Technology plays a huge critical role in the success of any business. The influx of today’s start-ups and innovative tech companies, the hospitality and service industry is no hard target. Rightfully so, in every innovation, the people as guests and employees are the main priority. If it takes time and effort, an idea already serves as an opportunity.
Clients and guests expect hospitality industry to cater to the needs and aid in the delivery of a consistent, personalized and enjoyable experience on every visit. The staff, on the other hand, would like to be assisted resulting in empowerment and much seamless guest services catering to their and every guest needs to fulfill or even exceed guest expectations: Anything that takes time and effort such as the check-in/check-out process; if it can be managed effectively to ensure efficiency and customer satisfaction – within access of the palm of your hand are exceeding guest services maximizing your property’s potential.
However, there is still strength in staying connected – online and offline. Relationships and service are the keys towards guest satisfaction. Often times, without noticing, we’ve become slaves to technology instead of making technology work for us.
Do you remember when service was just you and me? it was just between two people and we always say “it takes a village” to make things happen? As much as technology has been evolving and becoming more involved, we’re still human beings – something that has never changed.
Every business needs to keep customers and clients happy, but in the hospitality industry, it’s so vitally important to keep guests engaged in order for the business to grow and prosper. If you haven’t noticed yet, we’re starting to lose people in their most sincere hospitable form. Everything else now becomes just a job rather than serving with a heart and purpose; customers, on the other hand, aren’t happy with just receiving “please” and “thank you” or getting service with a smile.
As customers and guests are looking for a memorable experience and dynamic service where it counts. Here are few important points to ponder and apply to gain customer satisfaction:
- Improving “first contact” resolution.
The primary drivers of customer satisfaction. How did you welcome them from arrival to setting.
- Good listening skills and questioning techniques
As much as we would want to engage more, time is of an essence. Shorten the interaction time with customers – ask them the right questions with the modulated tone. It’s always how you ask, not what you’re asking.
It should be a fast revert. Don’t keep your customer or guests waiting and hanging. Be clear and give them the response they expect to arrive. It’s always better to check rather than responding an outright no without even trying to know and checking.
Just like in any business, the customer should be the center of the universe and services should be designed around them. We are in the people business, without any of us, there won’t be any business.
Once an hotelier, always an hotelier. What’s your business? 🙂