Guest Experience

Tips for boosting customer experience in Hotel Industry

Priyanka Soni
  2021-10-20  5 min

Customer service is a vital component in the success of the travel and hotel industries; as the hotel industry's demand grows, so does the complexity and need for offering a flawless experience. Hoteliers have a significant level of competition, complicated distribution, pricing, and client retention difficulties in today's culture.

With the growth of the hospitality sector, it's become more challenging to strike a balance between company demands and the dynamic nature of their visitors' technologically savvy, demanding, and resourceful attitudes.

As a result, hotels must maintain a plan to achieve this balance and place a premium on the guest experience. To meet their objectives, hotels must evaluate all conceivable scenarios and keep several elements in mind. With a virtual feast of options at their fingertips, travelers want more than ever before. It makes things more difficult for hotels, giving them a greater chance to show their guests an exceptional experience. The capacity of a hotel to appropriately personalize its service for tourists is reliant on the collection and use of consumer data.

This blog will continue to look at methods to improve the visitor experience at your property, particularly during the COVID-19 period.


1. Keeping the hotel updated with new technologies of the market

Today's generation is highly tech-savvy, and they expect hotels to meet their needs. Even older generations are becoming more familiar with technology and seeking smart solutions. Technological advancements include everything from easy checkins to post-stay feedback and solutions, as well as the use of digital marketing and social media marketing to generate buzz among potential customers.



2. Facilitation of personalization

All visitors appreciate a personalized touch throughout their stay based on their preferences and choices, and recent studies show that companies who use technology, data, and service to create individualized experiences for their guests enjoy a 10% increase in revenue and favorable comments. For personalization, you'll need help from experts in CRS (central reservation system), which manages reservations across a portfolio of hotels and helps in gathering general information about the value to customers, CRM (customer relationship management), which helps in sorting targeted promotions and upselling offers based on market demand, and SO (service optimization), which collects guest experiences and works on the negative ones frequently to improve the service.


3. Post booking check on customers

Establishing a relationship with the guests by scheduling a follow-up call or a feedback questionnaire will help you to gain useful information from the guests' experience, demonstrate your dedication to customer care, and reinforce your brand promise and reputation.


4. Flexible booking policies

Many consumers may be hesitant to book too far in advance, and they may be forced to cancel reservations at the last minute. For hotels, online travel agencies, and airlines, cancellation costs are routinely eliminated or eased. It will help to ensure critical visitor satisfaction and future loyalty by giving empathy via flexibility.



5. Contactless services

These are requests that travelers have made for a long time prior to the pandemic, but they are considerably more prevalent today in this Covid age. It would not only save time and work for the guests, but it would also make them feel safer. Hotels should utilize industry-specific software to help with checkin and room operation.


6. Managing hotel's online review and reputation

Respond thoughtfully and promptly to all comments, whether positive or negative. If you indicate that you've taken constructive comments, your visitors will feel confident that their concerns are your first priority. Encourage visitors to share their stories on social media or to provide them permission to publish their thoughts. If you take proactive efforts, your reputation will remain favorable.


7. Look for collaborations with other businesses

Combining your services with those of another local tourist attraction is a tried and true way to add value to your packages. It also gives you a wide range of alternatives for what you may offer your guests. Zoo, excursions, theme parks, and museum tickets, as well as lunch coupons, are always in high demand. Even one-time events, such as performances, can be combined to produce short-term packages. You may cater to a wide spectrum of clients in this way, including those who are looking for adventure as well as those who are looking for nice shopping and dining. Keep in mind that the situation with COVID-19 might change at any time, so make sure your packages are up to date.


By considering and implementing the aforementioned elements, hotels will be rewarded with recurring business, word-of-mouth referrals, and positive social media reviews for establishments that can provide a memorable experience through distinctive amenities, personal touches, and exceptional customer service. Because, after the covid epidemic, maintaining a favorable hotel review has become more difficult, guests now expect a satisfying, safe, and hygienic guest experience. To explore more about the tips for boosting customer experience as well as for increasing your revenue through upselling request a FREE DEMO with us today.


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