The hospitality industry is a service-based business, and customer service is an essential part of it. It is also one of the most competitive industries in the world. Good customer service is essential for hotels to be successful, stay ahead of the competition, and build a loyal customer base. This means not only meeting customer expectations but also surpassing them.
Here are some tips to ensure that your property offers top-notch customer service, featuring some insight from our friends at Hotel Covington.
1. Use Technology
Technology can be used to improve customer service. Technology can also be used to streamline processes and make it easier for customers to interact with your hotel. This includes using online chat services, automated customer service systems, and even in-room tablets.
In-room tablets can be used to provide guests with a better customer service experience. Guests can use tablets to access hotel information, order room service, and even make reservations for activities or events. As a result, hotels can offer a more personalized and efficient customer service experience. Additionally, hotels can use the tablets to offer guests special promotions and discounts, as well as access to digital content. In-room tablets can also be used to provide guests with access to digital newspapers, magazines, and even virtual concierge services. In this way, in-room tablets can help to improve customer service by providing guests with more options for their stay.
According to Justin Ham, General Manager at Hotel Covington, the use of technology has been one of the biggest factors that set Hotel Covington apart. In an interview with Volo, Justin claimed, “Technology such as Volo provides our guests with a unique, curated experience that connects with other applications such as in-room fitness and also provides the hotel as an easy platform to promote our amenities, dining options and facilities.” Adopting tech such as Volo can help accelerate your business and delight your guests.
2. Develop a Customer Service Culture
Creating a customer-focused culture is the foundation of providing excellent customer service in any industry, including the hospitality industry. It means that every member of your team, from the front desk staff to the housekeeping staff, must understand the importance of providing top-notch customer service and be committed to doing so.
Having a customer-focused culture starts with having a clear understanding of your hotel’s brand and the customer experience you want to provide. This means having a clear mission statement, customer service policies and procedures, and setting customer service goals that everyone on the team can work towards.
It’s important to make sure that everyone on the team understands what is expected of them in terms of customer service. This could involve providing customer service training, having regular team meetings to discuss customer service and feedback, and ensuring that everyone has access to the resources and tools they need to provide the best possible service.
3. Train Employees
Hiring and keeping staff can be hard, but training can be even harder. Training is an essential part of any customer service strategy. It is important to ensure that all employees have the necessary skills and knowledge to provide excellent customer service. Employees should be trained on the industry, customer service best practices, and the hotel’s policies and procedures. By ensuring your staff is well-informed about the hotel and its offerings, you can provide guests with the necessary knowledge to make informed choices during their stay.
4. Provide a Warm and Friendly Welcome
A warm welcome is the first impression a customer has of your hotel. Make sure that your front desk staff is friendly and helpful, and that they provide a personalized experience for each and every guest. Treat all customers with respect and kindness.
Additionally, a warm welcome includes a clean space. Make sure to always maintain a clean and well-kept hotel to create a comfortable and welcoming environment for guests.
5. Listen to Customer Feedback
In order to understand customer needs and expectations, it is important to listen to customer feedback. “It’s all about building relationships with people. Get to know the needs and wants of your guests,” says Ham of Hotel Covington.
Listening to customer feedback can be done by conducting surveys or by simply having conversations with customers. Make sure that your staff is attentive and responsive to customer needs and feedback. Take the time to listen to what your customers have to say and use their feedback to make improvements to your services. This will help your business gain valuable insights into customer needs and desires.
By utilizing customer feedback, hotels can quickly address customer requests and complaints. In-room tablets like Volo provide an easy and efficient way for guests to submit feedback or complaints directly to hotel staff, allowing the hotel to proactively resolve any issues before they escalate and lead to negative public reviews.
6. Offer Personalized Services
According to Ham, offering personalized services is essential for any hotel. Ham says that Hotel Covington strives to provide a tailored experience for each guest, beginning the moment they make their reservation and throughout their entire stay. One of Hotel Covington’s main goals is to understand why each guest is traveling to the Cincinnati area so that they can create a unique and memorable experience. Your staff should be trained to provide personalized services to each customer. This could include anything from providing a special welcome gift to offering recommendations for local attractions and restaurants.
You can also send push notifications to guests using Volo in-room tablets. By personalizing your push notifications even just a little bit, you can help create a customized experience for each guest. Sending push notifications allows you to provide guests with real-time information and updates about their stay. This can include information about room service, hotel amenities, local attractions, and more. By personalizing these notifications, you can make each guest feel valued and appreciated, which can enhance their overall experience and encourage them to return to your property in the future.
7. Show Customer Appreciation
Customer appreciation is an important aspect of any business as it helps build strong relationships with your customers and increase customer loyalty. Offering special discounts or promotions is a great way to show your customers that you value their business and appreciate their loyalty. This can help increase customer satisfaction and encourage repeat business, leading to long-term success for your company.
Special discounts or promotions can take many forms, such as percentage-off coupons, limited-time discounts, or exclusive deals for your best customers. Whatever form you choose, it’s important to make sure the promotion is relevant to your customers and provides them with a meaningful benefit.
In addition to improving customer satisfaction, special discounts and promotions can also help increase brand awareness and attract new customers. For example, you could offer a discount to customers who refer a friend, which incentivizes existing customers to promote your business to their network.
Customer Service Is Essential In The Hospitality Industry
Ensuring exceptional customer service in the hotel industry is crucial for creating a comfortable and enjoyable stay for guests. By implementing these tips, you can guarantee that your hotel provides excellent service and develops a dedicated customer base. Good customer service is vital for any thriving business, and the hotel industry is no different. It’s important to remember that providing excellent customer service is an ongoing process and by actively listening to guests, personalizing services, and more, you can assure that your hotel remains a top choice for travelers.