Customer interaction is critical in deciding the guest experience in the hotel industry.
NB: This is an article from innQuest
It affects guest reservation choices, establishes expectations before arrival, and ensures that guests feel welcomed and well-cared for while they are there. This is where robust strategies to enhance guest communication come in handy.
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Guest communications have seen a significant transformation recently. Due to the pandemic, businesses increased the number of communication channels/platforms, adding an average of 3.5 additional channels. Guests increasingly opt to communicate with companies online rather than over the phone or in person. Additionally, there are greater demands today for real-time solutions due to the efficiency of communication technology.
How can hoteliers create a streamlined process to ensure enhanced guest communication? Below, we go over how to prevent typical communication missteps, give a brief overview of the communication options now accessible to hotels, and offer practical strategies to enhance guest communication at every level of the guest experience.
What is guest communication in the hotel industry?
When a hotel communicates with its guests, whether face-to-face, over the phone, or via digital platforms such as text messaging, emails, or social media messaging tools – it is referred to as guest communication.
The Significance of Guest Communication
The way hotels interact with guests has wide-ranging effects, shaping attitudes and actions through the traveler’s experience, such as:
- Opinions of the facility and its personnel
- The choice of whether or not to reserve a room
- On-site purchasing choices
- Reviews and remarks in surveys and evaluations following the stay
- Choosing whether or not to visit the property again
Considering the stakes, hotels need an action plan that guarantees a great guest experience. This comprises:
- Messages sent before arrival and pre-stay confirmations
- Interactions occurred during a stay, such as exchanging information during check-in and the duration of the visit.
- Communications following a stay, either requesting feedback or promotional offers encouraging guests to revisit.
The front desk’s function in guest services
The front desk is the focal point of guest customer service and communication, significantly impacting how guests feel and respond. On-property guest communications are often conducted in person or over the phone. More conversations and interactions now happen through digital channels, including smart check-in, electronic transfers, and guest interaction via text messaging, messaging services, and social media networking sites.
For hospitality management, these various kinds of communication styles provide several difficulties:
- There is less direct interaction with visitors.
- Guests still anticipate seeing someone at the front desk.
- The demand for a real-time reaction is more significant than ever.
- Poor communication might result in negative ratings and lost revenue.
Hoteliers must aim for strategic and direct communication in the front office and throughout the property. They must also be aware of the possible consequences of inadequate guest communication.