Hoteliers: What are the keys to generating good service for your guest?
In recent times there have been many techniques and strategies that hotels have used to attract the attention of guests during the summer, from free nights to two for one, in short, many strategies that gave positive results.
Now, it seeks to replicate the same for the coming holidays and seasons, with the change that many countries such as the United Kingdom and Germany have made by allowing trips to countries such as Spain, Portugal and Italy, thereby revitalizing the confidence of tourism to national and international level.
Establishing prices or benefits that may be attractive to the future guest is one of the keys to maintaining a good flow in the hotels, but we must not ignore other keys that may be essential for an excellent reactivation, and that is why This is why, from Chekin we want to share with you some keys that we consider necessary, especially to generate a good service to the guest and that he returns often:
1. Ensure biosafety protocols:
More than a password should be a rule, following the security protocols against Covid-19 established by the World Health Organization is a determining factor for your potential clients to choose your accommodation. Being up to date on this and following it to the letter is not an exaggeration, since it represents the well-being of your guests and the population in general and, with certainty, they will appreciate it.
Nowadays, mistakes should not be allowed in matters of safety, from the use of masks, distance markings, open and ventilated spaces, to constantly disinfecting the facilities, the practices to safeguard the health of the guests will lead you to earn your trust and fidelity. We should not trust ourselves only by the fact that the person is vaccinated or not, we know that even with vaccines, infections can continue to occur, perhaps to a lesser extent, but it is a reality.
2. Focus on providing the best experience:
The attention you provide to a customer should be the best experience. With the new normal, face-to-face attention with guests will be reduced to a minimum, so the effort through virtual means must be greater, achieving a more humane and friendly treatment. With all the security measures, the contact you have with your clients must be personal and friendly, regardless of whether it is online or physical.
Something important is to listen, answer questions and, above all, know what your guests want. Always respecting the opinion and space of the client, you must ensure that he identifies with your brand or space: speak to him by name and try that your comments and answers are directed only towards him, only then will you make him feel confident, like at home .
3. Highlight the benefits and differences of your hotel:
A process to improve your customer service is to apply the formula FAB (Features, Advantages and Benefits) or features, advantages and benefits. Make your users know them: publish them on your website and express them at the time of registration. This technique serves to be concrete and direct with clients: first the particularities of the spaces and services are presented, then the differentiators are presented along with their benefits.
The latter not only refer to discounts and promotions, but to what will distinguish you from the competition: the added values that your company has. Although the FAB formula covers generalities, if you have achieved empathy with the client, you may well focus them on the specific needs of each one.
4. Offer solutions and follow-up to your clients:
In addition to personalized treatment, solving problems or concerns is one of the favorite topics of clients when writing reviews or recommending a place. Ask the reason for the trip so that you can offer advice, it also offers digital spaces to know the doubts or problems of your guests. Immediately, you learn to evaluate situations, as well as to propose a solution before the client asks for it. This will make the latter value your service a lot. Also, do not forget to follow up on resolutions: it is about not neglecting the needs of each client.
5. Modernize your processes:
Innovation is a vital issue in these times. Do not forget to take into account that the new normal brings with it the digitization or automation of multiple processes. Use technology to your advantage, for this there are digital applications that can help you in many procedures: from check-in and check-out, to the reservation of additional services. Don’t be afraid to invest in them, or look for an ally to help implement technology in your hotel and increase your sales.
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