How do you keep your guests happy? The answer is simple, but it’s not always easy. One way to ensure every guest has a great time while staying at your property is by providing them with the best customer service possible and maxing out those positive reviews and repeat business! If you’re looking for ways to improve customer service and make sure your guests are satisfied, then this blog post will provide some helpful tips!
Tip #01: Monitor your guest satisfaction level on a regular basis. One way to monitor guest satisfaction is by conducting surveys that give them the opportunity to share their thoughts and feedback about your property. Felix’s guest portal automatically sends out these surveys to each and every guest. Collecting this information will help you know what areas need improvement in order to provide an all-around excellent stay for each future guest!
Tip #02: Provide the little things that guests remember, snap and chuck on social media. You know what we’re talking about – those little extras that make your guests feel special. Whether it’s some chocolates on arrival or a bottle of wine, a greeting card or a handwritten note, just some small items can make all the difference.
Tip #03: Put yourself in your guests’ shoes and imagine what they might need or want during their stay. Don’t wait for them to ask – provide it ahead of time! Your goal should be to anticipate what they’ll need before they even know that they want it. Provide an ample supply of toiletries such as shampoo, conditioner, soap and toilet paper so that nothing is left wanting when you have a guest asking for something simple when stores are closed.
Tip #04: Be the local expert. If you’re a property manager, don’t be afraid to be a tourism manager as well! Using Felix’s guest portal, you can offer tips on the hidden gems in your area. Suggest some of the best places to eat, historic landmarks, or places of interest and your guests will have tips that they can’t find anywhere else!
Tip #05: Respond promptly. Customers have expectations when it comes to customer service, and one of those is for their concerns or questions to be addressed ASAP. Be sure that your your business is accessible at all times in case a guest has questions or needs assistance during their stay!
Tip #06: A guest sign-in book is a great way to show your guests how much you care about them and how much other guests loved your property. Encourage them to write in the book and sign their name, leaving feedback for other future guests.
Tip #07: Go the extra mile. This tip may come as no surprise – go above and beyond what’s expected of you! No matter how small the task might seem, if it will make guests happy then do it! It doesn’t take much time out of your day but can make an enormous difference in terms of future bookings.
We started Felix to give property managers their time back – and be able to focus on growing their business, which starts with effective guest satisfaction management. We would love to hear from you and discuss how we can help you find your business balance.