5 important factors on how customer service can strengthen your hotel performance

How do you feel if you receive a response to your question or request when you are communicating with a hotel before or during the booking process?  Whether your request will be granted or not, that’s a different story.  But, just receiving a response, I am sure that you are already happy since your question or request is being paid attention and being highlighted.

Customer service plays a very important role in the hotel industry.  Customer service here, for me, it is not only those who are stand by in the lobby or front office, but anyone who is in contact with guest.  This means all or most departments can become as customer service when they are in contact with guest or customer.

How a customer service interacts with a guest will impact into the whole guest experiences.  This can start when a guest contacts the hotel to ask several questions before deciding whether to stay at that hotel or choose another hotel.  This initial process can surely influence the guest decision.

In this writing, I want to highlight 5 important factors on how customer service can strengthen your hotel performance.

1. Fast and consistent response

Some guests will need additional information about the hotel that they plan to stay, specially, if it is a new city destination to travel or a new hotel to stay.   If the city destination is considered far, so the method of communication will be via email or online chat, if available in the hotel website.

If the guest’s inquiries are being responded fast and in a consistent manner, this will perceive as professional and can influence the customers to finally choose your hotel for their stay.  It is important to response to any guest’s inquiries, although the hotel might be unable to grant a particular guest’s request.

2. Use appropriate language and tone

Whether the customer service communicates verbally or in writing, it is very crucial to use proper and appropriate language and tone. In my other article, I have written about email etiquette where you can explore the do’s and don’ts on how to communicate via email.

Create boundaries between the customer service and the guest so the communication will remain professional.  Always, use salutation with guest name, speak with smile and enthusiasm, clear written information provided with proper language.

3. Attention to details

Well recognized on what customer’s request or on what information that customer needs.  When receiving the request via email, do read through the email carefully and read twice or more if necessary, to have a good and thorough understanding.  When receiving the request via telephone, it is fine to reconfirm on what customer needs or ask the customer to repeat his or her request if it is not clear.  Do not assume and jump into a conclusion if you do not clearly understand on what the customer needs.

It is a good approach if you repeat on what information that customer wants and needs to to enhance customer’s confidence.  Then, acknowledge on your understanding and provide a timeline on when you will come back with the information needed.

4. Deliver what it is promised

Response to the customer’s request as per time line agreed or earlier. If you still require more time to response, then notify the customer so he or she will not feel being neglected.

This will show your professionalism level and how your business treat each customer well. If the customer feels happy and satisfy, he or she will not only come back using your business but also promoting your business to his or her network.

5. Follow up

Establish a good communication with the customer by doing a follow up call or email after his or her request are being delivered.   This is not only to show care but also to maintain and strengthen relationship with the customer.

Create a pattern on how long and when you and your team will do the follow up call or email, so that a consistency approach can be created.  Having a Standard Operating Procedure (SOP) on how to response to customer’s request will be important to be able to have the same standard throughout the team.

I believe that a complained customer can also become a good and repeat customer if your business has treated and solved the problem well.  It is important to maintain the existing customers while also acquiring more new customers.

Have a good productive day.