Hotels – Start Treating Your Guests As Family
If hotels want to succeed in this era of cut-throat competition they should stop being selfish and become more guest-focused in their approach. They should try to make their guests feel special. They should treat the guest as a family member.
Many hotels forget that the real secret to success in this business is in treating the guest rightly. If you do that correctly all other things can fall in place. If you don’t do this thing properly, every other thing you try may fail.
We can see so many hotels obsessed about embracing the latest technology, hiring expert consultants to improve their operational efficiency, employing the latest fancy techniques and strategies. Yet they forget the #1 basic rule of hospitality business – treat your guest like a family member. Be friendly and respectful with them.
When someone staying at your hotel feels like a guest or family member rather than a customer, you can pat yourself on the back for a job well done. All things, like implementing the latest technology systems are secondary.
Making a guest feel comfortable, safe, valued can mean the difference between a thriving and a struggling business. Gaining the trust and confidence of the guest is a far more difficult job than people think. That is why so few hotels are able to do it right.
You may find lot of hotels which have beautiful rooms, well-trained staff, have awesome furniture, best cutlery, etc. But when it comes to customer interaction their staff are clueless how to put the guests at ease, how to make them feel comfortable, how to handle agitated guests, how to respond appropriately to guest complaints, how to win their hearts.
These are the real skills of the game, without which other things may be totally meaningless. If you are able to master these skills and teach them to your staff, you can find your business doing great in any sort of economy. You may be lacking in many other things when compared to your competitors but still you may see better revenues and growth!