Making your Hotel Guests feel important is a tremendous step in building customer loyalty; but how do you know what customers want in order to feel important? While each Hotel Guest is different, there are six simple ways you can make your customers feel important every time they come in to contact with your Hotel (carry on reading or watch the video).
Know Your Customer’s Name Know your customer! Whenever you or your service teams meets a Hotel Guest face-to-face then names should be used whenever possible. Every time the customer returns to your place of business, whether that is a Reception Desk or Restaurant they are greeted by name, making them feel like they are VERY SPECIAL.
Treat Each Customer as Your Best Customer Customers want to know they are valued by your Hotel. No customer should feel like an interruption to your shift. They are the BLOOD of your Hotel and should always be treated as such. Hotel staff should give their complete attention to a customer. Let the guest know that their needs are your most important item of business at this moment.
Smile Genuinely Why is it so hard for some Hospitality professionals to smile? A dour-faced service professional will accomplish much less than one who is friendly. Be sure that you and your service staff practice giving a smile to every customer. Not a smirk. Nor a giggle. A smile.
Resolve Issues Immediately If you have a Hotel Guest with an issue, resolve it immediately. Nothing makes a customer feel valued and more important than when you drop everything to solve their problem. Never say, “I’ll see what I can do.” Sometimes it is necessary to get back to a customer later, but if there is an immediate solution available, do it then.
Be Proactive Making customers feel important also means that you anticipate their needs. Do you know that Mrs. Smith likes to have a coffee waiting at her table? That Mr. Jones requires extra legroom? Think ahead of your customers. Know what your returning customers needs are and be ready to meet them. Though you may not know all the needs of new customers, try your best to read them and anticipate what they may need. Do not be afraid to ask what else you can do to make them happier?
Say “Thank You” Your parents probably taught you this fundamental rule, and it is certainly good advice. However very few people follow it these days. I Always say “thank you” and use your names whenever possible. By acknowledging that I appreciate your business, you are more likely to feel valued by me.
If you feel Valued you are more likely to be a loyal customers. Make the effort to make everybody feel important. With each positive impact you make with your Customers, you will be rewarded – not only with their business, but by referrals and a reputation that precedes you.