If you have been thinking about how you can improve the overall experience for guests, then you might need to take a look at the customer service aspect of your business model. In the hospitality industry, the interactions your guests might have with others can be a clear determining factor in whether or not they will enjoy their time in your hotel or on your tour. When you take the time to consider customer experience, you are more likely to have guests recommend you to others or to book again.
Here are some things you might want to consider when you want your hotel, tour, or airline to shine.
Consider the booking process
How your customers book their time with you is most likely the first interaction you will have with them, which is why it is so important to get it right. You’ll want to make sure that your website (or any third-party website where you might receive bookings) is straightforward and is simple to use. There should be no technical problems that they would run into, and they should receive a confirmation so if they have any questions they can contact you.
If you are planning on being in touch with your guests at any point, you need to have a way to communicate. A CRM for hotels can be a great way to send messages, reminders, and to issues refunds, as well. You want to give them the best experience possible, which means having a dedicated place where they can find out information about their booking, where they can change their reservation if necessary, and more.
Be quick to answer questions
If you have set up your customers to be involved in the process of making their trip worthwhile, then you need to be available to answer any questions and provide support when needed. Most customers will probably expect an answer within 24 hours, so if you set the expectation that you will get right back to them, then you want to make sure that this happens. Consider hiring some customer support and having someone available to help your guests when they have an emergency crop up while they are on their tour or staying at your hotel.
After your customers have completed their trip or booking, you’ll want to follow up with them to make sure that everything is satisfactory. Have them fill out a quick survey about their experience and see if there are any areas in which you can improve. You might have them do this directly after their time with you or a few weeks later—whichever you feel would give you the most information on whether or not your guests enjoyed your tour or hotel stay.
Creating a positive relationship with your customers is essential to having a successful business in the travel and hospitality industry. By developing a better way to communicate, you are creating connections that are likely to last with your guests.