7 ways Hoteliers can build trust with their guests & Eliminate Trust Gap

Let's accept most hotels and chains face a trust gap between their guest. The two questions to ask that will define this gap are:

1. Do you think your guests trust you?
2. Do your guests trust you?

In my view, the former is an OPINION, and the latter is a FACT

In a recent survey, it was found that 87% of hoteliers think their guests highly trust them, but on the other hand, only about 30% of guests do. That’s a 57% gap!

Now getting to the point. The goal here is to build NO TRUST GAP and work forward from there. Here are 5 ways:

1. Be Easy to Connect With – Do you make it easy for your guest to connect with you? In this age, hoteliers should think about an omnichannel approach, ie be available where their guests are. Room landlines are history, hoteliers need to move beyond and adopt modern ways like guest messaging, chat, etc. Make it easy for guests to connect with you.
2. Be Transparent – Be open about your hotel and guest policies, process, fulfillment times, delays & more. Don’t hide behind fine print. You want your guests to know and understand how you operate. The more they know, the more trust they will have in you.
3. Protect Your Guest’s Information – Data protection has been a hot topic for several years in the hospitality industry. If guests trust you with their information, don’t abuse that trust by misusing it. Hoteliers should adopt modern data security measures to protect their guests' data.
4. Keep Your Promise – The fastest way to destroy trust is to not keep a commitment. This is true if you are dealing with a 1st guest and even more for repeat guests. If you make a promise, keep it. If you can’t keep the promise, explain why and give an alternative solution. Keep Communicating With Your Guests?
5. Give Your Guests Control – Give your guests the option to control their personal information. This includes the ability to opt in or opt out of future communications, as well as any marketing campaigns that you may be running.
6. Be Consistent – When guests use the word always before they describe something positive about their experience, such as, They are always helpful,?you know you’re delivering a consistent and predictable experience that increases trust, and loyalty and gets guests to come back.
7. Provide Excellent Service – This is the perfect one to end on. Raise the trust level with something you should already be doing. When guests like the experience you provide, they trust you more. And they will keep coming back for more.

Creating a strong guest experience will improve loyalty. Having a loyal guest base is the surefire way to ensure your company thrives in today's competitive landscape. Without a doubt, the best way to please guests and create trust is to give them what they want while providing exceptional service. If you are looking to win over more guests, it's important to focus on creating positive interactions with them throughout every stage of their journey with your business.