I do a lot of work with my clients on creating a positive first impression and immediately they assume I am talking about their grooming standards and use of body language when they interact with their guests. This is all very important, and I do talk about this however I also bring to the attention of my clients that the first impression your guest gets from your hotel is before they have even met you in person.
Imagine a guest wants to stay at your hotel – the first thing they are going to do is look at your hotel website, your reviews and then give you a call. Based on what your website looks like, how your reviews read and how you answer their telephone enquiry will determine whether or not they book with you.
According to BluSky Marketing (2015) in their 9th Luxury Hotel Benchmarking Report they reveal that calling a hotel direct (59%, up from 57% last quarter) is the most popular reservation method. So how that call is handled will determine whether or not a guest books with you. When looking at your hotel website is your telephone number clearly shown on every page – a lot of hotel websites omit this or if they include it, it is hidden in the small print.
Have you ever wondered how many of the calls you receive at your hotel end up being a confirmed reservation? Are you using a professional greeting when answering the phone? How long does it take to answer your calls? Why is it that calls go unanswered? How many calls do you lose when transferring? All this information and more can be at your fingertips.
Do you want to:
– Drive repeat business
– Understand your customers better
– Identify and teach excellence
– Improve service consistency
– Identify training gaps
– Identify and resolve issues before they become problems
– Motivate and increase staff satisfaction
If you have answered ‘YES’ to any of the above then come along to the Hotel and Catering Show to find out more.
I will be presenting on ‘The Top 10 Secrets to a Successful Hotel Business’ and I will also be exhibiting at the show on both days. So come along and book a complimentary discovery session to find out how I can assist you to run an even more successful business.