a hotelier providing great hotel customer service

You may have the most pleasant rooms or the most instagrammable facilities, but if you have poor service quality and customer satisfaction in hotel industry isn’t met, chances are, you will lose customers in no time. In a Washington Post article, they said that “many studies suggest that we are more likely to remember negative experiences over positive experiences, and according to Laura Carstensen, a psychology professor at Stanford University, in general, we tend to notice the negative more than the positive.” Therefore, it is important for hoteliers to make customers happy. 

Customer service is a vital factor of any business’ success which is why hotel customer service is considered the backbone of the hospitality industry. But what does service excellence mean and how will you be able to provide guest satisfaction in hospitality industry?

In this article, we will help you understand everything about service excellence, its role in getting loyal customers, and how you can achieve it.

How to Improve Customer Service in Hospitality Industry

Achieving service excellence is more than just being friendly to your guests and wearing nothing but a smile. There are other important factors that come into play when it comes to customer service in the hotel industry. Here are the 8 best practices to improve customer service in lodging business:

  1. Create a good first impression
  2. Make your guests feel special
  3. Think one step ahead
  4. Listen to what they’re trying to say
  5. Respond quickly
  6. Show respect and maintain a positive attitude
  7. Ask for feedback and take action
  8. Train your staff

What’s inside this blog?

What is Hotel Customer Service Excellence and Why it Matters

Excellent customer service in hospitality industry means being able to consistently meet or even exceed your guests’ expectations and provide customer satisfaction in hotel industry. It matters because great customer service creates loyal customers in the long term. These loyal customers will help you build your brand even without trying because these are the guests who will refer your business to their family, friends and colleagues. 

Related article: 7 Strategic Ways to Boost Hotel Guest Loyalty That Will Help Maximize Revenues

According to Nielsen as written in an article by Forbes, 92% of consumers believe recommendations from friends and family over all forms of advertising. And in a study, 64% of marketing executives indicated that they believe word of mouth is the most effective form of marketing. Therefore, delivering on the guests’ experience has become more crucial than ever to the long-term profitability of your company.

Tips to Provide Excellent Customer Service

1. Create a good first impression

Like in any business, first impressions matter and are one of the main factors that affect customer satisfaction in hotel industry. Bringing your best foot forward at all times will definitely help you gain your guests’ trust. But do note that their experience does not start the moment they arrive at your hotel but at the time of booking. Therefore, it is essential to give your guests a smooth booking experience. And whenever they need assistance prior to booking, make sure to be responsive. 

And when your guests arrive at your hotel, go the extra mile by exceeding guest expectations by offering an impeccable service that will impress them. First impressions create a momentum that ensures customers take all services positively.

2. Make your guests feel special

We can’t stress enough how important this is in the hospitality industry. The key here is: make every guest feel like a VIP. Nothing creates loyalty and keeps guests coming back more than when you’ve made them feel special. 

Simple things you can do to make your guests feel special are by curating a personalized service for them, addressing them by name, being always present to attend to their needs, offering complimentary items, sending thank you notes, and more.

Once they have made themselves comfortable with your service, they will remember their time at your hotel and will come back to experience the same memory.

3. Think one step ahead

Another factor that affects customer satisfaction in hotel industry is proactive customer service. It means that you are providing assistance or solutions before your guest even asks. By reaching out to offer assistance before the problem comes out, you’ll make their lives easier, maximize customer satisfaction and turn them into long-term loyal customers.

4. Be attentive to what they’re trying to say

Listening to your customers is one of the secrets and best practices to improve customer service in lodging business. You have to understand that listening does not only mean hearing what they are saying out loud but also what they are trying to communicate non-verbally. This way, you can fully serve your guests’ needs.

5. Respond quickly

One of the worst things that a customer can experience is not getting any response from the company he is trying to get help from about an issue. In any business, being responsive to all inquiries is very important as it shows how much you value your customer’s experience. When they feel that you value their experience and most importantly, their time, chances are you’ll be able to achieve great service quality and customer satisfaction in hotel industry. 

Respond quickly to all queries, even if it is only to say you are looking into the issue and will be back in touch once you have updates on the matter. It is always better to give them some response than none so the customer doesn’t feel ignored.

6. Show respect and maintain a positive attitude

Serving your customers can sometimes involve emotions and in unfortunate situations, lead to heated arguments. In times like these, a positive attitude goes a long way so it’s important to make sure you are always courteous and respectful. 

7. Ask for feedback and take action

Asking for feedback and acting on it is a vital factor in hotel customer service. It’s essential to know how your guests feel before, during, and after their stay. So that, in case they are not satisfied with something, you can immediately fix it. You can use feedback forms, customer surveys, and even ask them in person. Once you know what they think, do something about it. Review their feedback, identify the areas of improvement, and solve the issue so that your guests will have a better experience the next time they stay at your hotel. 

8. Train your staff

Regardless of how amazing your hotel is, the attitude, especially the customer service of your staff can make or break the reputation of your business. That is why it is important to train all your staff, not just the customer service representatives, about the things they need to know to boost customer satisfaction. The reason you need customer service training is obvious: Well-trained employees can better provide and support guests.

For you to be able to focus more on improving your customer service, it’s better to utilize an Automated Revenue Management System like ZEN eManager Express that helps you lessen the amount of time you spend on strategizing. 

ZEN eManager Express features advanced AI-backed intelligent pricing, real-time automated updates, and in-depth analytics for performance review. By using eManager Express, you can save more attention to serving your customers better. Leave the most crucial aspect of your hotel to be handled by experts in the industry. Book your free appointment now at www.zen-hs.com/book-a-meeting/

Frequently Asked Questions About Hotel Customer Service

Q: What is service excellence and why does it matter?
A: The customer service in hospitality industry definition is simple: Great customer service means having the ability to consistently meet or even exceed your guests’ expectations and provide customer satisfaction. It matters because great customer service creates loyal customers in the long-term. These loyal customers will help you build your brand even without trying because these are the guests who will refer your business to their family, friends and colleagues. 

Q: What is the consequence of not having good customer service?
A: According to research, most of the guests who are not satisfied with the overall service will likely consider switching companies or hotels after just a single instance of poor customer service. A single time of poor customer service can lead to a huge loss in revenue and repeat customers.

Q: What can we do to improve our customer service?
A: Achieving service excellence is more than just being friendly to your guests and wearing nothing but a smile. There are other important factors that come into play when it comes to customer service in hotel industry. Here are the 8 best practices to improve customer service in lodging business:

  1. Create a good first impression
  2. Make your guests feel special
  3. Think one step ahead
  4. Listen to what they’re trying to say
  5. Respond quickly
  6. Show respect and maintain a positive attitude
  7. Ask for feedback and take action
  8. Train your staff

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