Guest Expectations: Hotel Customer Relations Challenge

In this digital age, use of social networks has become the new word-of-mouth communication channels amongst peers. Spreading the news about your hotel’s handling of customer relations may have a new delivery method but it can still make or break your hotel’s reputation – only now it is in cyber space and much more far reaching!

Whether your guests are Millennials, GenX or baby boomers, each group has different expectations from their hotel stay and want to be reached through different social channels.  This presents a challenge for hotels to provide exceptional customer service to the different demographics of each group.

 

Hotel Customer Relations

The string that binds hotels with these different groups is delivering high-quality customer service. What hotel wants to turn away bookings or future bookings? The answer is right in your hands! If guests perceive your hotel in a bad light, the ramifications of poor customer service will inevitably lead to a bad reputation and loss in sales. But you can turn this around by ensuring you listen to your guests needs, handle the issues – big or small – with speed, respect and graciousness.

eMarketer chart of people who have stopped doing business with companies due to poor customer relations

 

Going above and beyond to help make your guest’s experience a memorable one shows your hotel provides value to your guests so that they make the original booking and keep coming back again and again.  It all comes down to hotel customer relations with your guests. No matter the age, how well you treat your guest means great reviews, attracting potential guests and positively affecting your bottom line.

To be heard, one must first learn to listen

Listening to each group’s needs and wants is the key to providing great customer service. Who doesn’t want to feel special? Whether it’s the millennial looking for the next happening eatery or the baby boomer looking for a fun activity to share with their family, carefully listening to the expectations and feed back of each group is the best way to successfully manage them.

Provide the unique guest experience

When choosing a hotel, today’s guests want that special experience and the human-touch that makes them feel connected. If your hotel embraces the neighborhood, taking in every bit of the area and extending the uniqueness of your community out to guests, it would provide a personalized experience your guest will not forget.

Accommodate guest lifestyle preferences and expectations

There is a definite shift in preferences and expectations of today’s hotel guest. There is a service-oriented lifestyle together with the need to be engaged and entertained.  There is a desire for the human-to-human factor that makes a guest hotel stay comforting and welcoming. The saying goes home is where the heart is. Make your guests love their hotel stay by showing them your hotel is not traditional and stagnant but is warm and inviting. It is the relationship you build with your guests that will make your hotel be the “it” place to be.

In the end, the best way to handle guest expectations, no matter the demographics, is ensure you provide the best quality customer service. Your hotel will become the destination point that provides the personal, authentic experience today’s hotel guest expects and craves. Hotel marketers need to be mindful of this and adapt hotel marketing strategies to meet the challenge.