Offer Something For Free In the end, if you keep up a dialogue with guests to understand what they want, you’re one step closer to creating a memorable experience your guests will come back for. Guests expect this process to be fast and simple with payment systems that are accessible via mobile. While hotels spend tons of money on marketing themselves and their brand, they forget the basic requirement to attract and retain customers is through outstanding customer service. They put balloons, champagne, chocolates, and presents in their room on the day. Never ignore families. Your website must be optimised for these devices and you should also add links for maps so travellers can find your hotel while they’re out and about. Tasks typically involve checking in and checking out guests, taking reservations, and answering any questions guests may have. Many guests will be hesitant to book too far in advance and also may be forced to cancel reservations at short notice. Guest services at a hotel are the services, amenities and help that the hotel provides for its guests. But there are plenty of ways to customize their visit every day, you just have to look for them. Guests come in all different shapes and sizes, and it’s important to understand what type of guest you’re dealing with in order to ensure you are giving them tight best service according to their needs.‍ Classifying the different types of guests ‍There are different ways of classifying hotel guests … This system has been built upon the desires of consumers. Again, assurances will need to be made that you have this under control. Rates and availability – Your rates need to be up-to-date and clearly displayed. Using check-in as an example, your customer service might include asking for names and identification, and directing the guest to their room. Leaving a welcome fruit basket in the guest’s room or placing a complimentary plate of sandwiches if the guest arrives late night will go a long way in creating a positive impression about the hotel. Introduce them to local and cultural experiences – Attract leisure travellers by including local culture and authentic experiences. Test out different alternatives to figure out what satisfies guests the most and get to the best return on investment. When these do not find these things, they call the front desk. You probably know everything you need to about your website, so a simple task like finding information or making a reservation becomes very intuitive. Plan activities in the hotel based on the kind of customers your hotel attracts. With a veritable banquet of options at their fingertips, travellers are demanding more than ever before. Integrating your guest loyalty program into your mobile app will allow guests to more easily collect points, earn rewards, and claim their benefits. Your hospitality will include a warm greeting and some questions to get to know the guest better. So show your guests that you care about them by using Internet technology to your advantage. Sign up to our blog and receive regular updates on the content you're into. Whether guests have booked your hotel for a relaxing break or for a business trip, they expect a high standard of customer service as well as a high level of comfort. The travel industry is dominated by customer service, and hotel businesses live and die by the satisfaction of their guests. On an app you can curate a personal guide for your guests telling them about all the features of your hotel, what attractions are close by, and where they should go to shop and eat. Your website’s main goal is to generate bookings for your property, so you must consider if you’re offering all the information your guests need prior to making a reservation. Creativity – Customers have expectations for what most hotels will and won’t do. Hotels are realising they need to be in many places at once, with constant visibility being a cornerstone of booking success. What if travellers are simply offered the choices that correspond to their desires? Travellers will naturally be health conscious when they travel in the immediate future so you need to make assurances that your hotel is undertaking best practice in this area. The key is to take these idiosyncrasies in your stride and still make an endeavor to create a memorable stay for your guests. Detail – True attention to detail can’t be found in a manual. Your hotel can only benefit from selling packages as guests who purchase them are less likely to cancel their booking. Customisation is kept to a minimum to make it easier for the hotel to manage their guests. Proactive hotels take it upon themselves to help guests prevent burning up by including sunscreen-spraying booths as a standard luxury hotel service. The collection and use of customer data will allow a hotel to effectively personalise their service for guests. Identify them. Mobile capability – More than 50% of travellers are booking their hotel using a smartphone. Ensuring the room is clean and ready for the guest on arrival will make a guest happy. This may require the front desk to take action without getting permission and that is why a hotel should empower its employees. On the guest services side, the hotel is responsible for making and verifying a reservation according to a guest's requests. On top of complying to any government and industry instated requirements, hotels will need to look closely at what travellers might be