If you’re new in the hotel industry, you must be going crazy over how to get more customers, but, more than getting them to come, you must convince them to come back, and that’s what makes some hotels stand out from the rest of the pack. The main difference between luring and acquiring guests for your hotel lies in the fact that getting them to come to knock on your door isn’t enough anymore, as you must provide a top-notch experience for them to tell their friends and family. Luckily for you, we’re about to give you a few pointers on how to do so:
First impressions are major in the hotel industry. So, even though most of your guests have already made up their minds with their first impressions of your facilities based on your website, you must make a strong real first impression by handing out presents as soon as they get to their rooms. Depending on your hotel’s location, the number of days they’ll spend there, reserved rooms or even the season, you can offer a local souvenir with the name of your hotel on it, a free drink, or a brochure with customized information about the activities they can enjoy during their stay. Everybody loves free stuff, so that will pretty much guarantee they’ll be thrilled with your greeting.
This one may look like a no-brainer but it’s not, especially nowadays. You must have free Wi-Fi with top-notch connection speed for all of your guests and visitors, and you must make sure to let everybody know about it since the moment they go online to make a reservation. You can add a sticker on keychains or keycards for guests to know the Wi-Fi password or even create an “internet lobby” for people that are on business trips and need to feel as comfortable as possible while working.
None of the things aforementioned will be enough unless your products, services, and workers don’t live up to the expectations to deliver a top-notch unique user experience for all of your guests. You must think of your corporate image, what the decoration is telling your visitors, the way your workers talk to hosts or how well they know the town and information they must tell guests. Constantly check TripAdvisor and different portals to review your reputation and get feedback.
Half of the people that want to book a trip won’t make a hotel reservation until they’ve read reviews to find out what former guests thought about their experience in such a place, so this is a very important part of your business. Therefore, you must conduct your very own research by handing out surveys after your guests are leaving the hotel. In case they didn’t enjoy their experience, perhaps you can try and make it up by offering some discounts or souvenirs, so they won’t hurt your online reputation.