So you have been getting negative reviews or responses from your hotel guests and you are worried about it affecting your hotel’s reputation? Or you are just starting out with your newly established hotel and looking to get positive reviews from your hotel guests then read on below to know how you can really ignite positive responses from your guests.
See as a hotel or a resort owner it becomes very crucial for you to understand what your customer really expects from you. You can’t just win their hearts with an impressive infrastructure instead you need to know what services and amenities they look for in a great hotel. The quality of the service and amenities that you offer to your guests will be the deciding factor for your hotel’s success. Every hotel guest out there is always looking for value for money services and if you fail to deliver that you might create a negative impression on their mind making the possibilities of them never coming back quite high.
There are many aspects that create a negative or positive impression on the guest. The moment they enter the hotel premises and the moment they leave, every little detail influences their decision. Well, this is not something to be taken lightly because these kinds of experiences are what stay with the guests for a very long time. Not only the services but even how your staff behavior and living conditions greatly affect customer satisfaction. So what do you have to do to earn your guests loyalty?
Firstly, you need to maintain a fresh and healthy environment not only in your hotel rooms but even in the other key areas of your hotel grounds including the lobby, the lounge area, etc. And when it comes to hotel room amenities you need to make sure that you provide your guests with fresh towels, new toiletries, and fresh smelling rooms. Along with this, you also need to replace your room amenities after a guest’s stays get over including the bed sheets, comforters, cushions, towels, and even the toiletries (shampoo, conditioner, body wash, soap, etc.).
If possible make sure that you have your hotel’s logo on the amenities or hotel supplies you provide to your visitors. This might seem like an inconsequential detail but these are the things that the guests notice about the hotel room including the environment and hygiene. Also, before you stock their rooms with respective amenities or supplies see that you check its quality as your guests are not something that you should be experimenting with. How your guests perceive your services & hotel environment is very vital when you really want them to be your loyal customers. Hence, you shouldn’t be compromising on the quality of your supplies as this may have a severe effect on your hotel’s reputation. Moreover, what you can do is ask for your guests’ reviews and suggestions at the end as well as during the visit as this will give you more chances of improving your services.
Secondly, you need to also lay more emphasis on the code of conduct of your staff. Make sure that you make them go through rigorous training before they interact with your guests. For the staff that has joined recently see that they are supervised by the experienced staff members so that they do not make blunders while dealing with valuable guests.
Hence, these were vital measures you need to take in order to incite positive reviews from your customers. Always keep this in mind “If they will feel good during their stay they will definitely come back”. And not just come back they will even recommend your hotel to their friends and family.