What do hotel guests want? Hoteliers ask themselves the question all the time to increase room bookings and revenue.
Above all hotel guests want personalization, this can be accomplished in a variety of ways:
1. Engaged Employee
Satisfied employees mean satisfied customers. If employees have a sense of purpose and a more general view of how their job matters, the results will benefit everyone. Rooms will be cleaner, receptionists will be more welcoming, and the overall guest experience will be better and more personalized. If employees are engaged and motivated to develop relationships with the guests, the guests will notice.
2. Social Media
The whole concept behind the success of social media is personalization. Allowing guests to express their experience on the hotel social media page (Facebook or Google+) and responding to them creates a personalized relationship. Guests feel they are being heard, and as a business, you get personalized feedback! It’s a win-win situation.
Social Media is also a great way to get more bookings. If someone’s friend ranks a hotel high, they are more likely to think more highly of that hotel. It’s word-of-mouth advertising, personal relationships rule!
3. Customized Products and Services
People aren’t looking for the subjective 5-star rating like they used to, people want a more personal feel with customized products and services. Because of new technology, competition, and readily available methods of comparing hotels; customers look until they get exactly what they want. Maybe that will be a Designer hotel or local food that appeals to them. Maybe a renovation would be a good idea to make your hotel less generic and more personalized. Whatever it may be hotels can cater to customers by giving them the tools to customize the experience for themselves.
By understanding what guests want, hotel owners can increase hotel room bookings and improve hotel revenue.
Above all hotel guests want personalization, this can be accomplished in a variety of ways:
1. Engaged Employee
Satisfied employees mean satisfied customers. If employees have a sense of purpose and a more general view of how their job matters, the results will benefit everyone. Rooms will be cleaner, receptionists will be more welcoming, and the overall guest experience will be better and more personalized. If employees are engaged and motivated to develop relationships with the guests, the guests will notice.
2. Social Media
The whole concept behind the success of social media is personalization. Allowing guests to express their experience on the hotel social media page (Facebook or Google+) and responding to them creates a personalized relationship. Guests feel they are being heard, and as a business, you get personalized feedback! It’s a win-win situation.
Social Media is also a great way to get more bookings. If someone’s friend ranks a hotel high, they are more likely to think more highly of that hotel. It’s word-of-mouth advertising, personal relationships rule!
3. Customized Products and Services
People aren’t looking for the subjective 5-star rating like they used to, people want a more personal feel with customized products and services. Because of new technology, competition, and readily available methods of comparing hotels; customers look until they get exactly what they want. Maybe that will be a Designer hotel or local food that appeals to them. Maybe a renovation would be a good idea to make your hotel less generic and more personalized. Whatever it may be hotels can cater to customers by giving them the tools to customize the experience for themselves.
By understanding what guests want, hotel owners can increase hotel room bookings and improve hotel revenue.
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