In today’s digital age, customer satisfaction and customer acquisition starts long before they step foot in your hotel. With so many avenues to gain information about your hotel online, it’s imperative to focus on the factors that improve customer satisfaction. Therefore, here are some steps to take to win repeat business and satisfactory customer reviews. In addition, secure your establishment with a New Mexico Hotel Insurance program.
Start with the website.
According to Business 2 Community, with customers getting their first information about hotels online, the most successful hotels have stand-out websites that are also easy to navigate. Websites with numerous photos, clear directions including maps, nearby points of interest, good restaurants and reviews will do better holding the attention of an online shopper. The online shopper should be able to look and book quickly with minimum hassle.
Learn your customer.
Identify your customer and what their expectations are. The better you can serve them, the more likely they are to return. For example, a boutique hotel guest will absolutely have different needs than a hotel focused on conventions and business events. Offer the right amenities to your customers depending on their needs.
Tend to guest complaints immediately.
Make sure that your customer relations staff is taking the time to respond to customer complaints. While there are plenty of platforms a customer can use to complain, salvaging their experience is your last line of defense against a negative review or a negative experience in your hotel.
If a guest requests an extra towel or fresh batteries, accommodate them as soon as possible. Keep in mind that any simple request such as this is expected to be completed immediately, so ensure you uphold the highest level of customer service for them.
At Daniels Insurance, Inc., we specialize in protecting the hospitality industry. Our policies are specially crafted to protect against the various exposures you may face including workers’ compensation, employment practices liability, liquor liability, food contamination and more. For more information about our products, contact us today at (855) 565-7616.