5 Tips to increase guest satisfaction
Hoteliers are under more pressure than ever before to exceed guests’ expectations. By using a proactive approach to identifying any issues and overdelivering wherever possible, boosting guest satisfaction can be a relatively straightforward process.
These five tips will help you to create a memorable stay for all the right reasons.
1. Start at the very beginning
First impressions matter, which is why you should design an efficient, frictionless check-in process. With a five-minute wait at check-in reducing guest satisfaction by as much as 50%, it is vital to dedicate resources to creating a warm welcome, or introducing technology solutions if staff numbers are limited.
2. Set expectations
The quickest way to earn a bad review is by overpromising and under-delivering. Remove this risk by setting realistic expectations in your marketing materials. Another way to help guests know what to expect is by sending a pre-arrival text or email, allowing them to plan their stay and see any key information.
Wherever you have the capacity, why not overdeliver to create an extra special stay for guests? Consider offering complimentary upgrades when you have space, a welcome amenity, or other personalised touches, such as gifts in the room for special occasions.
4. Monitor guest feedback
By keeping an eye on reviews, you can see your most important areas for improvement and action these accordingly, making sure you can tempt guests back and be proud of the service that you offer.
5. Solve any issues
An incredible 42% of guests will return to a hotel that is able to solve any issues quickly. Make sure staff are equipped to deal with unhappy guests and empower them to resolve issues quickly.
Looking for more ideas to boost guest satisfaction? Click here to read more.
Holly brings a wealth of experience in both print and digital publishing and is very passionate about the hospitality industry.