Why do we all love travel, and staying at a luxurious hotel? Hotels make us feel relaxed and happy, because they understand the Hotel Guest Experience. But these days hotels are struggling, because they face a Perfect Storm of problems.
What can hotels afford to do?
Affordable fix for The Hotel Guest Experience
Hotel guests’ tastes change. But one idea that never changes is that your guests pay for a special experience. In the 1960’s hotels treated their guests to modern luxuries like colorful décor, color television, and even a mini-bar! Life has changed.
Today guest expectations start with value comfort, technology, quality of guest service. Amenities are nice. They’re expected. But with the current travel surge brought on by pent up demand, it’s a Perfect Storm.
Quality of Service
Service is today’s hotelier’s greatest challenge. Motels and 5-Star Properties alike face shortages of help, brought on by Covid-related layoffs, “The Great Resignation,” and traditional employees finding better jobs. That impacts the guest experience
So even luxury properties have experienced it: a potential guest, or someone hoping to hold an event calls the hotel for information calls you…and no one answers. Or your front desk answers the call only to leave a caller on hold for a minute…2 minutes…or longer.
Small Step You Can Take
How can you improve guest experience? Looking for ideas to enhance hotel guest experience? Even taking a small step can help. In spite of not being able to answer each call personally with a friendly voice, use technology: your phone system has an automated attendant feature that will answer your calls promptly.
But don’t make the mistake of recording a greeting that is low quality: your own voice, an employee’s voice…or even the phone installer. Or a computer! Get a professional greeting. It’s inexpensive, and will work forever.
The next step? Consider your callers on hold, because #holdhappens. Your caller won’t mind waiting on hold for a while if you offer them something interesting…information about the hotel and your neighborhood, and the best reasons for staying (or entertaining) with you. Give your callers information that they want, and that you want them to have.
How? The Hotel Marketing Message Team at The Informer has worked with hotels like yours…from limited service to 5-Stars. Nationwide and internationally. Informer Messages help build a reputation, or support one, all while “holding on” to your next guest.
What do they sound like?
Click here to hear samples of actual Informer Messages, email us to find out more about how they can work for you by calling us in New York at (212) 355-6980, in Conecticut at (203) 655-3920 or Nationwide at (800) 862-8896. Want to improve guest experience? Discover how easy it is to sound more professional, and hold on to every caller, today.
