Post by zahidislam on Mar 12, 2024 1:24:38 GMT -5
2020 was an unprecedented year in the world of hospitality. To rebuild a relationship of trust with travellers , it is also necessary to work on the guest experience in the hotel. Let's see together some useful ideas to follow. Guest experience in hotels, what has changed According to a Skift article , a point of no return has been marked. The practices introduced in most hotels aimed at promoting distancing between people will indicate the direction for the coming years too. Technological devices that have provided concrete help in avoiding points of contact between guests and hotel staff - such as smartphones, distributed by some hotels to customers to order services from the comfort of their rooms - are destined to become increasingly widespread interior of hotels. However, the human aspect remains of fundamental importance. Faced with an increase in the use of technological tools and growing digitalisation, listening to their needs remains central for guests. Instant messaging devices are therefore welcome , capable of establishing a direct and immediate dialogue within the reach of a smartphone. Opening a conversation with your customers during their stay also allows you to influence their on-site experience if the feedback is not satisfactory.
Also remember that the quality of your stay is the Australia Phone Number basis for obtaining good reviews . A new balance must therefore be found between the need to respond to the changing needs of travelers and the need to give a human face to interactions, not only when guests arrive at the hotel but throughout the customer journey . Among the options to be adopted once the pandemic is over, online check-in also stands out , perceived by holidaymakers as a real convenience. This is also the case according to Ryskamp – global head of hospitality at Medallia, an American company that deals with the management and optimization of customer experience – who declared to Skift that “in the last year, we have finally observed a real change in behavior of customers throughout the entire journey, favoring mobile interaction channels. It became very clear which companies were prepared for this and which were quickly catching up to develop a unified strategy. Some organizations had patchwork solutions or rushed to put something like one-way communications in place, but later discovered that guests needed two-way communication.
Instead of a one-off, messaging needed to be integrated with a broader signaling strategy across the web, social media and call centers.” Improve the guest experience starting from the staff Have you ever thought that it could be your staff - most frequently in contact with customers - who provide you with some valuable ideas to improve the quality of your stays? Not only. By involving your employees, you will be able to become more aware of their points of view even on their own work. Ryskamp, in this regard, stated that “we now see leading companies using new ways to interact with their employees, making it easier for them to have a say. Whether digital or otherwise, this approach has helped companies close the gap from feedback to action, becoming more agile and empathetic in responding to employee needs.” If 2020 has forced the hospitality sector to reinvent itself, taking what you have learned into consideration can make the difference in the relaunch of your hotel. Share Did you like this article? Share this article Subscribe to the RSS Feed Add it to your favorites Read other users' comments Sign up to our newsletter Write your opinion Read similar/related articles Print this article Other items that may interest you: No related articles.
Also remember that the quality of your stay is the Australia Phone Number basis for obtaining good reviews . A new balance must therefore be found between the need to respond to the changing needs of travelers and the need to give a human face to interactions, not only when guests arrive at the hotel but throughout the customer journey . Among the options to be adopted once the pandemic is over, online check-in also stands out , perceived by holidaymakers as a real convenience. This is also the case according to Ryskamp – global head of hospitality at Medallia, an American company that deals with the management and optimization of customer experience – who declared to Skift that “in the last year, we have finally observed a real change in behavior of customers throughout the entire journey, favoring mobile interaction channels. It became very clear which companies were prepared for this and which were quickly catching up to develop a unified strategy. Some organizations had patchwork solutions or rushed to put something like one-way communications in place, but later discovered that guests needed two-way communication.
Instead of a one-off, messaging needed to be integrated with a broader signaling strategy across the web, social media and call centers.” Improve the guest experience starting from the staff Have you ever thought that it could be your staff - most frequently in contact with customers - who provide you with some valuable ideas to improve the quality of your stays? Not only. By involving your employees, you will be able to become more aware of their points of view even on their own work. Ryskamp, in this regard, stated that “we now see leading companies using new ways to interact with their employees, making it easier for them to have a say. Whether digital or otherwise, this approach has helped companies close the gap from feedback to action, becoming more agile and empathetic in responding to employee needs.” If 2020 has forced the hospitality sector to reinvent itself, taking what you have learned into consideration can make the difference in the relaunch of your hotel. Share Did you like this article? Share this article Subscribe to the RSS Feed Add it to your favorites Read other users' comments Sign up to our newsletter Write your opinion Read similar/related articles Print this article Other items that may interest you: No related articles.