9 Guest Communication Tips for Hotels
Probably, the single most important factor determining operation efficiency of any hotel is its relations with the guests. The strategies of how the communication can be improved make your guests happy, loyal, and would never forget their stay at your place. Below are nine tips to assist you in executing your guest communication strategy at the hotel easily.
1. Personalize Your Communication
Know Your Guests
Always obtain your guests’ data and use it when communicating with them. This way you can provide for their tastes, previous accommodation experiences, and any other occasions they may be attending.
Personalized Emails and Messages
Include mails and messages they receive at the advance booking time, at the period of their staying and after the stay. Thank them by their name, acknowledge what they like, and suggest them more about places, and foods to eat.
2. Implement Multichannel Communication
Email and SMS
Make sure you have also secured other methods of communication with the other party. It is advisable to use the email for detailed information and the SMS for brief information, updates and or reminders.
Social Media
Promote and interact with guests on the handles of various social media channels. Answer back to them, say thank you for their comment on their experience and give timely feedback.
3. Use Automated Messaging Systems
Pre-Arrival Communication
Preliminary messages to be sent to the particular guest may also be automatically generated. Provide details of being checked in, the way to get around, and such other additional offers if any.
In-Stay Updates
Broadcast reminders to guests about the available services, promotions, and special recreation, which are happening in the hotel as well as meal time reminders. This makes the guests informed and interested all through their stay.
4. Leverage Guest App by iNPLASS
Mobile apps for smooth communication
Use iNPLASS Hotel Operations Solutions for the guests through which they can chat with hotel receptions, order services, and get information about the hotel and the surroundings.
Instant Messaging
Allow for the integration of chat functions in your app for the ability to chat in real time. This makes it easier for guest to attend to any issue or make a request without much delay.
5. Provide Clear Information
Detailed and Accessible Information
Ensure that all information that is shared with the guests is easily understandable and easily found. This ranges from check in and check out time, behavioural rules, and regulations, the services we are to expect among other things.
Visual Aids
This should involve the inclusion of maps and infographics, videos, and charts in a bid to enhance the passing on of information. This can be very useful especially in cases when it’s necessary to describe some facilities or services, for instance, some treatments or an availability of a specific facility.
6. Encourage Feedback
Guest Surveys
Request the guests to complete questionnaires with their thoughts about their stay. Perhaps, inquire from them regarding their communication modality and how they want it to be enhanced.
Respond to Feedback
Engage with feedback received and this include both the positive and negative feedback. Express gratitude to the guests and inform them how you will meet the complaints or demands that they pointed out.
6. Train Your Staff
Customer Service Training
Give attention to the training of your employees regarding improving customer service. Educate them on the use of appropriate social communication mechanism such as listening, befriending, and conflict solving.
Consistency in Communication
It should be made sure that all the staffs are coherent in the communication that they are making. These are using the same language to refer to people, avoiding rude language, and taking a friendly approach.
8. Be Proactive
Anticipate Needs
Be able to make assumptions about guests’ needs and continually convey information with those guests. For instance if you are aware that a guest is going to arrive late in the evening, then send the guest a message with information on late check in.
Follow Up
Contacting the guests after some days or after they leave to show gratitude and to ask for a review. It also demonstrates that you consider their opinion and this goes a long way in making customers loyal to your business.
9. Utilize Technology
Contrast of Customer Relationship Management (CRM) Systems
Implement CRM applications for the handling of the guests’ data and their interactions. This assists you in recording the guests’ likes, contacts and comments.
AI and Chatbots
Integrate use of artificial intelligence such as chatbots in supporting the communication throughout the day. These can address simple inquiries and requests so that guests are always attended to at the right time.
Conclusion
It is essential to know the communication techniques to use when dealing with the guests in your hotel in as you aim at improving on the guest experience. In this way, by paying attention to the specificity and the frequency of the communication, the channels, technology, and to the staff training you will be able to guarantee the perception of value of your guests and of being well-informed during their entire stay. Apply these strategies to ensure guests are happy and their experience has been exceptional hence high rate of satisfaction, repeat business and positive word of mouth.