Receiving negative reviews is the quickest and most effective way to have your business close. You want everyone to rave about your hotel after staying, and more importantly, you want them to come back. Check out these four ways to improve your hospitality business.
Improve Your Team’s Training
A team is only as strong as its weakest member. When it comes to the hospitality business, everyone on your team needs to be on the same page, and this means going above and beyond the basics in training.
Aside from training your staff on the basics, remind them that customer service begins at home. They need to treat every guest as if the roles were reversed. Encourage them to present new ideas of how your business can improve customer service. This may seem like a basic tip, but exceptional customer service is going to keep your business booming.
Diversify Your Accommodations
What specials do you offer in your hospitality business? Are they the standard accommodations that most hotels offer? Set yourself apart from the competition and diversify your services. Everyone loves warm, fresh towels and wake-up calls, but consider some new ideas too.
You might not have to think hard either. Doing things like changing up the way you serve breakfast can improve your guests’ experience immensely. Ask your guests in a survey what services they would like to see you offer, and implement them for their next visit.
Operate on All Platforms
You need an internet presence. The world is on the internet, and it’s the best way for you to get in touch with new clientele. Have multiple social media accounts and be active on all of them. Post your hotel’s website on each of them so guests can link back to your site and book a room.
Connect with your followers on each site. Keep your posts friendly and witty but professional because you are a business at the end of the day. Consider making a travel blog and linking it to your social media profiles. People looking for new adventures can look at your blog for tips or advice.
Open More Communication Lines
Communicate with your guests beyond standard emails. Most of your emails will get sent to spam, and the customer won’t even look at them. If cancellation happens or you need to notify them of a change, send a message to them via SMS.
People always have their phones in their hands. The chances of them seeing a text message are higher than an email. You can also send out special offer notifications with SMS and entice them to book a room with you. Who knows? You might just message them at the exact moment they are planning a trip.
The hospitality business will never go out of style, which means you need to stay current and up to date and discover new ways to improve.