Upgrading the Guest Experience through Customer Service
By Holly Zoba Senior VP of Sales - Hospitality, Signature Worldwide | March 27, 2011
Do you hate when guests ask for free upgrades? Admit it, you do. A little reminder to all – we taught our customers this trick of the trade. By providing everything from discounts to review sites, we have trained our guests on how to be in charge and master the hospitality industry's secrets. And while it initially benefited us, customers today are now savvier than ever when it comes to asking for a better deal.
Depending on your type of hotel, your availability and these unpredictable economic times, upgrading guests may not always be possible. In fact, it might simply be impossible based on the kind of property you operate.
While you may not be able to provide an upgrade to a suite or other desirable freebies, you can train your staff to provide suite-like service to guests that will increase loyalty and get customers to forget the word "upgrade."
Every legendary customer experience starts with being proactive. The more you can prepare for a guest's arrival and think through their needs during their stay, the easier it is to consistently exceed your guests' expectations. In doing this you create loyalty and we all know that guest loyalty equals money.
Start by teaching your staff these five simple "service upgrade" steps to help make every guest's experience legendary:
- Do your homework.
Know who your guests are, where they are coming from,
what they like to do, where and what they like to eat, where they work, and
how often they stay with you. The more you know about your guest in advance,
the easier it is to build a relationship and make personalized