Be enthusiastic by knowing what your guest expects from their stay at your property. Take guest communication to a higher level by surpassing customer expectations. Incorporate processes to prevent anything that may cause negative experiences for your guests.
Using Property Management Systems to Automate Emails
A good PMS system will allow you to program automated emails. You can create your own personalized templates for each email. Set the triggers for each leg of your customer's journey while in your system.
Thank you for Booking with us.
Pre-Arrival Emails: include places and attractions near your facility.
Post Check out emails: Encourage reviews and feedback.
Analyze Guest Check-in and Check-out Procedures.
Travelers may need help arranging transportation, or finding a specific restaurant. Remote workers will need a space to work if their room does not provide these amenities. Sending an email to guests asking if you can be of help with their needs while at your hotel. Guest relations should make the customer's experience easy, and avoids negative reviews. There are apps and software available to assist in your customer's satisfaction. Your property management system provider may offer guest relations apps or software.
Be Receptive to Complaints
Respond to complaints and negative comments, as well as good comments and reviews. It is imperative that you and your team have constant contact with your online community. When your property receives negative reviews apologize. Then try to move the conversation to a private channel.
Build A Regular Tempo of Communication
Contact your guests early and keep communication active after they have checked out. Automated emails are great when a customer books a stay at your facility. Always follow up with an email recommendation or tip while at your facility. When a customer receives emails from you about their upcoming stay it shows you are a host that cares.
Well-Trained Staff Polishes Your Brand
Train your staff to keep that same level of enthusiasm throughout their stay. Your staff will be the reason your hotel achieves success or goes the way of the dodo. Staff training in the customer service field is imperative. From the front desk right down to the lawn care attendant, train them well. Having staff training is a great way to get the entire staff to become involved in the customer's stay. When you coax your staff into having conversations with customers it is an extension of your brand.
Strengthen Good Reviews
Never hold out until the last minute to have a customer settle a bill for any room service or extra purchases. You want that last impression to be a completely positive experience. Try to encourage payment for extras at the point of sale. A whopping final bill could leave a customer feeling a negative vibe on checkout. That last impression needs to be all positive. TripAdvisor can either make your business shine or decline.
留言