How To Improve Your Hotel’s Customer Service in 2022

6 minutes

Great hotel customer service is your one-way ticket to increasing revenue. However, there are many more valuable things to consider when you’re ready to improve your hotel’s customer service. It’s one of the best ways to boost your brand awareness and make sure your clients are the true ambassadors of your brand. After all, word of mouth is one of the best ways to recommend a hotel.

Knowing what exactly you offer and how it is delivered to your customers is quite crucial for your hotel’s success. The meticulous attention to detail, knowing your customers, and inspiring your employees to be genuine in helping others is just the tip of the iceberg on how to improve your hotel’s customer service. Here are some tips we found useful for enhancing your guest experience.

Listen carefully

AI has altered guests’ experience at several venues in numerous ways. The extensive use of chatbot messaging services

Everything you need to know about how to be a preferred place to stay is in your hands. Quite literally: being an active listener to your guests and truly grasping and anticipating their needs are some of the most underrated but very essential things for crushing your competitors. Leaving sales and revenue aside, knowing that your clients keep coming back to your hotel for that extra touch of attention to important details is rewarding on a more personal level.

It’s not always about the customer – sometimes it’s about the employees. Who better understands your target demographic than the people who communicate with them on a daily basis? Going the extra mile to ensure that your employees are nurtured into improving their communication skills and are genuinely interested in being helpful, is surely one way to improve your hotel customer service.

Use your creativity

Being creative when thinking about how to improve your hotel’s customer service is a valuable skill that most hotel managers should turn to. Most customers have certain expectations for what hotels would do. Going above and beyond to identify these assumptions and meet them in an unexpected and positive way is a certain guest experience booster. If you know that your customer is staying for a special occasion, going the extra mile to provide them with a memorable experience is one sure way to receive glowing recommendations.

Be specific

As we mentioned above, listening to your guests is quite important. So here is our next useful tip on how to improve guest experience – make sure they know you’re listening. At the very base of great hotel customer service is showing that you care. Remembering a birthday or an anniversary is surely a way to let your customers know that. If you already have a rewards system set up in place, offering a significant discount or special deals is great for appreciation. However, a simple gesture of sending them a card will do the trick. Even better – if they are staying at your hotel for the special occasion, make it known – send a bottle of champagne, offer a complimentary dinner and simply make their day.

Make hotel booking easy

All great hotels know that seamless bookings are great for improving guest experience. Using a centralized booking system or a simple CRM will do wonders for both your hotel and your guests. Making the booking process as easy as possible, automating the confirmation steps, and reminding your guests about their stay is a quick and easy way to offer better hotel customer service. Making sure they are less bothered with booking their stay and more focused on the experience you’re providing.

Optimise your front-desk operations

One more optimal way to be on the top of the line of great hotels is optimizing front-desk operations. Making sure personnel focuses on customers instead of phone calls and other distractions is a sure way to really connect with your guests. The more employees connect with your guests, the more engaging and memorable their stay will be.
A recommended tool is Venue Butler – the taxi booking device that comes with a handful of benefits. Less time spent in logistics and more time on the tasks that actually matter, Venue Butler’s device is a great companion to every reception desk.

Sven Bakker Growth Hacker