Four steps to inspire guest loyalty

In the hospitality industry, a guest's loyalty means a lot. But with so many options, clients are always swayed by new places offering better accommodations. Below are four steps that will encourage guest loyalty: 

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1. Personalize services 

From the moment they e-mail, book online, or call, hotel staff should be quick to get to know guests and their preferences. Establishing rapport early on will make them feel valued. Follow-up calls to confirm their bookings and requests will let them feel that the hotel is looking forward to hosting them. 

2. Be one step ahead 

The problem with some hotels is that they wait for their guests to make requests before giving them what they are asking for. It wouldn't hurt to be one step ahead when it comes to providing comfort and even giving out treats. Giving guests what they need before they even say a word will surely impress them. When it comes to service, nothing beats efficiency, so hotels must ensure quick and detailed work. 

3. Throw in extra perks 

To excite guests, showing them the hotel's best services could be an effective way to keep them coming back. Letting them try out the hotel's luxury services, giving them faster Internet connection, and even upgrading their rooms will make them feel like VIPs. During the lean months, letting guests try these extra services won't be too costly for the hotel. 

4. Make the loyalty program more rewarding 

The problem with hotel loyalty programs is that it takes a long time for guests to reap the rewards. Instead of calculating the points according to the number of bookings, why not change it to the number of services availed? Dining at the restaurant or getting a massage should also have points so that guests can rack up points faster. In the hospitality business, customer satisfaction is a top priority. Gaining loyalty from guests is proof of success and excellence. Even in today's competitive industry, it's not impossible to gain trust from patrons. 

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John Jefferis is one of the most influential hoteliers in the Caribbean. He is passionate about seeing guests enjoying the luxurious facilities in his hotels and resorts. Visit this page for more updates about the hospitality industry.

Building a Good Hotel

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Any business establishment has at least two major aspects – the infrastructure and its people. Both have to address a guest’s expectations, or it will fail. What this means is that the brick and mortar definitely have to be accompanied by stellar service. Without these two being exceptional, a hotel cannot really be described as good much less great.

A building needs the best plumbing, lighting, fixtures, furniture, and appliances. There has to be consistent and reliable phone and internet connection that doesn’t cost an arm and a leg to use. The beddings, of course, have to not only be clean, but they also have to be spotless and a pleasure to touch. People are tired when they get to bed, and they need this experience to be like an embrace away from home. These material concerns are important especially since all travelers still need a sense of home regardless of where they are.

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As many will tell though, those material considerations are not as important as the human touch accompanying it. A hotel is a home away from home, and a home is made by people who care. It is the same for hotels. Genuine service is attentive, unobtrusive, and consistent. This service is also personalized as much as possible, so no guest ever feels like just another cash cow. This implies addressing possible needs like providing a doctor and the necessary medication if a guest suddenly falls sick.

John Jefferis has been in the Bermuda hotel and resort scene for years. For more on his field of expertise, click here.

Everyone’s a Favorite: Secrets of Efficient and Consistent Customer Service

People who work in the hospitality industry know very well that it is difficult to provide guests with quality service consistently. These people work very hard (and sometimes go out of their way) to make sure a guest feels comfortable during their stay. 

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Customer service is crucial. A simple lapse in judgment or a mistake that hurt a customer can immediately mark a good hotel’s downfall. This is why even if those who work in the hospitality industry feel like they don’t want to entertain guests for personal reasons, they still have to do their job as professionally as possible. 

As a guide, here are two smart practices for efficient and consistent customer service. 

Give guests (extra) special treatment

 

Make an effort to go the extra mile from the usual. Whether they are a frequent customer or a first-timer, let them feel they are valued by attending to their needs. Guests may ask really easy or very complicated requests, but when their need is attended to, they will surely come back. They can even give promotion through word-of-mouth.

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Practice what is preached

 

Hotel staff wants to feel they are favored, too. Company leaders must also take care of their employees. After all, these people are the ones who help grow the business. Managers and department heads must make sure their staff’s needs are being met, and that they are recognized for their hard work. When workers feel appreciated, they go beyond what is expected from them.

John Jefferis is a Bermuda-based hotel industry leader. He has more than 40 years of experience in hotel management. For the latest in the hospitality industry, follow this Twitter account.

Looking At The Stars: Understanding Hotel Standards

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A star rating outlines what guests can generally expect from hotels. In most countries, hotel classifications represent a system of ranking that evaluates the quality of a hotel in terms of amenities, luxury, and overall hospitality.

Typically, such systems are rated on a five star scale, with five indicating the height of luxury. Some of the basic determinants of a hotel’s rating include elements such as the hotel’s room sizes, bed sizes, pool size, restaurant quality, and Internet access.

To date, there is no existing international standard to classify hotels across globe. As an alternative, independent groups in each country such as the American Automobile Association (AAA) or travel websites give star ratings to hotels. In other countries like Portugal, Spain and Hungary, however, a single public standard is applied, with laws defining the hotel rating.

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Other than “star” ratings, the terms “grading” and “classification” are used to refer to the same concept. There is also a wide variety of rating schemes used by different organizations around the world. In some countries like Dubai, for example, some hotels have been advertised as seven star hotels.

Hotel standards are general guidelines and should not override consumer preference. These ratings only prove useful when determining the level of luxury of a hotel. Other factors such location, price, and activities on offer should also inform the choice of guests.

John Jefferis is a veteran hotelier who finds passion for hotel design. Follow this Twitter page for more articles about the hotel industry.

Difficult and demanding: How to deal with complaining guests

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Guests are the lifeblood of hotels and of the whole hospitality industry. It is important to keep every guest satisfied because anything less than excellent service can keep even the potential clients away. While it is true that "you can't please everybody", the job of hospitality management and staff is to ensure that everybody is pleased. So how do you handle guests who complain and are hard to please? Here is a step-by-step guide for handling difficult and demanding people:

Listen

Allow the guest to speak his or her mind. Don't interrupt even if they have said something incorrect or if you have an objection to their complaint. Let them voice their side before providing an explanation.

Apologize

The customer is always right – although it sounds unfair and biased, it's not advisable to go against it. Even if you don't have any fault in the matter, in behalf of your fellow staff members or the management of the hotel, you should always apologize for not meeting the client's expectations. A sincere apology can ease a guest's ire.

It also doesn't help to point fingers or blame someone else for the inconvenience. Simply accept the complaint and move on to the next step.

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Solve

If there is a problem that needs to be fixed, you need to find the solution. If a guest is dissatisfied, look for a way to turn the situation around. It is your duty as a part of the hotel to address any issues guests have and to solve it as soon as possible. If it's beyond your power, relay the problem to someone who does have the authority to address the situation.

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With over 40 years of experience, John Jefferis is a dominant figure in the hospitality industry. Find out more about his expertise by liking this Facebook page.