What are the most common problems in a hotel that frustrate customers?

Knowing how our guests feel will always be the cornerstone of all vacation accommodation, we do nothing with having the best and most expensive services within our hotel, if the experience of our guests is not what we expected. Any triumph and success of a vacation accommodation will always depend on the recommendations and comments of its guests, which is why knowing how they feel, what they need, what they like and what they don’t, should be the focus of attention.

On this occasion we bring you 5 of the main problems that the expert platform in hotel services, Tecnohotel, has recently published on its web portal, which we consider you should know first-hand, so that you can improve them in time, in case of that this is happening with your guests.

5 of the main problems

Not being able to easily access information

Clients must be informed of the establishment’s policies and procedures well in advance. The information must be provided without them having to seek it themselves, at the right time and through the right channel.

In these cases there are several solutions:

• Automate the sending of arrival procedures, automate information through emails.

Do it at the moment the client needs them, so they can easily access them: by email the day before or the morning of their arrival. Make his trip easier and make a list of: your address, your hours (or confirm precisely that it is a 24-hour reception), send him a summary of his stay, confirm the services he has already booked, remind him of the available services that might interest him, etc.

• Before his arrival, send him an SMS or a WhatsApp message.

Maintaining direct communication with the client will always be the best form of communication, it gives him security and he feels cared for.

• During the stay, it offers a digital room directory.

In the face of any doubt from the client, you always have to be prepared, to have a guide that can help you solve your doubts when you need it, it is always necessary. It has to be accessible through a QR code in the room. It is a good way to provide information that will always be up to date and may even vary depending on the client. You will be able to find all the hotel services, which you can request immediately, or access tourist recommendations in the surroundings. The objective is not simply to send the same message to all your clients, but to ensure that all the information is transmitted correctly. The information about the hotel will be identical for all clients, but the services promoted, the options booked or the recommendations must be personalized for each one of them.

Having to repeat information that has already been given

Confirm the information, yes, repeat it, no. Nothing more frustrating on arrival than having to fill in your contact details, your identity, your passport number, etc. while everything has been given in advance. To resolve this, you can perform the following actions:

• Center all the information in a CRM that contains all the information of your clients.
  
• Harmonize communication with the client

To maintain a high quality of service, you must ensure that no request is forgotten, and above all, be able to access the history of conversations. A CRM paired with shipping features on different platforms is an indispensable tool for each team member to know the interaction that has been had with each client.

Suffer from the poor organization of the hotel

A forgotten request, poor communication between the staff, contradictory information or long response times are situations that frustrate the client who has come to the hotel to rest. Being organized when providing a service is the least that can be done, especially in a field such as the hotel industry, which includes several guilds and many operational procedures.

What you can do to avoid this is to equip yourself with a task and procedure management tool adapted to the hotel industry. You can’t expect a good job without a good tool. This type of software works as a digital log book that allows your staff to be aware of what has happened in the hotel in their absence and to take over efficiently, but also to be able to control the events that occur in the hotel from a distance.

Not feeling heard

A client can come every year during the same period without being thanked even once. This seems absurd from the customer’s point of view, but understandable from the hotel’s point of view. The information is not transmitted, the staff is not always trained to look for the information or simply does not have the time to do so. However, it is a fairly simple way to improve the relationship, and one that brings a significant, if not essential, increase in satisfaction. Valuing the customer is not just a matter of thanking him, but of listening to him and being available if he has a problem.

Put an end to these friction problems, and always improve the quality of your service, be attentive to the requirements of your guests, and without a doubt, you will see the good results in a heartbeat.

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