Guest satisfaction in the hotel industry measures how much you're successful in making your consumer happy and satisfied with your hospitality. In addition, it gives you a unique competitive advantage, directly influencing profitability, retention and growth.
Actually, Customer satisfaction is defined based on 3 Q's: "Quality", "Quantity", and "Quickness". Usually, the hospitality industry's reputation and the demand of the customer depend on the hospitality service you provide to your guest, starting from the front desk, replying to cold calls/emails, handling the hotel website, till customer service to your client.
The importance of guest satisfaction in the hotel industry is always a top priority for the hotel entrepreneur. Let's picture a scenario; suppose you check in a 5-star hotel with stunning ambience and amenities and pay a big bundle to get the highest level of hospitality service. Instead, you get an uncleaned room, mannerless behavior from staff, and many hidden charges etc.
Hence, this hotel experience by the guest will not just waste money but also destroy the taste of "staying at the hotel."
When a Guest arrives at a hotel, he/she expects to get the highest level of service he/she paid for. A psychological measurement battle starts between expectation and reality in the guest's mind.
And when the hotel service and quality successfully match the consumer's expectation, the consumer starts to feel satisfied and happy and somehow builds a mindset to come back or refer to others.
Moreover, a satisfied customer is kind of an indication that your business is healthy and can do well in future.
As a hotel owner, you can satisfy your guests by providing an astounding atmosphere, great food, hygienic room quality, helpful room service, accessible booking facilities and many more.
A satisfied guest will feel happy and not only become loyal but also will refer to others in future and share positive reviews on social media. Ultimately, hotel goodwill increases.
An Unsatisfied guest will get upset and psychologically forced to leave bad reviews on social media and also might never come back after the bad experience. Ultimately, hotel goodwill decreases.
The hospitality industry is totally based on "service", and when any customer doesn't get "up-to-the mark satisfaction", they complain, give bad reviews, and don't come back. And the only way to satisfy your guest is to provide the service which a consumer expects and has paid for.
Remember## Making a customer unsatisfied CONVEYS that you're leaving a potential customer for your competitor.
Suppose you're providing a satisfied service, but still, you're getting dissatisfied customers. In that case, you have to understand that you get the chance to improve your customer's pain point and need improvisation.
Customer satisfaction is very important because, based on satisfaction, it'll help establish a fruitful relationship with your guest, which might result in becoming your first-time guest into a loyal customer and unconsciously marketing for you (word of mouth). It's up to hotel entrepreneurs how well they're providing their clients with the ambience, food, and room quality.
Here is the change that will happen if could able to make your customer satisfied with your hospitality service:
Many research papers, for instance, marketing charts, have confirmed that people tend to share about their bad experiences more quickly with their close person than about the excellent experience.
Besides, because of social media access, within a second, a million million get the update of experience he/she faced. Almost 84% of people trust online reviews and make up their minds. BUT, PROVIDING SATISFIED CUSTOMER will not only become your permanent brand ambassador but also spread positive word of mouth.
Source: ZenDesk/Dimensional Research
A positive review about your effort encourages, increases self-esteem, and reveals how well your staff team coordinates while serving the guest.
The below-suggested matrix will help you to measure the customer satisfaction level:
In the hospitality industry, guests feel satisfied only when they get their expected service from that hotel or restaurant. And when a customer repeatedly gets well-service, food quality, and ambiance, he/she not only repeatedly comes back but also suggests it to friends and family.
5 Types Of Loyal Customers:
Yes!! It's sometimes hard to read the mind of the customer, whether they are satisfied or unsatisfied. Understanding and solving them is the only remedy to survive in the hospitality industry.
"Satisfied customer" uncovered many things about your business; for instance, the growth of the business, service performance, improvement required, and whether or not the service is fulfilling the expectation of the customer.
But, there are some mathematical ways to measure guest satisfaction:
Satisfying your guest through your hospitality service also refers to you building the primary base of serving them again soon. Crafting an amazing hospitality service for your guests is also a psychological customer retention marketing strategy that applies to customers.
Therefore, when a guest arrives at a hotel, he/she gets the best experience, and the hotelier gets a loyal customer. Every hotel entrepreneur should put extra effort into making their guest stays the best hotel experience ever, and that starts with providing quick hotel booking, clean rooms, housekeeping room service, satisfying food quality, complementary service, and a secure and comfortable ambiance.
Integrating with automated hotel management software can solve multiple problems related with the operation, for instance, online booking, quick reservation system, customer management, user billing management, transportation facilities, human resource management, mobile friendly, and many more.
The most amazing benefit of using this hotel management system is that you get a lucrative hotel website, facilitating customers to book online. Having a hotel website not only creates an exclusive impression to customers because of online booking but also increases online visibility.
There are a lot of hotel management systems available in the software market, but if you are enthusiastic and want to start a hotel business, you can give the Xain-Hotel Management System a try.
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Training sessions for hotel staff are one of the necessary things, which need to be done on regular bases, at least once a week or month. Training sessions can be both on and off-the-job training.
Training sessions can improve the knowledge and skills of the workforce so that hoteliers can ensure a good experience for every guest who enters the hotel.
Hotel Training Session Is Necessary Because:
Providing the best hospitality service is one of the core missions of hotel entrepreneurs. Just like a hotel entrepreneur becomes happy and motivated by seeing a “satisfied customer,” similarly, a gets depressed and tensed when receiving any complaints from dissatisfied customers.
Consoling an unsatisfied customer is a very challenging task, but it can be solved if it is addressed immediately. The quicker you can solve it, the less damage you will do to your hotel's reputation.
Common Complaints A Guest Have In A Hotel:
A customer loyalty program is a sort of award for loyal customers. It’s also considered as a customer retention marketing plan. Loyalty award usually gets those who have achieved a milestone, in many ways, for instance, by promoting your hotel on different social media, repeating stays in the same hotel, referring to many friends and family, etc.
Loyalty programs can include vouchers, discounts, gift hampers, free night stays, free delivery, complimentary candle night dinner, free buffet dinner, weekend package, and many more.
Tourists love exclusive package deals because they can enjoy multiple complementary components at low cost and in one package.
Hotel entrepreneurs usually plan package deals, targeting various tourists, because it generates more sales than the components sold individually. Moreover, tourists get to enjoy some luxury at a low price.
All hoteliers need to keep especially focused on the review which has been posted over online, because nowadays, people take online reviews more seriously and start judging without knowing the full story.
Positive reviews influence quick booking, and negative reviews, influence booking cancellation or no booking.
Furthermore, a hotelier must be alert on every platform because replying faster is essential than handling (+/-) reviews.
Remember## Customers can PUT REVIEW IN ANY PLATFORM, for instance, personal social media, OTAs, emails, channel manager, etc.
It’s wise to reply to all bad or good reviews with a calm, problem-solving approach and understandable nature to tackle clients for a certain time.
Secret Remedy To Be Keep Your Hotel Guest Satisfied
Xain-Hotel Management System & Booking Software
One of the best hotel management software in the hotel industry. Xain is a complete hotel management software package for hotel entrepreneurs because it comes up with a lucrative hotel website, hotel management, and online booking software.
With Xain, a hotel entrepreneur can manage online booking, room reservation systems, room management systems, customer management, user billing system, and human resource management system.
Guest satisfaction in the hotel industry is one of the major factors for all hotel entrepreneurs. A guest experience is enhanced by providing a good hospitality experience such as hotel operation, front desk approach, housekeeping service, easy online booking, and many more. A satisfied guest is also a reason for higher revenue.