How to Win Your Guest’s Hearts & Drive More Business
It is important for hotels to win the hearts of the guests who come to stay with them. If they can manage to win the hearts, the guests are likely to want to come back to the hotel again when they get a chance. Moreover such guests would give a glowing review about the hotel and refer other customers.
If you win the hearts of your guests they are likely to spend more money with you. Statistics point out the fact that repeat customers spend more per transaction than first-time guests. Repeat guests are likely to try out your other services and amenities. They may order add-on and upgraded services because they trust you and are confident they will be getting good value for their money.
So the question is how can hotels win over the hearts of their guests. To achieve this, hotels need to change their mindset and approach first. They should not view the tasks they do for their guest as a burdensome chore which needs to be quickly finished.
1. Give Better Service Than Expected
Hotels need to adopt the mindset of going beyond what is necessary. They should try to do more than what is expected of them in order to really impress the guests. When the guests get more than they anticipated they are really going to be pleasantly surprised. You can imagine the effect this can have on them.
2. Deal With Issues Instantly
Another important thing hotels can do is instantly deal with any issues that the guests bring to your notice, without wasting any time. Whenever any guest brings up an issue while staying at your hotel, you should try to immediately resolve it for their convenience. This gesture can really win your guest’s heart and make them your great admirers.
Being available for your guests, hearing their complaints, assuring them of needed action, fulfilling your promise by taking steps to resolve the issue are the things which can gain the guest’s trust and confidence.
3. Deal Politely, Cheerfully and Respectfully
Right from the moment the guests arrive at your hotel to the time they leave, you should display a totally professional and nice attitude with them. Greet them with a smile, be polite and respectful with them, listen attentively when they say something, try to make them comfortable, and be cheerful in front of them.
All these actions can endear you in their eyes. Sometimes they may get upset at something. However the hotel staff should try to remain calm and composed even when the guest is unleashing his or her fury at them.
Conclusion:
Delivering an AWESOME guest experience is critically important if you want the guests to keep cominng back at your hotel again and again. There are no shortcuts for this.
The better experience that you can deliver, the higher chance of the guest visiting your hotel again, and even recommending your property within their social circle. Word-of-mouth marketing is one of the most powerful and cost-effective methods of marketing that ever existed. So do your best to make sure every guest leaves your hotel with a smile on the face!