Excellent customer service is vitally important in the hospitality industry. It’s the first point of contact, between for example, the hotel guest and the representative of the hotel. It is the first opportunity an establishment gets to impress and create a lasting great impression.
Hotels and restaurants and everything in between in this type of industry, is a hospitality service provider that has a job to sustain customer happiness and satisfaction. That includes any type of business where customers are paying attention to the type of service they receive, is within the hospitality industry a great example of first class customer service in this industry is North West based Thornton Hall Hotel & Spa.
Great businesses like them that put their customers at the forefront of their operation will generally have a steady flow of loyal customers to keep the business afloat.
Here are five top tips from industry experts Thornton Hall Hotel & Spa, who have sharing their advice to help ensure other business in the hospitality industry provide their customers with a positive and memorable service.
Satisfied customers are looking for a memorable experience and an energetic service, where it matters the most. Businesses need to be aware that it’s becoming ever more popular for guests to leave a review of their experience on a number of feedback sites, whether their experience was a good or bad one. Hospitality outlets need to me mindful of this as bad feedback can be extremely damaging.
Deliver on your promise
Any business needs to keep customers and clients happy, but in the hospitality industry it’s so important to keep guests engaged in order for repeat business and for referral purposes. For the customer to return all you need to do is deliver what was promised, if you can exceed expectation where possible this is always a good tool to help gain referrals.
Remember to be realistic, don’t big your business up if it’s not 5 star, don’t say that it is, as this only sets expectations for the customer, and excites them only to disappointed when they find out it’s more of a three star standard.
Remember happy customers are loyal customers, go the extra mile if needs be, provide additional items where possible, this always tends to impress. Just remember, customers are the most important part of the business without them what would you have – focus on them at all times – and they will be happy.
Feedback is important
If a customer is unfortunate enough to have a bad experience, for any reason, you need to make sure it’s made easy and clear for them to tell you about it. At the same time be understanding and allow them to get it off their chest to you, so they’re not inclined to tell someone else. Try hard to fix the problem – communication is key – and remember keep calm and try to resolve the situation so the customer ultimately goes away happy.