Communication Methods To Improve The Guest Experience

Hotels are continuously wondering how to improve their guest experience to provide a more valuable experience to their guests so that they will return and become loyal consumers. There are various strategic approaches that most hotels utilize nowadays, such as incorporating more technology and a variety of devices that offer value, but the most important and easiest way is to improve communication.

Communication between visitors and hotel employees begins when your guest books your hotel and continues until the conclusion of their stay; there are several interaction moments where you may improve your guest’s experience. Here are some pointers to help you improve your communication skills.

Analyze Your Guest Needs Before their Arrival:

• ‘Being Ready’ This is one technique to improve your guests’ experience. Knowing their desires and requirements and planning appropriately can help you score brownie points with them.

For example, many parents will welcome facilities and services that will make their stay with their children more pleasant, such as baby cribs and babysitter services.

• How we can make this happen, send out pre-stay emails or surveys utilizing hotel-specific survey tools, you can understand what your visitors need to super-serve them, hoteliers can use this resource to anticipate, rather than react to, all of their changing demands.

Nature of Their Visit:

• Every Guest has a reason to visit your hotel, it may be an annual vacation, or a major event in their family like birthdays, anniversaries, or a big family reunion. Or it might be just a leisure trip. Knowing the reason of your guest may help you to personalize the experience of your guest, note “people don’t get to remember the decent experience they remember extraordinary”.
• Understand that if they choose your hotel to celebrate their event, they anticipate a terrific stay. Again, a pre-stay survey might assist you in determining the nature of your guest’s stay. Knowing someone is celebrating an occasion allows you to congratulate them on their arrival and ask if there is anything else you can do to make their stay more delightful.
• These types of arrangements also provide an excellent opportunity to surprise and impress. You may send a card and flowers to a guest’s room before they arrive, or you could gift them a complimentary bottle of Champagne with their evening meal.

Supervise Guest Satisfaction:

• As a hotelier, it’s easy to think your visitors are having a nice time unless you hear otherwise. However, you may not realize something is wrong until you read their dissatisfied TripAdvisor review. Or you could simply pass up an opportunity to transform a happy guest into one who praises about their time with you.
• Rather than complicating things, checking in on how pleased your guests are is a terrific approach to manage your reputation and improve your service. It demonstrates your commitment to providing the greatest possible experience. That you don’t pass up opportunities to assist others; rather, you actively seek them out.
• You don’t want to look invasive, but a few well-timed questions might help you gather feedback on a specific amenity or a general sense of overall satisfaction levels.

Communication Is Essential:

• A Good Old- Fashioned Communication is Important, even if your hotel has top-notch technologies and services, but the communication between your staff and guests doesn’t come up to the mark. This will have a negative impact on your guest’s experience.
• Communicating with your visitors before and after their stay strengthens the bond between you and your hotel, transforming them into loyal consumers.
• Establish rapport and learn about their preferences before they come; make a courteous inquiry to find out whether they are satisfied throughout their stay if they feel appreciated, and look for ways to improve their experience. Thank your guests once they check out, and keep in touch with them via email.

When guests’ needs are anticipated and catered for ahead of time, they feel more valued, and the entire experience becomes ‘Extraordinary.’