The school holidays always bring an influx of customers through your hotel doors. Accommodation in the UK is judged similarly to destinations abroad with trip advisor and other review platforms guiding thousands of users on their choices. So what can you do to improve your reviews and gain more customers? The answer is improving your customer service.
What Makes A Great Customer Experience?
Though guests will likely want to explore the local area, you still have plenty of time as their accommodation to make their stay truly memorable. The best way to do this is by providing amazing customer service. Here are a few examples of some outstanding customer service:
- A family chose to stay at the Ritz Carlton hotel but forgot to pack their son’s stuffed giraffe. The hotel’s staff found it and worked together with the parents to ensure that the giraffe was returned safely. It may not sound much at the moment but they included some Ritz Carlton branded goodies and photographs showing that the toy had an enjoyable extended holiday.
- A woman spent her birthday weekend at the Cosmopolitan hotel in Las Vegas and was delivered cupcakes and a birthday card to her room whilst she was out by room service. This is a simple touch using data you likely already have, but it can make a world of difference.
- The Hyatt’s Andaz brand uses hosts instead of the traditional front desk reception to greet new guests as they filter into the hotel lobby. You’re invited to sit down and offered some wine or coffee on the house, the host will then complete the check-in on a tablet. Once you’ve finished your chosen beverage the host will guide you up to your rooms to ensure you don’t get lost.
- The Conrad hotel in Chicago offers a sleep menu; which includes a full pillow menu, herbal sleep elixirs, night caps, sleep chocolate, hydrating skin treatments, thermal masks and even sleep sound machines to ensure their guests get plenty of sleep for their busy day ahead.
- The Morgans hotel group dedicates an individual playlist for each of their hotels to provide an essential cultural experience.
Now you may be thinking that these are huge hotels but all they’ve done is individualised their guest’s experiences. If you run a smaller hotel you’ve got an advantage over these massive corporations. You have fewer rooms to fill, therefore less guests to look after so you can really engage with your customers face to face and over the phone to ensure that your communication is top notch.
Improve Your Customer Service
There are a few other ways of making your guest’s stay memorable and one of them is providing a seamless guest experience. All you have to do is make your method of booking simple and make guests seem important in all their contact with you. Ensure information is clear and goes the extra mile to show that you’re there for your customer if they need you.
Lots of travellers want to enrich their travelling experience by choosing hotels which offer a cultural experience. This could be simply playing local music in the lobby, serving local delicacies in the restaurant or going all out and having the concierge provide a local area tour pointing out all of the best restaurants and tourism spots. Some hotels even have a dedicated excursion desk where their guests can choose an activity that is offered locally at a discount.
Guests are becoming increasingly aware of their carbon footprint and are constantly looking for ways to decrease it. If you value the environment too, you can advertise that your hotel has similar values to your guests and they may be swayed to stay at your establishment. Think about responsibly sourced toiletries, whether you need to replace the towels each and every day and lights which switch themselves off when the room is vacant. You could even look into alternative food waste disposal. If you have decent left overs you could consider donating them to your local homeless shelter.
Food is a major driver of tourism. With access to restaurant information now available at the click of a button, having a strong food offering in your hotel can not only please your guests but even bring in extra foot traffic.
Hotel Insurance Through Coversure
It doesn’t matter how big your business is, just give your customers what they want and they’ll come back and maybe even bring friends. Running a hotel can be a busy task and you will want to make the most of your downtime and not be trawling through the internet trying to find an insurance broker that will value you as much as you value your guests.
We can help and we may even be on your doorstep too. We have over 90 offices scattered across the UK along the highstreets and we can offer cover for Hotels, Guest Houses, Bed and Breakfasts.
What Can Our Hotel Insurance Policy Offer?
- Accidental damage
- Buildings cover
- Loss of ground rent
- Public, products and employers’ liability
- Fixed glass
- Loss of licence
- Restoration to gardens damaged by emergency service
- Hotel contents
- Swimming pools, car parks
- Boundary walls and underground services
If you wish to find out more click here.