coming to their area, what they’re looking for, and what services can be provided to them. Now consider if you’re showcasing these attributes to the fullest extent via your website. It’s the perfect time to connect with local companies to broaden your offering. and also continues post-stay, with technology being a driver throughout the entire journey. Once they care, you’ll have a lifelong customer and a hotel experience ambassador. Guest services include concierge, room service, and laundry. These are little things, but they matter a lot. Being cooped up for weeks and months on end will have travellers craving adventure, exploration, and fun new experiences. Search our site for the hotel, accommodation, attraction or other restaurants that you visited and would like to review and write your opinion. Your direct booking engine or online reservation system should empower customers to explore extras such as guest experiences. Ideally you want a package that will please every guest but at the same time, if you have too many it will dilute the impact. Even when all the restrictions have dissipated, the fear won’t. What Are Guest Service Skills? Great customer service in a hotel means personalizing the service to each guest’s needs and requirements. The majority rules. This is where customer service comes in. Guest Services - Discover Swissotel Le Plaza, hotel in Basel and enjoy the hotel's spacious, comfortable rooms in Swissôtel Hotel. One of the methods they use is by downloading apps. For a guest, walking into a ‘smart’ room where they can immediately sync and exchange data with every electronic device from their phone is the new height of convenience and efficiency. With this simple exercise you should be able to identify the main challenges that your guests face, from poor load speed to varying navigation difficulties. So it’s no surprise, then, that some of the technology industry’s best-loved platforms have historically centred around chatting. A hotel is part of the hospitality industry and the more you offer a home away from home, the higher the likelihood the guest will return and even recommend your hotel to friends and family. RE: Hotel Guest Service Agent, Ref# 2227190, 08/05/2014. These days much of what you’re trying to achieve can be approached with a technological solution. Often it’s the children you’re appealing to most because parents will be looking for activities that will occupy the kids. In particular, many Caribbean hotels offer this service, loved by solo travelers, couples and families alike. Much is discussed in regards to guest experience in today’s travel world, but often the guest experience and hotelier experience are inextricably linked. So, let’s have a look at some of the top service tips to help delight the hotel guests. While most packages include a room and some type of external activity, you can make your packages even more enticing by adding your own service to the mix such as spa-treatments, a bar tab, or private dining experience. This ensures there’s never any misinterpretation of requests or enquiries. A new breed of tech-savvy travellers has emerged in recent years, and they expect hotels to be keeping up with technology. PUBLIC ADDRESS SYSTEM • Another system of paging a guest in hotel is (P.A system) • In hotels it is channeled with music is played from a central room • One switch of the same is with the receptionist • When a phone call or a visitor for a guest then the receptionist switches off the channeled music from all public areas and announces the name of the guest and room number of the guest • This … If you don’t have an app, guests may decide to book elsewhere. For instance guests could book in as little or as much detail as they want, including: Enhance guest experience with… experiences! Even while gaining inspiration to travel, people are using mobile technology to browse Facebook or Instagram, so a constant presence is needed from hotels. Hotel Guest Experience and Customer Service If you’re a hotelier, you’re in the business of serving others. Hotels should access industry specific apps to help with check-in and room functionality. Guests might become rather bored if they see yet another ‘romance’ package. It’s vital that you consider what impressions they’ll be forming during this research phase – you need to win them over here and good online experience is the way to do it! Intensify cleaning procedures, especially in high touch areas like these. When you show your customers you care enough to give them something extra it can win you a repeat customer for life, ensuring valuable revenue for your business. This analysis will help you to optimise your online positioning. Not only will it save the guest time and inconvenience, it will now make them feel safer. This won’t happen if they have a bad experience on your website or with your booking process. Some hotels, especially those outside city centers, offer a complimentary pick-up and drop-off service for their guests. Would you like to continue browsing in Spanish, or view the home page? Many guests at the booking stage will have done some early research around the destination and will be familiar with some of the more popular activities on offer. Especially when talking about websites. Purchasing has evolved to be one of the simplest yet diverse things a person can do in the modern world. They can book, confirm, request changes, purchase extras, receive