by thinking of ways they could surprise their guests by offering them something extra which the guests were not expecting. If you can come up with ways to pleasantly surprise your guests in little ways during their […]
A warm, welcoming smile is very important in hospitality. Always meet and greet the guests with a warm smile that will help open them up. The smile is likely to make the guest feel welcome, important and comfortable. It can set the stage for further interactions between the guests and hotel staff. Welcoming guests with a warm smile is of […]
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