Hotel customer relationship management should be one of the key tasks of any good hotelier. Customers are the lifeblood of a hotel, and refusing to listen to their concerns can cause even the best hotel to lose customers and, thereby, its profit. While hotel customer relationship management is of the upmost importance to keep customers coming back for stays, hoteliers will find that it is not that difficult to manage a relationship. The best tips for hoteliers are understanding the guest, asking for customer feedback, making an emotional connection, and ensuring that staff is knowledgeable enough to answer questions and make decisions without a manager present.
Guests are not a standard breed; each guest is different and brings different expectations. People come to a hotel because they are looking to get work done, to get away from work, to vacation with family or to relax in quiet surroundings. Understanding what the guest is looking for, which can be done via simple prompts and questions, will help a hotelier know exactly what that guest is looking for in his stay. If the hotelier knows this information, he or she can usually serve the guest satisfactorily.
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