TIPS TO INCREASE CUSTOMER SATISFACTION IN THE HOSPITALITY INDUSTRY
TIPS TO INCREASE CUSTOMER SATISFACTION IN THE HOSPITALITY INDUSTRY
There is no industry that relies quite so much on customer satisfaction as hospitality as the level of customer satisfaction has a significant impact on the performance of a hospitality business. When consumers have a positive experience, they are more likely to return in the future, tell their friends and family about it, and give 5-star ratings on online platforms resulting in a boost in sales. Customers who have a negative experience, on the other hand, are unlikely to return or recommend the establishment to anyone else.
Here are a few tips on how you can improve customer satisfaction:
1. Address complaints in a timely manner
Ignoring customer concerns is a recipe for disaster. It might be a complaint during their visit or a poor review on an online platform. However, make sure you keep track of these concerns and respond to them promptly. You can take immediate action in response to in-house guest concerns, and if possible, give a complimentary service as a token of goodwill.
2. Train your employees and keep them happy
While it’s critical to establish confidence and trust with your guests, it’s as critical to focus on your employees. Employee training on your new hygiene measures, equipment handling training, and any new approach you plan to adopt are all required. You must also treat your staff with respect. Listen to them, ask for their input, and appreciate them for their efforts, and they will be constantly uplifted. This will have an influence on the services provided to your visitors. It will improve your client experience over time, resulting in a higher customer satisfaction score.
3. Improve hygiene standards
Now more than ever, customers take note of the hygiene standards and measures within a hospitality facility. Hence it is critical for you to implement the highest hygiene standards to instil a sense of trust and comfort in the minds of your customers. Routine disinfection and sanitisation are a must. Ensuring your business is in compliance with the safety and hygiene standards prescribed by the respective authorities is also crucial.
4. Create a warm, safe, and secure environment
Any hospitality business relies on a friendly and well-maintained atmosphere. Guests want to feel as if the design of their surroundings has been given some thought. This does not have to mean ostentatious and costly interior design, but rather a welcoming and pleasant environment with just the proper amount of staff on hand to assist with any questions. Customers also want a sense of security in order to unwind and enjoy themselves. This is especially true in the hospitality business, as visitors are frequently hosted in places where they are unfamiliar and may not feel completely at ease.
5. Partner with an efficient and experienced facility management team
There are several benefits to partnering with an integrated facilities management company to manage your hospitality facility. With all the above affairs being taken care of by a professional and expert FM team, the organization will be able to deliver improved client, guests, and employee experience, which is one of the major challenges before any company. To execute various FM tasks efficiently, the in-house team of the organizations needs to be experienced and possess the needed high-level skills which might not be the case. Therefore, partnering with an efficient and experienced facility management team can be highly beneficial in improving customer satisfaction.
Conclusion
The foundations of a hospitality business are guest experience and customer satisfaction. A minor influence on the former will have an impact on the latter. You must identify and address the issues that are obstructing your guests’ experience. This may not be as simple as it appears. However, working with the right facility management company, such as Zyvana, may significantly minimise your load. As a leading facilities management company in India, we have been assisting our clients, which include top-tier hotels, in achieving maximum customer satisfaction for years. To learn more about our hotel facility management services in India, contact us.
