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.

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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.

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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.

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