A hotel's success depends on guest satisfaction. Satisfied guests often return and are more likely to recommend the hotel to friends and leave positive feedback. Building good relationships with guests requires two things. First, making a good customer loyalty program. Second, listening to customer needs, using technology, and keeping high service quality.
Here's what you can do to help hotels build a warm relationship with their guests and become more attractive to new customers.
Automate staff management
Hotel employees spend too much time on routine tasks. Managers struggle to manage staff and oversee tasks. This hurts the hotel's efficiency. Automation systems can fix this. They let you quickly give tasks to employees. This improves the hotel's service. For example, with Hoop's personnel management system, you can digitise all internal admin and communication between departments. This saves up to 40% of work time that you can use for other tasks.
Advantages of management systems:
- It enables the collection and analysis of data on staff performance. This includes the hours worked, time to complete requests, tasks completed, and other metrics.
- It helps optimise staffing costs - correctly calculating the number of staff required;
- It provides a competitive advantage by increasing staff efficiency;
- Thanks to the management systems, the hotel team works more coherently, which is reflected in guest satisfaction.
Personalised customer loyalty system
Most customers prefer personalised advertising to generic loyalty programmes. 91% of consumers say that a personalised experience is particularly valuable to them.
With this in mind, we must offer each guest a personalised experience at every stage. This starts with booking the right room and confirming details before arrival. This includes asking if transfers are needed, if extra supplies are needed for children, and if there are any product intolerances. It also includes giving personalised discounts and bonuses.
Staying in touch with the customer
Quality feedback is crucial for hotels as it not only helps retain existing customers but also attracts new ones. Contact with guests also helps hotels to track changes in their needs and wants. It lets them improve service and find weaknesses in performance.
A common mistake to avoid is ignoring customer feedback or not responding to enquiries in a timely manner. The response to complaints or enquiries should be prompt and comprehensive. Chatbots that communicate with guests around the clock can help with this.
Development of your own mobile app
Mobile apps are key for big hotel chains. They are a great way to boost brand awareness. Marriott and Hilton, for example, have such applications. With the app, customers can book rooms. They can use a travel calendar with reminders. They can contact customer service. They can leave reviews and access info about local attractions and popular destinations. This facilitates convenient communication between the hotel and potential guests. In addition, a mobile app can help to increase the hotel's revenue as it provides an additional sales channel and a platform for the placement of advertising offers.
Utilisation of an electronic service offering
Our customers' experience with Hoop's electronic menu shows that it is good to be able to order meals online from room service or book a spa visit. These abilities help customer loyalty and the hotel experience. Guests do not need to make additional calls to order services. All they need to do is scan a QR code and use the menu. The interface is convenient and visual. It makes guests more willing to order services (e.g. the hotel restaurant menu has photos and detailed dish descriptions). The order history helps to easily place a repeat order. For the hotel, such a solution can help increase sales and customer satisfaction and increase the likelihood that guests will want to return.
Introduction of an intelligent hotel system
The market for smart home technologies in Europe is expected to grow to $58.8bn by 2028 (with a CAGR of 10.03%).
Smart home systems are also used in hotels. They include many innovative devices and products, such as voice assistants, lighting and climate control systems, mobile communication, electronic locks, parking systems and more. Such technologies are designed to increase guest comfort, improve service quality and optimise the work of hotel staff.
A high level of service quality and the use of digital technologies lead to customer satisfaction, stable revenue growth and the maintenance of a strong market position. Hoop products help hotels to automate processes, improve service levels and attract more guests.