The most important element of hospitality is customer engagement. Remember, a guest that is fully engaged is less likely to worry about price when booking repeated stays in a hotel. This shows the significance of customer engagement in the hospitality industry. Guests are more likely to remain loyal through customer engagement, leading to opportunities for not just repeated hotel stay but for positive reviews where other guests follow suit. A guest’s yearning can be partially fulfilled by the hotel through providing comfortable accommodation, spas, fitness centers and even health centric food in the restaurant. However, these can be easily imitated by your competitors and these offering are not always affordable or feasible because of cost implications.
Keep in mind, guests are looking for an out of the ordinary experience and will not remain loyal if the experience is anything but. A choppy experience will drive guests away. The goal is to enhance your guest’s experience. How do you go about doing this?
The bottom line is caring for the wellbeing of your guests. Guests are looking for an environment to get pampered, and hoteliers are looking to nurture and instill a sense of wellbeing in their guests. Service is a vital element when it comes to meeting the needs of the guests, providing comfort or alleviating their worry. A hotel can make a guest feel wanted, feel like they belong, welcome them open heartedly and have an excellent staff that shows respect and courtesy at all times.
There is a correlation between keeping customers engaged and the benefits reaped by the hotels as a result of this connection. Analyst show guests are known to freely spend money where there is customer engagement leading to business growth. Disengaged guests, on the other hand, spend far less crippling the stream of revenue. Money is not the only factor between engaged and disengaged guests. Engaged customers tend to build a strong emotional connection to the place they are staying, resulting in frequent hotel stays. They will also go one step further and bring their friends and family or even post reviews and feedback on public travel sites.
Taking care of guests can be simple and complex; ambiguous and straightforward. Guests want to feel wanted; they want their peace of mind and they want to relax. This cycle may vary from guest to guest. However, each interaction between hotel staff and their guest will make an impact on whether there is engagement or disengagement in this cycle. The goal is to help your guests have a hassle free stay and gain a clear advantage where your guests will truly feel the hotel cares for their wellbeing.