Communication is crucial for the hotel industry, so the relationship with guests is extremely important for the development and improvement of the hotel brand. Adequately set strategy is important for conveying the experience of clients, because positive feedback, listening carefully to their wishes and needs is important for creating their loyalty to the hotel. Creating loyalty also contributes to higher bookings, increased business and hotel revenue.
Hotel staff should develop personalized communication with their guests in order to create a positive customer experience. Guests expect a unique experience, quick, easy reservations, and security, and hotel technology facilitates business and daily activities.
Why communication is important for the hotel business is presented below.
Effective communication primarily means listening to the opinions and ideas of its employees. The hotel staff is in the most direct communication with the guests, so it can have an impact on improving the services. When employees have good feedback from superiors and when their opinion is respected, employees will feel engaged, productive, and relevant.
Employees must know how to communicate with guests because, in case of potential complaints from guests, they must solve the problem in a peaceful way. The body language of the employees talks about the way of communicating with the guests. The staff should be kind and smiling towards the guests, in order to let them know that they are fully listening to their requests. Therefore, employee training is very important for acquiring communication skills.
As the goal is to fully adapt to the guest, it is up to the hotel staff to make every effort to listen to the needs and obtain the necessary information before their arrival. Different types of guests need different information. For example, if we have business travelers who spend most of their time in business meetings, hotel staff can give them a recommendation about local restaurants and cafes and thus make it much easier for them. In addition, the development of hotel technology has greatly facilitated the acquisition of the necessary information in order to establish good communication and eliminate bad experiences.
Social networks are also a good tool for establishing closer and better communication. Through Facebook, Instagram, Messenger, and other apps, guests today get all the information faster. Offering authentic content and answers improves the guest experience. With the development of the Internet and the growth of communication through social networks, people have moved from traditional methods to a more modern way of communication. Instead of telephone and e-mail, hotels should have a platform for managing and exchanging messages. Message automation significantly shortens response time.
Given the fact that a large number of guests are from different countries who do not speak the local language, establishing more efficient communication is more difficult. The task of the hotel is to ensure that the reservation mechanism and the hotel website are multilingual, which will also reduce the potential number of questions and concerns that guests have.
Successful communication with guests also affects the achievement of long-term success. Greater pleasure and satisfaction of guests will lead to better business and more reservations.