1. Knowledge Base
  2. eBooks
  3. Reputation and Guest Experience

Guest Satisfaction: 15 Best Practices

The hotel sector relies entirely on the preference and loyalty of its users. Hence the importance of ensuring guest satisfaction throughout the year.

As there are various options to achieve this goal, we list 15 best practices that will help you make better decisions and diversify your channels of action.

 

 

1. Offer an "Omni-channel" Experience

 

This concept aims for the guest to have an exclusive experience across all communication channels involved in their stay. The client must have the utmost ease when contacting your hotel.

A good option is to optimize your communications through a digital platform integrated with chat functions, check-in, emails, and applications. This way, you can fully track your client and anticipate their needs.

 

2. Adequate Staff Training

 

The human factor is an essential part of your service. You must ensure that each and every member of the staff is perfectly trained.

A warm, friendly, and timely approach will be appreciated by visitors, even more so if they are specialists in their respective areas. Don't forget that each team contributes to guest satisfaction.

 

 

3. Simplify Through Automation 

 

Having more agile internal processes will help you save time and operating costs. Scheduled messages, auto-escalating alerts to staff, or booking notifications are extremely useful. Faced with any inconvenience or complaint, you must offer a prompt and real-time response. Nothing disappoints a guest more than making them wait hours for a simple question.

 

 

4. Constant Monitoring of Social Media

 

Facebook, Twitter, Instagram, and Pinterest are excellent promotion and interaction platforms.

The responsible area should answer questions, create viral content, and leverage feedback. In addition, results on your networks should be measured, such as follower evolution, publication reach, and interaction.

 

 

5. More Return on Investment Thinking Mobile

 

When planning your business, you cannot leave out mobile devices. Today, your users think and make decisions from their smartphones.

Mobile solutions provide complementary features that facilitate interaction. For example: attaching photos to communicate needs, online check-in, and one-click bookings.

 

 

6. Anticipate Negative Reviews

 

Another benefit of "thinking mobile": resolve problems privately before they reach social media. Responding to requests from a single platform, creating an automatic alert system, and having 100% online control will generate more positive comments on sites like TripAdvisor. Remember: with a technological online feedback platform, you can make more assertive decisions.

 

 

7. Staff Needs

 

Human resources must have the support and attention they require in their various departments so that they, in turn, reflect this satisfaction in direct interaction with the client. This can include good workplace treatment, recognition in their work area, among other things. This will create happier and more committed employees. Remember that content employees create satisfied customers.

 

 

8. Secure Cloud Service

 

"I don't know what's happening, the website isn't working." If one of your customers says this, it's best to talk directly with your provider. You must guarantee not only user connections but also secure access and information privacy. These are some of the advantages of cloud data storage.

 

 

9. Market Segment Study

 

People have particular tastes. Therefore, your services must satisfy business people as well as families and retirees. With a real-time feedback platform, you will better understand their requirements and take the correct actions to deliver quality services.

 

 

10. Personalized Attention

 

The guest should feel at home. A hospitable yet respectful approach should replace a sales-oriented attitude. This is the first step towards achieving a great goal: for them to know you and know they can count on you for their next trip.

 

 

11. Promote Through Multiple Channels

 

Both virtually and face-to-face. You must be attentive to suggestions, questions, and eventual complaints to be able to address them in time and thus provide the best experience to the guest. Patience and knowledge are key in this task.

 

 

12. Activity Supervision

 

Each department should submit a performance report to know with what efficiency projected objectives are met. This will foster productivity and the delivery of a more complete service to the client.

 

 

13. Work Environment

 

A happy employee is more efficient. Therefore, birthday celebrations, productivity bonuses, and promotions will help you achieve an excellent work environment that tourists will appreciate.

 

 

14. Promotions and Amenities

 

Tourist packages with discounts and free nights grab attention and keep the client happy. It's a small detail, but most guests value amenities.

 

 

15. Successful Competitors

 

Answer the following questions: What quality standards do they meet? Can I emulate them while preserving my essence? Rescuing successful experiences brings great benefits and provides ideas for improvement.

 

 

These 15 practices require constant work and study.

By carrying them out, you will have a powerful tool to achieve guest satisfaction, which, consequently, can improve your hotel's reputation and, with this, increase your bookings.