These days, customers start their hotel searches online meaning hospitality impressions begin long before the customer walks through the door. So how does a hotel, independent or chain, satisfy customers and win repeat business?
Customer satisfaction extends beyond the human interaction. Customer satisfaction is affected by your digital online presence. With customers getting their first information about hotels online, the most successful hotels have stand-out websites that are also easy to navigate. Websites with numerous photos, clear directions including maps, nearby points of interest, good restaurants and reviews will do better holding the attention of an online shopper. The online shopper should be able to look and book quickly with minimum hassle.
Customers often have special needs such as handicapped accessible rooms. The best websites provide a booking interface allowing the customer to make special requests, again with minimum hassle.
Customer satisfaction is about being available where, when, and how customers want. A direct phone number to the hotel is a must. Many customers research online but call to book. The availability of personal interaction is the key in this case. Personnel handling booking calls should be friendly, helpful and well versed in the policies and amenities the hotel offers. A high satisfaction level at this point can positively set the tone for the customer’s stay.
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