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Published:  2015-06-24 Views:  1487
Author:  orientalschool
Published in:  Coaching
Improving Customer Satisfaction In Hotels

Customer satisfaction depends on each and every individual customer but there are few of the common factors about which almost everyone is bothered about in reputed hotel. The three main factors are always related to cleanliness, price and appearance and apart from that a visiting customer is also sometimes are for the availability of non-smoking rooms, hotel ratings, availability of pools and an airport shuttle service.

A customer who returns unsatisfied by the services of the hotel authorities not only creates an unpleasant experience for the quest but also create a faulty and negative reputation of the hotel. Thus the hotel authorities should always keep few points in notion to generate healthy and friendly customer relationship with their guests and provide ultimate satisfaction to their customers.

  • Provide quality services: Your guest will never compromise with the excellence of your hotel. Thus it becomes the responsibility of your hotel crew to provide needed and expected services to its guest. Vague marketing strategies and attractive offers would not quench the thirst of the quest it needs command of action to satisfy their demands.

  • Know your customers: The important step to improve you customer relation and satisfaction is to know your customer. Greeting them with a smile is not enough. A customer who has booked a room near beach may have different expectations than a customer who stays at a convention hotel. Better knowledge regarding your customer’s need can create an overwhelming loyalty among them. It would be better to throw some of the additional benefits to them which they would have been expecting.

  • Addressing Customer complaint instantly: one of the key responsibilities of any Guest services manager or customer service representative is referrals of complaints of their guest and it also has a advantage that is ultimately results in fewer complaints. A guest always expects quick response and instant service when asked for an extra pillow, batteries etc.

  • Keep a track on your customers satisfaction needs: Always track and analyze about your guests needs and requirement. The hotel industry is thriving and the hotel crew should keep an eye on all the requirements and amenities expected by its guest. The hotel management should not provide any chance of complaint to its customers.

  • Train your staff to deal with the customer: The main aim of the hotel should be initiated to each staff members of the hotel. They should know the antiquates to deal with the customers and should work together with only the intention of serving to its guests and providing satisfaction to them. A good hotel crew always creates pride in job performance plus helps in gaining new and existing customers to the hotel.

  • Deliver on promise: Always provide the guests what they expect from you. You have certain commitments to them fulfill those promises. It should be the main aim motto of any of the hotels. Customers often get frustrated when they don’t get what they have expected from the hotel authority.

 

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