When you’re in the hospitality business, you understand the value of earning customer trust and loyalty. After all, satisfied customers will offer their return business and coveted customer referrals.
For hotels, business travelers tend to be the most difficult to please, but doing so is well worth the effort as these individuals have a lot of pull in influencing their companies’, friends’, and colleagues’ decisions about future stays in your hotel.
So what steps can you take to ensure that your business guests are delighted with their experience at your hotel? This two-part series will cover eight simple ways to improve guest experience without breaking your bank account.
1. Have a Concierge on Social Media
Today’s business travelers have a lot of questions that they need answered before they are willing to book a stay in a hotel. Because these professionals are constantly busy, though, they will tend to avoid making phone calls in order to obtain information, instead turning to social media for answers. If you can provide answers to these guests’ questions before another hotel gets back to them, you’re much more likely to earn their favor. It’s wise to have one of your concierges logged onto social media or set up to receive updates whenever inquiries or customer reviews need to be responded to. This will enable you to quickly and professionally engage with travelers and secure their bookings.
2. Put a Name to the Face
There’s nothing that warms a traveler’s heart more than knowing that you and your staff bothered to remember his or her name. This is especially true of business professionals who like to feel important and valued throughout the duration of their stay. Make it a point to remember your guests’ names so that when you see them, you’re able to greet them in a more personal way. This is a gesture that costs you no money but will go a long way in terms of increasing customer satisfaction. You can also extend this courtesy to answering phones. Hotels with a reliable VoIP communications network have the ability to see the name, room number, language, and VIP status of any guest calling the front desk.
3. Show Off Your City
All work and no play makes Jack (and business travelers) awfully dull! In between conferences and meetings, you’ll find that these types of guests are eager to take advantage of their downtime by exploring the city. The problem is that they may not have a whole lot of time to research what there is to see in the area or to plan out their time. This is where you can jump in and save the day. Be ready and prepared to recommend all of the area’s hot spots to guests and have the ability to provide relevant suggestions and draw maps. This will take your business guest’s stay to the next level and he or she will appreciate your efforts to go above and beyond the call of duty to ensure that they have a happy, comfortable stay.
4. Offer Treats and Amenities
Who doesn’t love freebies? Even small gestures like leaving a mint on your guest’s pillow or serving cookies each night before bed can make a huge difference in your patron’s opinion of your facility. These are the things that allow your guests to truly settle in and feel at home. Your business guests will also appreciate amenities that allow them to stay healthy like pool and fitness centers, as well as a place to print documents like a business center, so be sure to promote these.
5. Anticipate Guest Needs
No one likes to feel displaced and out of their element — and especially not when they’re away from home. It’s your job, then, to anticipate your guests’ every need so that they’re able to enjoy a comfortable stay with you. It’s a good idea to do a little brainstorming. Mentally “walk” a day in the shoes of a business traveler — what might you require in order to compete your work? One of the first things that should pop into your mind is a suit. As your business guests head into meetings, they’re likely to need a fresh, pressed suit. It’s a good idea, then, to provide each guest with a suit holder. This will give them a place to hang their garments and keep them clean and free of wrinkles. They’ll appreciate your extra efforts and if they accidentally take the garment bag with them after they leave, you can enjoy some free advertising.
6. Promote Corporate Events
Do you have a large group or company visiting your hotel for a conference, seminar, or other event? If so, this is the perfect opportunity to go the extra mile for your guests and earn their favor. These major gatherings can account for a significant chunk of your business, so why not show your appreciation by promoting the business or event within your hotel? Putting out a sign to welcome your honored guests or displaying a special greeting on a TV screen is an extremely simple gesture that can go a long way in building relationships and brand loyalty.
7. Get Personal
Encourage your employees to engage in genuine, meaningful, and personal conversations with your guests. People don’t like to feel as though they’re staying in a building full of strangers; they want to feel like your staff are their friends. Business professionals are great with people, after all, so why wouldn’t they want to socialize with you and your team? You’ll be amazed with the results. In fact, a study conducted by hotelsnow.com revealed that each positive interaction between a guest and staff member can increase brand loyalty by seven percent. Make note of where your guests are from, what line of work they’re in, what they plan on doing during their stay, what types of food they enjoy, etc. These are all great conversation pieces that can take your guests’ stay to the next level.
8. Follow Up
After engaging with your customers through personal conversations and other hotel interactions, it’s important that you take the time to follow up with them. Whether you take the time to ask how their experience was at the restaurant you recommended or to make sure that their room was maintenanced after a call was placed to your front desk, a timely follow-up can make your customers feel appreciated and acknowledged.
These ideas are sure to please your business guests, and there are more to come. Be sure to stop back next week for our final four tips. In the meantime, reach out to the experts at PhoneSuite for more suggestions on improving business.
