Hotel customer relationship management is crucial for retaining customers. Understanding guests, asking for feedback, making emotional connections, and ensuring knowledgeable staff are key tips for effective management. Encouraging guest feedback allows for problem-solving and improvement.
Hotel customer relationship management should be one of the key tasks of any good hotelier. Customers are the lifeblood of a hotel and refusal to listen to their concerns can cause even the best hotels to lose their bottom line. While hotel customer relationship management is of the utmost importance in keeping customers coming back for stays, hoteliers will find that it’s not that difficult to manage a relationship. The best tips for hoteliers are to understand the guest, ask for customer feedback, make an emotional connection, and ensure staff are knowledgeable enough to answer questions and make decisions without a manager present.
Hosts are not a standard breed; every guest is different and brings different expectations. People come to a hotel because they are looking to work, get away from work, go on a family vacation, or just want to relax in a peaceful environment. Understanding what the guest is looking for, which can be done through simple suggestions and questions, will help a hotelier know exactly what that guest is looking for during their stay. If the hotelier knows this information, he can usually serve the guest satisfactorily.
A guest might be happy to stay at the hotel, but if they just see a bored or angry member of staff, the whole trip could be ruined for them. Emotions play an important role in hotel customer relationship management but often don’t get much attention. Every member of staff must be friendly and polite, and services such as room service and check-in must be done quickly. If tasks can’t be completed quickly and politely, the guest may feel unwelcome or frustrated.
While staff should be trained to get a manager in case a tough decision has to be made, this should rarely be necessary. If a guest is asking a staff member several questions and has to ask a manager to answer each one, this can cause long pauses in the conversation, leading to poor customer relations. Staff should be properly educated on all hotel services and policies for effective hotel customer relationship management.
A hotelier can do everything right and some guests may not be happy. If a hotelier encourages guest feedback, it allows the hotelier to look at his hotel through the customers’ eyes. This will tell a hotelier if an employee was abrupt, if the services weren’t up to par, or if something else was wrong. By understanding the problems, hoteliers can find effective solutions.
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