This is a pretty straightforward equation: happy guests = recurring customers = higher revenue. Happy guests can also contribute to more word of mouth marketing for your hotel, again leading to more customers and more revenue.<\/p>\n
Now, on the flip side, what happens if your guests have a subpar experience at your hotel?<\/p>\n
It really depends on how unpleasant their experience was\u2014in the worst case scenario, your guest could very well post an online rant about your hotel, resulting in bad publicity for the company. Obviously, we want to avoid that at all costs.<\/p>\n
In this article, we\u2019ll share 9 tips that you can use to improve hotel guest experience, and keep your guests happy. Read on to find out more!<\/p>\n
In a post-COVID\u00a0world<\/a>, we now have a heightened awareness of cleanliness and safety. If you go the extra mile to ensure that your hotel premises are spotless and take extra safety measures, your guests will definitely appreciate it. For instance, you could:<\/p>\n Who wants to be kept waiting as they try to check in? Nobody!<\/p>\n When you provide your guest with a smooth, hassle-free check-in process, you\u2019re allowing them to start their hotel experience on a great note.<\/p>\n How do you do this? Consider implementing a self-check-in kiosk (or, for an easier solution, building a mobile app that allows guests to check in quickly).<\/p>\n You can also collect all the info you need from your guests at the point they book their stay\u2014this speeds up the check-in process later on.<\/p>\n When your staff is knowledgeable and helpful, your guests will have a better experience\u2014simple as that.<\/p>\n Your staff manning the reception should be able to answer questions such as:<\/p>\n Make sure you train your staff well. And instead of waiting for guests to ask first, encourage them to take the initiative to provide recommendations or helpful information to guests.<\/p>\n Running in the same vein, consider partnering with local companies to offer tours and\/or activities to your guests at a discounted rate.<\/p>\n Of course, many guests are used to researching their own activities and booking online. But some folks still prefer the convenience of booking at the front desk and having the hotel coordinate pick-ups and other details for them.<\/p>\n This sounds like a no-brainer, but you\u2019d be surprised at how many guests enter their hotel rooms to find stained bedsheets, dirty tubs, and more.<\/p>\n This really boils down to your operations, so do an audit of your current performance<\/a> (e.g., out of every 100 guests who stay with you, how many complain about dirty rooms?) and figure out how to improve.<\/p>\n We can\u2019t emphasize this enough\u2014this isn\u2019t just a nice-to-have, it\u2019s a must-have. There\u2019s no bigger turn off than a dirty hotel room, so do whatever it takes to make sure your rooms are clean and up to standard.<\/p>\n Cable is old news\u2014guests these days prefer to have access to streaming services such as Netflix, Amazon Prime, and Spotify.<\/p>\n WiFi is a must, too. Make sure that WiFi coverage is good (especially for larger suites with multiple rooms), and fast enough, as guests may be connecting to it with multiple devices.<\/p>\n Want to go above and beyond, and truly delight your guest?<\/p>\n If your guest is celebrating a special occasion (birthday, anniversary, etc) at your hotel, go ahead and personalize their rooms accordingly.<\/p>\n For example, you could leave a complimentary slice of cake in their room or decorate the room with flower petals. These gestures don\u2019t cost a lot of effort or money – but they\u2019ll definitely make your guest\u2019s stay memorable.<\/p>\n Folks are increasingly becoming more environmentally conscious. While sheets and towels are traditionally swapped out every day at a hotel, some guests are now eschewing this practice in an effort to go green.<\/p>\n To cater to this group, leave a note in each hotel room telling them what their options are. (For example, choosing to have the sheets and towels changed every two days, or choosing to have the towels changed but not the sheets).<\/p>\n It\u2019s also a nice gesture to reward guests who do take you up on one of these environmentally-friendly options. You can get housekeeping to leave a small treat in the minibar, or let your guests redeem a free drink from your restaurant.<\/p>\n Here\u2019s the thing\u2014some unhappy guests won\u2019t <\/em>actually tell you that they\u2019re unhappy. They\u2019ll keep their lips sealed, go home, then write a nasty review online<\/a>.<\/p>\n Obviously, the easiest thing to do is to ignore these folks (and some hotels which aren\u2019t technologically savvy might not even be in the habit of looking at their reviews, which means they may not see the review in the first place).<\/p>\n That said, we strongly believe in monitoring your online reviews, and using them as a learning opportunity.<\/p>\n![\"\"](\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2022\/10\/francesca-saraco-_dS27XGgRyQ-unsplash.jpg\")
<\/a><\/p>\n1. Adapt to a post-COVID world<\/h2>\n
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2. Optimize the check-in process<\/h2>\n
3. Ensure that your staff is knowledgeable<\/h2>\n
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4. Partner with local vendors to offer tours<\/h2>\n
5. Ensure that rooms are clean and well-maintained<\/h2>\n
6. Provide sufficient in-room entertainment<\/h2>\n
7. Personalize rooms for special occasions<\/h2>\n
8. Offer the option to go without housekeeping<\/h2>\n
9. Read reviews online and perform service recovery if needed<\/h2>\n