It is crucial to know how well you performed when dealing with guests.
NB: This is an article from Hotelchamp
You want to offer the best possible service to each and every one of them. However, you can only do that if you know how your guests are receiving your service by asking them to leave reviews.
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Are they enjoying how observant your waiting staff is by stopping by and asking them if they’d like anything else? Or do they find it rather frustrating that they are not left alone to enjoy their Negroni? It’s hard to know! But what you do know is the importance of knowing the answers to these questions.
Questions to consider
- Did that guest enjoy how they were treated upon check-in?
- How did my guest feel about the way she/he was approached in the lobby?
- Do our guests feel they get enough information from our concierge?
- Are our guests receiving enough attention from the hotel staff?
- Do our guests think that the service we offer is consistent?
- Is our guest happy with the speed at which we try to resolve their issues?
- What do our guests think of our restaurant and the quality of food we offer?
- Is there anything we could improve upon in our Spa services?
- Can we be better? And if so, how?
- Is our check-out service helpful and enjoyable?
If you have asked yourself any of the questions above, then you might want to ask your guests for a review. It is only natural to want feedback on the service you offer so that you can either change, tweak or improve it to better suit your guests’ needs. A great hotel does everything possible for their guests and their sole desire is to ensure that each and every one of them feels taken care of and enjoys their stay.
This is why we have come up with a list of ideas that you can draw off to ask your guests for their feedback.
The best ways to ask for reviews
1. Through email
A nifty way of asking for a review is through email. The reason for this is that it is the perfect mix of personal and impersonal. If you contact your guests through the email address they have provided when booking with you, it’s also perfectly normal to reach out via email to ask what they thought about their time. You are not asking them in person, but in a way which still feels relatively anonymous. This means that you are more likely to receive honest feedback.
You can link this feedback directly to your website reviews page. However, you might also want to read it first and subsequently decide if you would like it featured on your website. This is the perk of asking for a review via email—you get to decide where it is seen or published. If it’s a 5-star review, then you will want to ask the guest if you can publish it. If it’s a 1-star review, then you get to see where you can improve. You also have the possibility of reaching out to the guest to apologise and offer a discount or better service the next time they visit.