and send messages – all within the app. Having your own app will immediately put you ahead of other hotels in the eyes of guests and allow you to capture bookings you otherwise wouldn’t have. This is just another opportunity for you to offer value adds and upsell the experiences. Go it alone and create your own An app also allows integration with other communication channels like social media or push notifications. Properties that are able to deliver a memorable experience through unique amenities, personal touches, and stellar customer service will be rewarded with repeat business, word-of-mouth referrals, and positive reviews on social media. When possible, try to run usability tests. Guests want a clear picture of what it’s like to stay at your hotel. Here are some more tips to ensure you deliver the best customer service at your hotel: Some of these tips might seem obvious but it’s one thing to listen to customers, and quite another to show them you are listening and make a difference to their experience they can see and feel. Communication with guests needs to be multifaceted if your hotel is going to please everyone. Though all guests should be attained with highest possible service, however there are some special guests who are to be treated with extra attention and care due to having some special requirements. Overcrowding should be avoided at all costs as many guests will be concerned about this – and it will likely be illegal. Make your website more appealing with high quality photographs from the rooms and common areas of your property. In your resume, you should highlight the duties you performed in other hotels, including the processing and documenting of guests. Occasionally, there are also centrally located hotels that provide this amenity. It will help to ensure vital guest satisfaction and future loyalty by offering empathy through flexibility. It’s important to have a website which your customers are happy to spend time on, without feeling bothered by convoluted, long-scroll pages. Once the guest has checked out, front office updates the rooms availability status and notifies the housekeeping department. Creating a regular schedule for your guests can help them make plans to catch your shuttle when they need it. Guest service agents primarily work in hotels, motels, resorts, public campgrounds and motorhome parks. It makes life harder for hotels, but also gives them a greater opportunity to deliver an experience guests will never forget. Encourage guests to post about their experiences online, or ask if you can share their comments. This creates a faster and less confusing experience for travellers. When there are kids, make arrangements for babysitting, so that parents can spend time together and still be assured their kids are safe. Put yourself in your customers’ shoes and think about which of your property’s attributes attract guests the most. Use social media and other communication modes – text messages, WhatsApp, phone calls and more to create a rapport which grows into a relationship. Sensors are already hugely popular, replacing buttons, handles, or other traditional mechanisms to enter rooms or operate devices. Based on suggestions and comments, re-train your staff to ensure errors and mistakes are not repeated. © 2020 www.HotelCluster.com. And, the other services offered by hoteliers to guests in their hotel, can be considered as an extra bonus. Guest services include free morning orange juice and newspaper delivery. It sees them fighting to balance their own business needs with the increasing and dynamic nature of travel technology, and the savvy, resourceful attitudes of travellers. Your guests may have found you through one of your online travel agents listings or directly on your own website and it’s at this point that your responsibility for their experience with your hotel starts. The connection and integration between different technologies and devices has been hotly anticipated by most industries, and it provides huge opportunities for hotels. Even older generations are now well-versed in the use of social media and mobile devices, two things that are vital considerations for hoteliers. When your guests do arrive and stay you need to consider how you engage with them to create a great lasting impression. Three great packages are better than 10 mediocre ones. However, optimising the guest experience and ensuring guest expectations are met is a constantly evolving challenge for hoteliers. Driving guest loyalty at your hotel is so important for repeat bookings, positive reviews, and increased revenue. When your guests do arrive and stay you need to consider how you engage with them to create a great lasting impression. Navigation – Ideally your website won’t be too many pages deep with simple headings, and a ‘book now’ button that is the first thing visitors see when they land on your homepage. For business travellers, always focus on convenience such as a package delivering breakfast to their room, free dry cleaning, and transport services. The key to creating brand maybe marketing, but the key to retaining guests and furthering your business lies in exceptional customer service. Best Hotel Customer Service Tip: Surprise your guests with presents and appreciation. Thinking like customers is essential, yet within the minutiae of everyday duties it is easy to lose perspective. 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