Webinar : "Guest Satisfaction: 8 Best Practices for Hotels & Restaurants"

Guest Satisfaction: 8 Best Practices for Hotels & Restaurants

Link to video

The topic of this webinar was about guest satisfaction for hotels & restaurants, which is the key sucess for any company in many industries. When a guest is satisfied, he is ready to pay more and it increases also brand loyalty, which is a big challenge in hospitality industry.To explain how to increase guest satisfaction, the professional speaker leads us on key points: the best practices to adopt in order our guests make feel comfortable.

  What the Topic includes:

How social media has raised the stakes in guest satisfaction.

How to align online positioning with your on-property experience

Training and empowering staff to exceed expectations

Integrating Guest Satisfaction Survey data with review metrics for 360° Guest Intelligence

Using guest feedback data to make better decisions

Responding to reviews and social media commentary

Key elements:

-> Measure performance. Monitor and manage guest feedback from internal guest surveys and over 100 review sites and online travel agencies worldwide.

-> Earn higher guest satisfaction. Analyze performance and identify patterns to guide operational, service and product improvements.

-> Drive revenue. Optimize daily rates, occupancy and RevPAR by comparing pricing and review performance with competitors.

-> Learn and improve. Tap into the expertise, free resources and customized training sessions offered by our unrivaled client services team.

-> Manage social media. Monitor and respond to mentions of your business and related keywords across social networks.

What I learned:

Guest satisfaction is not only a face to face relationship but includes online tools in order to increase loyalty: it comes from guest feedbacks and then you can know your guest's expectations. You can indeed inquire more deeply about your customer's profiles that leads to anticipation and create the WOW effect.

If a hotel/restaurant is well implemented online, it reinforces its position on the consumer' side. But we do not have to forget the human part, the guest relation. Customers like to have a person in front of him, this is one of the key success of luxury properties. They can address their request whenever they want. And Online tools can take over when staff is not here: before the arrival and after the departure.

For that it is essential to train your staff on online tools in order to be the most effective as possible.Online tools allows also to set up surveys to konw if our online stretegy is well understood..- Did the employees receive an adapted training to this new technology?- Did this technology easily manageable for the clients?- Did we create an added value?These results of the surveys are quantifiable. Hotels can then take the adapted decisions to improve their services.

When we receive a guest give a feedback positive as negative it is vital to answer him within 1 hour.

So it is important to live with our time and to know as much as possible our guests who spend more and more time on technology tools.

Marriott’s Travel Brilliantly Exploring Co-creation

Plus Points Campaign

Class Exercise Session 5 - Lounge Up VS StayNTouch

Homework for Session 5 - company that provides hotels with a guest service app

VLoungeUp suggests to the hotelkeepers resuming contact with their customers in a digital way.

The whole remits to a mobile application which the hotel can personalize and who can be constantly updated thanks to an access back-office.

Sales materials

- To Increase the turnover and guest satisfaction

- To adapt the app according to the hotel

- To collect many guest info and preferences in order to know then better

- To promotion the hotel services by booking directly through the app

- To increase the loyalty

- To reduce costs 

App features included in the app

- About the communication: guests can send/receive messages = closer relationship

- About the information: inform them about touristic attractions on a map with geolocation 

- About guest Satisfaction Assessment: satisfaction survey through the app, instantaneous feedback on their journey

- About a CRM tool: analysis of the use of the app by the client to better target them and to satisfy them, keep client database up to date

- An adadpted app: available on all mobile platforms (IOS, Android, Amazon)

- Share&Go: tool that send touristic suggestions to clients on their mobile. Function of concierge

Class Exercise session 4

#BUZZANDGO

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                            -Créateurs
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