The hotel industry is constantly changing. Customers have more options than ever before. They can log onto one of many hotel management websites and find the best price for their dates and location of stay. Although this proves to be extremely convenient for the customer, it does make it more difficult on the hotel management and marketing side. Hotels have to be more competitive than ever and have to find a way to encourage brand loyalty when there are so many other hotels to choose from.
Remember customer service
Customer service is key to creating brand loyalty. It is what will keep your customers coming back. Every customer should be treated with a high level of respect and convenience in mind from the check in point to the checkout point. There are many ways that a hotel company can do this, but the main idea is to always keep the customer in mind. What will make their stay better? How can their check in and checkout process be easier? How can they book their room quicker?
Hire the best employees
Hiring the best employees directly affects the level of customer service that your customers receive. When an employee is well trained and enjoys their job, that satisfaction makes it to the customer. According to Harris Interactive and RightNow, 86% of consumers quit doing business with a company in 2011 because of a bad customer experience. One of the best ways to ensure that your employees are providing exceptional customer service is to create an employee retention system. When a good employee leaves the company, find out why. Use this information to hire quality employees.
Provide convenient concierge services
The idea of concierge service is lost. Many hotels no longer offer this helpful service, because they are attempting to cut costs. However, getting rid of your helpful, concierge service can actually turn away customers. Approximately 53% of people use their mobile devices to find travel related information. However, these same travelers still want additional information upon check in. The more helpful and convenient of service that they receive, the more likely that they are to return to the same hotel with their next vacation.
Advanced hotel management software
With increased and advanced technology, customers expect advanced hotel management programs. A hotel management solution should give customers an extremely easy check in and checkout process. The same program should allow employees to make notes that will improve the customers visit. These are the small things that create brand loyalty. Additionally, customer complaints and problems should also be noted, so that they can be handled properly. According to CEB research, 96% of customers forced to expend high effort with a company over a problem are likely to be disloyal. It is usually best to solve the problem with the customer in mind.
Offer frequent traveler discounts
You may not always be able to compete with the prices of local hotels. However, you will find that if you provide customers with a flawless and convenient experience, they are likely to return anyways. Also, giving customers a frequent traveler discount can be a great way to compete with the market, without lowering your prices too much. Customers will continue to return, because they want to achieve their traveler discounts.
The internet is the most used method for booking a vacation today. Travelers can instantly reach hundreds of hotels and price shop within minutes. Some hotels may find it difficult to compete in this technological market. However, if you offer exceptional customer service and concierge services, as well as frequent member discounts, you will find that you do not have to compete with them.