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Guest satisfaction in hotels is an important metric hoteliers use to help maximize revenue and create repeat guests. Properties with high guest satisfaction scores attract loyal customers more easily, who become the venue’s most effective and vocal brand ambassadors.
So how does one begin to improve guest customer satisfaction in hotels? Keep reading for seven hotel guest satisfaction ideas and how you can leverage technology for better guest satisfaction management.
Hotel guest satisfaction is a concrete metric the hospitality industry uses to measure the overall guest experience. Every interaction a guest has, from discovering the property and booking a room through checkout and departure contributes to the guest experience. Combining and measuring happiness throughout the stay provides a holistic, measurable metric you can use to optimize your processes across all touchpoints. The higher your hotel guest satisfaction score, the higher the likelihood of turning guests into repeat visitors. Loyal customers underscore the importance of guest satisfaction in the hotel industry because they’re your best chances for positive word-of-mouth advertising and glowing online reviews.
One of the best ways to improve guest satisfaction is to provide more personalized guest experiences. However, this can seem daunting when you need to do this for hundreds of different guests at the same time. Have no fear, today we’ll take a look at ways to improve guest satisfaction in the hospitality industry hotels using simple tips and tricks that get you the most bang for your buck.
Let the guest curate their own experiences and let smart hotel technology solutions help you. For instance, Mobile Check-In enables guests to go straight to their rooms and unwind right when they set foot on a property. Offering several options for check-in to your guests helps to ensure they get exactly the experience they want, which helps increase guest satisfaction in hotels.
All travelers whether for business or pleasure hold their personal tech as an extension of themselves. Any opportunity a guest has to control their experience from the convenience of their own device creates a feeling of familiarity that goes a long way towards making them feel satisfied and creating a relaxed and serene mindset.
Below are a fewtips for how to improve guest satisfaction using modern technology.
Personalization is one of the most effective tools to boost guest satisfaction in the hotel industry. Upon booking a hotel room, let guests add services and other packages to their stay. Everything from larger rooms to spa packages and early check-ins can be presented to guests for an additional fee easily with technology — and Canary’s Upsells solution enables hotel operators to do just that.
With just a few clicks on their personal mobile device, guests can curate their on-property experience and select which amenities and upgrades they would like to purchase. But offering the ability for guests to choose their own on-property adventure is just the first step in ensuring guest satisfaction.
Direct customer feedback can help you find repeat issues or blind spots that represent new ways to optimize your processes. Send customized surveys to guests at departure using Canary’s Contactless Checkout so you can source valuable feedback from the people who matter most. Plus, Canary will prompt those who provided positive feedback to leave an additional review on Google and TripAdvisor, which is a surefire way to boost online reviews across the web.
Part of brainstorming how to increase guest satisfaction is understanding how to measure it. For example, fully booked rooms and a high repeat customer rate are indicators of guest satisfaction in the hotel industry, but there are other hotel metrics you use to gauge your performance. Here are a few data points to include in your hotel reporting to ensure guest satisfaction.
When tracking guest happiness, it makes sense to start with the basics. Gathering customer satisfaction data, particularly your Customer Satisfaction Scores (CSAT), helps you see how well your hotel meets and exceeds expectations. On a scale of 1 to 5, a score of 4 or higher is typically a good indicator of positive guest sentiment. Study the following to evaluate CSAT:
Your financial performance is also a good indicator of guest satisfaction. Here are a few performance-based metrics to keep an eye on when gauging your customer satisfaction:
Guest Satisfaction in hotels is an important metric to which all hotel operators should pay close attention. By addressing various aspects of guest experience, hotel operations, and modern technology solutions, guests can feel that they are important and independent yet well taken care of. Higher guest satisfaction directly correlates to repeat hotel guests, positive word-of-mouth advertisement, better social media reviews and increased revenue.
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