It usually leads to answers as meaningless as what you’d say to a stranger asking how are you?. It’s customary for your desk agents to ask guests how their stay was when they check out. Leave the opportunity for them to write their own answers but make sure you still give them simple multiple choice options. ![]() The key is to keep the survey short and sweet (think two questions, max). Rather than leave your surveys up to old fashioned comment cards, try one of these updated methods for collecting customer data.Īutomatically send follow up emails after clients book their rooms, when they check in, and after they’ve returned home. Which is why guests will really appreciate the opportunity to help you serve them better. 7 Ways to provide the best hotel service experience 1. These little touches and extras will always be noticed and appreciated by your guests!įeeling inspired yet? Here are seven easy and creative methods you can use to improve your hotel’s customer service. And another gushed about the host, John, personally delivering their morning chocolates and Irish Creme. A couple past guests mentioned how the hotel went out of its way to provide a shuttle ride to the bus station just for them. The customers at Pax rave about the delicious breakfast almost as much as the customer service. This extreme act of appreciation made their guests feel valued and has surely solidified their status as customers for life.īest Hotel Customer Service Tip: Go out of your way. And the owner comped their dinner at the hotel restaurant. They put balloons, champagne, chocolates, and presents in their room on the day. From thoughtful greetings upon entering the lobby to personally following up on special requests like restaurant recommendations, the staff at Holiday Emerald feel more like friends than employees.īest Hotel Customer Service Tip: Surprise your guests with presents and appreciation.įor example, when recent guests of Lani’s were overheard discussing their upcoming anniversary as hotel patrons (their 100th night in a Lani brand hotel), the staff at the hotel came through big time. ![]() Guests of the Holiday Emerald are amazed at how genuinely kind their staff is. Holiday Emerald Hotelīest Hotel Customer Service Tip: Hire the right personalities. Learn More What can you learn from some examples of hotels with the best customer service? 1. Try collaboration that improves the customer experience And if you’re wondering what that might look like, we’re so glad you asked! But once you get the hang of it, you’ll soon learn how you can easily apply these best hotel customer service principles to your own property. Then make it a habit to go above and beyond in interesting and delightful ways.Īt first these suggestions might seem vague. Customers have expectations for what most hotels will and won’t do. But there are plenty of ways to customize their visit every day, you just have to look for them. Birthdays, anniversaries, and other special occasions are great opportunities to personalize a guest’s experience. It can, however, be inspired by great working conditions and a genuine desire to help people. True attention to detail can’t be found in a manual. And while the definition of excellent customer service varies by industry, the best customer service hotel can be defined by the following characteristics:
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