登录查看更多内容

What are the most successful guest service management strategies?

由人工智能和领英社区提供技术支持

Guest service management is the art and science of delivering exceptional experiences to your customers, whether they are staying at your hotel, dining at your restaurant, or visiting your attraction. It is not only a matter of satisfying their needs and expectations, but also exceeding them and creating memorable moments that foster loyalty and referrals. In this article, we will explore some of the most successful guest service management strategies that you can apply to your hospitality business, based on real-world case studies.

此文章中的业界达人

由社区从 4 条内容中精选。了解更多

INFLUENTIAL KENYA

Igniting Brands with quick-witted Strategies | Crafting Compelling Online Narratives | Your ideal partner for…

1 Know your customers

One of the key elements of guest service management is to know who your customers are, what they want, and how they behave. This means collecting and analyzing data from various sources, such as surveys, reviews, social media, and loyalty programs. By doing so, you can segment your customers into different personas, understand their preferences and pain points, and tailor your service offerings and communication accordingly. For example, a luxury hotel in Singapore used data analytics to create personalized profiles for each guest, and used them to customize their amenities, services, and interactions, resulting in higher guest satisfaction and retention rates.

添加您的观点

Todd Roesler

Commercial RE Sales @ Coldwell Banker Schmidt | Real Estate Services
举报内容
In my experience in luxury hotels it was a requirement that we got to know our customers by market segment. The sales managers and team including housekeeping, food and beverage created databases for annual conventions, groups, repeat room blocks in the same markets segment. The same would be true for our leisure-tours, repeat loyalty guests and requested data within reservations for email and phone numbers when possible. 2 to 6 weeks out we provided calls, messages to update any details, who was traveling, children, what could we do in advance to prepare. Provide service for dining, theatre, events. This was expected in departments with precise rooms types. This delivered a higher quality of planning organizational structure for all.

已翻译

赞

2 Empower your staff

Another essential factor of guest service management is to empower your staff to deliver excellent service, by providing them with the right training, tools, and incentives. Your staff are the face of your business, and they have the power to make or break your guests' experiences. Therefore, you should invest in their skills and knowledge, equip them with the latest technology and systems, and reward them for their performance and feedback. For instance, a theme park in Florida implemented a mobile app that allowed its staff to access real-time information about guest preferences, wait times, and service issues, and empowered them to solve problems and offer surprises, such as free tickets or fast passes, to enhance guest satisfaction and loyalty.

添加您的观点

Todd Roesler

Commercial RE Sales @ Coldwell Banker Schmidt | Real Estate Services
举报内容
Another key element of importance is educating your associates to deliver on a service promise that can be unparalleled. Training, job description, and daily fundamental job descriptions must be implemented in strict detail. Working in Union hotels will have contract language by position. In housekeeping, engineering, food and beverage and all departments all need a job description and a daily huddle meeting that never stops teaching, learning, and understanding the importance of that service delivery. A five or 10 minute huddle meeting before every shift 24 seven must become the culture of a hotel. Hotels are one of the few industries that are open 24/7 and do not really need locks on their doors because they never close.

已翻译

赞

3 Anticipate your guests' needs

A third crucial aspect of guest service management is to anticipate your guests' needs and expectations, and deliver them proactively and seamlessly. This means being attentive and responsive to your guests' requests and queries, but also going beyond them and offering solutions and suggestions that they may not have thought of or asked for. By doing so, you can create wow moments that delight your guests and make them feel valued and special. For example, a boutique hotel in London used artificial intelligence to analyze guest feedback and behavior, and used it to predict their needs and preferences, such as room temperature, lighting, music, and food, and adjust them automatically or offer them as options, creating a personalized and comfortable environment for each guest.

添加您的观点

4 Engage your guests emotionally

A fourth important dimension of guest service management is to engage your guests emotionally, by creating a connection and a story that they can relate to and remember. This means not only providing functional and practical benefits, but also emotional and experiential ones, such as fun, excitement, relaxation, or inspiration. By doing so, you can build a rapport and a relationship with your guests, and make them feel part of your brand and community. For example, a resort in Hawaii used storytelling and cultural immersion to engage its guests emotionally, by offering them authentic and immersive activities, such as lei making, hula dancing, and canoe riding, and sharing the history and traditions of the island, creating a unique and memorable experience for each guest.

添加您的观点

-Prashant -Mishra

Entrepreneur | Hotelier | Analyst | Host : Connecting The Dots - The Hospitality Podcast
举报内容
Engaging guests emotionally is key to successful guest service management. Strategies include personalized interactions, anticipating needs, creating memorable moments, empathetic listening, consistent communication, empowering staff, soliciting feedback, and personalized follow-up. These efforts build strong connections, foster loyalty, and drive business success.

已翻译

赞

5 Solicit and act on feedback

A fifth vital component of guest service management is to solicit and act on feedback from your guests, by listening to their opinions and suggestions, and using them to improve your service quality and delivery. This means not only asking for feedback, but also acknowledging and responding to it, and showing your guests that you value and appreciate their input and loyalty. By doing so, you can identify and address any issues or gaps in your service, and demonstrate your commitment and responsiveness to your guests' needs and expectations. For example, a restaurant chain in the US used online surveys and social media to solicit and act on feedback from its guests, by offering them incentives, such as coupons or free meals, for completing the surveys, and by following up and resolving any complaints or compliments, increasing guest satisfaction and retention rates.

添加您的观点

INFLUENTIAL KENYA

Igniting Brands with quick-witted Strategies | Crafting Compelling Online Narratives | Your ideal partner for brand,product and service promotion -email us : [email protected]
举报内容
The most successful guest service management strategies focus on personalized experiences, anticipating guest needs, and creating a welcoming environment. Training staff to be attentive, empathetic, and responsive is crucial, as is using technology to streamline processes and gather feedback. Building strong relationships with guests through loyalty programs and personalized communication can enhance overall satisfaction and loyalty.

已翻译

赞

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Hospitality

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the most successful guest service management strategies?

1

2

3

4

5

6

1 Know your customers

2 Empower your staff

3 Anticipate your guests' needs

4 Engage your guests emotionally

5 Solicit and act on feedback

6 Here’s what else to consider

Hospitality

给文章评分

感谢您的反馈

更多Hospitality相关文章

更多相关阅读内容