The Business Of Smiles: How Hotels Thrive On Customer Service

No other industry relies more on customer service than the hotel sector. It can be argued that an excellent staff - and consequently how they make guests feel - can make or break a chain. Customer service in hotel management is critical because it can directly impact revenue generated. Several financial market studies reveal that guests place a premium in exemplary customer service, more so than other factors such as food, ambiance, and sleeping facilities. Listed below are some ways hotels thrive on providing their customers with a positive experience.

Image Source: satisfind.com

Repeat client pool: Satisfied customers appreciate an energetic staff. Businesses are aware that customers typically leave feedback on popular media channels about their experience. If most of the reviews are negative, hotels often do not get repeat guests or even new ones. Hospitality outlets need to be mindful of this.

Keep the realism: Hotels should always be upfront about their chains. Hotels that are not five-stars should not label themselves as such. This only sets unrealistic expectations for the customer. They become disappointed, even if the service and amenities themselves were great. Remember that it is better to overdeliver than underperform.

Deliver on promises: That said, hotels need to keep their guests happy. This is done by assuring clients consistent and efficient service. Aside from proper representation, managers should take extra precautions to deliver on all proclaimed promises. This is ideal for repeat business and referral purposes.

Image Source: hotel-r.net

If - for whatever reason - a guest has a bad experience in a hotel, it is proper to understand how and why this happened. Feedback, even a negative one, is essential to maintaining a good hotel chain. Managers are asked to be understanding and diligent with complaints. Guests are usually more responsive when they feel their experience and feedback is important.

Learn from the expertise of trusted hotelier, John Jefferis by following this Facebook page.

Level-up your Tobago Vacation with Coco Reef Resort and Spa

Accommodation is an important part of any vacation. Mediocre lodging can ruin plans for a relaxing time out of town. On the other hand, stellar services can make a trip truly memorable. Coco Reef Resort and Spa is a place that has earned the loyalty of tourists whenever they stay in Tobago.

The award-winning resort is located a mile away from the airport, in the western town of Crown Point, close to Store Bay and Pigeon Point beaches. Despite its proximity to Tobago’s best beaches, the resort is known for its spacious and relaxing rooms, mostly with sea views. Visitors can also enjoy the well-manicured gardens, ocean view, and the refreshing sea air from the resort’s beachfront lounge.

Image source: Virginholidays.co.uk

With a gym and a spa, guests can enjoy first-class service from the resort staff. Those who are looking for activities under the sun can sign up for water sports or have a chill day hanging by the pool. The resort also has a private white sand beach best for families, especially those with little kids.

Image source: The-report.com

Tourism in Tobago is a fast-growing industry. Sites like Coco Reef that showcase the nation’s natural wonders draw in more tourists, who become frequent visitors through the years. This proves that excellent service makes people feel at home.

Top Caribbean Hotelier John Jefferis is the chairman and sole shareholder of the Palm Reed Hotel Development Company Limited and the Island Resorts International Limited. He is also a multi-awarded personality in the hotel industry, receiving the prestigious recognitions Caribbean Hotelier of the Year in 1990 and Entrepreneur of the Year in 2000. For more articles on the hospitality business, visit this blog.