The importance of guest experience in the world of hospitality is rising at a high pace.
NB: This is an article from GuestJoy
To be successful and remain competitive, hotels must provide an excellent experience rather than just reaching the basic level of expectations. Your hotel has to provide a stay beyond the guest’s hopes. So how do we achieve that? What do guests long for? This article will answer all your questions, but first things first.
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What is guest experience?
Simply put, the guest experience is the overall satisfaction of your hotel’s guests before, during and after their stay. More explicitly it means that at each stage of their stay certain aspects create an emotional reaction, which helps customers determine if the experience reaches their expectations. During this process, a decision, whether to also recommend your hotel to fellow travellers is made.
These groundbreaking aspects can be anything from a simple booking and a quick check-in pre-stay experience to a smiling and helpful staff member at the hotel lobby during the stay.
Why is it important?
In the present-day digitalised world, hospitality in general relies on online reputation. Travellers research and make their decisions based on reviews and pictures more than ever before.
Increase guest satisfaction
According to Tripadvisor’s statistics, up to 81% of travellers frequently read reviews before booking a place to stay, with 78% focusing on the most recent reviews. Furthermore, the top reason (87%) for people writing reviews is simply to share good experiences with fellow travellers.
For this reason, complying with travellers’ needs and expectations is the most important thing to do. Satisfied guests contribute to your hotel’s positive reputation management and boost revenue through referrals and repeat business.
Keeping your customers happy is the key factor in bringing in new potential guests. According to a study by Bain & Company, acquiring a new customer can cost 25-95% more without satisfied guests. Focusing on guest experience increases guest satisfaction which as a result creates long-lasting relationships with the right customers, brings in new ones and keeps your costs down.