No matter the time of year, good customer service is vital to a hotel’s survival. And as people start preparing for holiday vacations, there is a ramped up effort to be on one’s best behavior and providing great service is more critical than usual.
During the holiday season, everyone is anxious to make just the right arrangements and in time for celebrations, vacations – emotions get charged, hotels face short staffing or low supply issues, guest inquiries and complaints increase in volume, employees get distracted by their own events or travel plans. All these distractions present challenges to providing quality customer service.
5 Holiday Season Hotel Tips
Stay on the Nice List
With the pending holiday season approaching, how can your hotel make a difference? The best advantage you have is to make sure your hotel maintains that high level of customer service – concentrate efforts to keep guests happy and satisfied.
Focus on guests
Whether Millennial, GenXer or Baby Boomer, each generation brings their own spending power but when it comes to customer service, each generation shares a common ground – they each have a desire to feel special, unique – the added personal touch that tips them over the edge in favor of a stay at your hotel.
Though there is no doubt that generational differences present challenges, the gap closes significantly when you offer ‘personal’ customer service.
Support your staff
Hotel staff is the hotel’s most important ambassador. They are on the front line and the face of your hotel. During the holiday season they work longer hours and deal with irate customers. It’s only normal to see them more stressed and overworked. So make sure you show your gratitude. Your staff’s appreciation will increase their job satisfaction and this will be reflected onto your guests.
Empower your guests
The desire for immediate answers and engagement has led to the live chat revolution. Hotel guests or potential guests don’t want to struggle around your website and waste time trying to find information. Adding a great FAQ knowledge base makes for an efficient, fast and enjoyable customer experience. The integration of a live chat service on your website will make your guest’s life easier, save them valuable time and be at their disposal when they choose. It will also help alleviate staff stress and workload.
Monitor social media channels
You can expect more inquiries on social media during the holiday season so maintaining your presence by monitoring and responding is a must. Guests have a certain expectation and social customer care will help address guest needs quickly. Remember to keep a friendly voice that adds a personal feel to the conversation. This will go a long way to helping you build trust and trust is key to creating loyal guests.
The desire to take care of people we love is at the heart of any holiday season. It is also at the core of what makes a hotel’s heart beat – taking care of guests’ needs and concerns. Offering a consistent customer service experience is what builds guest confidence and trust. Provide the best possible level of service and you won’t get caught on the naughty list.