The relationship you develop with your guests is more important than everything. With a personal touch, you can improve your guest relationships, increase bookings and earn the loyalty of your guests.
For this, we developed few essential steps you should follow in maintaining guest relationships.
It’s all about story
Your website plays an important role in developing your hotel brand. While you need to incorporate the basic info about your hotel on your website, make sure you also share the story of your hotel. The personal narrative will motivate guests to book with you because they feel they can relate to you personally.
Be responsive
Whether you are monitoring your reviews on Facebook or tracking the comments you receive on Twitter, you will want to make sure you are being as responsive as you can.
If someone mentions that they enjoyed staying at your hotel, be sure to thank them for their comments. If someone leaves you a negative feedback in a review, try to address it in a polite & professional manner. Social media is a vital part of everyday life because it helps people to connect with one another. Take advantage of this, start developing a personal relationship with your guests and try to improve by listening.
Listening to your customers is an easy way to maintain customer relationships. One way social media can help listening is by providing a space for businesses and guests to connect. Listening to them on these social networks will allow you to respond quickly.
Create promotions
You can create packages that allow you to up-sell items while giving guests a pleasant experience at your hotel.
You earn an additional profit from this booking, but your guests view it as an enhanced experience that is available only to your hotel. The act of maintaining a relationship with your guests is an essential part of a business strategy and should be included in every business plan.
Be original
People can spot a fake from miles, and the last thing you want to your company is having a wrong image in the eyes of your guests. Same goes for how you converse with your customers online or offline. Being original with your guests goes a long way when it comes to maintaining relationships. For example, if your customers are having issues with your services, provide an honest answer and try not to make promises you can’t keep. Lying could greatly damage your business.
Keep in touch
In order to maintain customer relationships, you need to keep in touch. For businesses, this can come in the form of newsletters, celebration cards, birthday greeting Tweets, or a periodical email reminding your guests that you’re there for them to offer the best services and experience. This is the key to making sure your customers don’t leave you for someone else. Deliver personal customer service and start making a difference.
Use Names
When you are thinking about this situation put yourself in your customer’s shoes. From who would you like to get an email from, “Danny” or “The Front desk Team”? Dale Carnegie said that “A person’s name is to that person the sweetest and most important sound in any language” and studies shown that he was right. Our names are so important to us that hearing them lights up an entirely different part of our brain than any other words. Using your customer’s name makes the interaction feel more personal and not so formal.
Learn about your guests
Knowing things about your customers gives you big opportunities to create a personal touch with them. Some of the small hotels, when they learn that you’re celebrating a birthday or you have a special event, they might send you a discount to make your day extra special.
One of the top reasons that people book a room at a small hotel or B&B is because of the intimate, trustworthy environment.
Communicate openly
Communication is vital in every part of our lives, and also in our work and business relations.
Nowadays in a mass communication, there is a huge variety of ways to keep in contact with your guests, from email and social media to phone calls. You must make yourself as available as you can be for clients to get in contact, and reply promptly and politely to any requests.
Give guests access to your knowledge
In addition to caring about your clients at your location, it also helps to share with them recommendations about local attractions or best restaurants to eat at.
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