Nowadays, a proper online presence is more important than ever. According to the latest surveys approximately 75% of the total guests book their accommodation online.
This means that if your hotel’s website does not appear in the search results or does not arouse interest, you will certainly lose a huge part of your potential guests. So in addition to a competitive pricing strategy, search engine optimization so-called SEO is also an essential part of successful hotel marketing and sales.
Obviously, good SEO by itself is not enough. Clicks of potential guests should be converted into real bookings. Based on the experience of the past two years, due to the uncertainties associated with the Covid-19 epidemic, accommodations that offer flexible cancellation policies to their guests can achieve better results. If you want to increase your guests’ confidence, reassure them that they will not lose their money if they have to cancel or postpone their stay for reasons beyond their control.
The three most important things that guests check before booking are price, photos, and reviews. Sometimes less is more. With some good quality, professional photos, you can get much better results than with many lower quality ones. However, always make sure the images reflect reality.
Good reviews are priceless, but nothing is perfect and despite the best efforts, it is not always possible to satisfy everyone. Everyone knows that. Negative reviews are inevitable, but a professional response to them can be incredibly important because your potential future guests will surely read them.
The importance of answering reviews - whether good or bad- is well known to all hotel professionals. However, many respond to guest reviews with the same pre-written templates.
Writing personalized answers takes more time and energy, but consider them a worthwhile investment. This can be a great way to increase the loyalty of your guests and increase future bookings. Personalized, unique responses reassure guests that their experiences and opinions are really important to you.
Every hotel has at least one weak point. Is the entrance difficult to find? Is parking complicated? Are fraudulent taxi drivers waiting next to the airport? Don’t let your guests get an unpleasant surprise. Helpfully warn them instead and suggest a solution.
The importance of first impression is unquestionable. An unpleasant moment on arrival can have a negative effect on the guest’s overall stay. Therefore, it is very important that you think through the steps with your team, from the arrival of the guest through the check-in to the entry into the room, and make sure that everything goes smoothly or even exceeds the expectations of the guest.
Here are some tips for a great first impression:
Over time, guests will forget what you said or did, but they will always remember how you made them feel. Always keep this in mind and make sure that the entire staff of your hotel treats guests with this approach.
Here are some ideas on how to get your employees involved:
In 2022, there is no excuse that would be acceptable for a poor-quality internet connection. Good wifi is now a basic expectation of guests and you will probably get a complaint sooner if the internet is not working than if there is no hot water. Ensure a fast and stable Internet connection at your property and, if necessary, a backup solution in case of a failure of your primary service provider's system.
If guests are unable to relax at the property for any reason, they will make a sound. Comfortable, restful sleep is their basic need and you need to do everything you can to provide it for them. Comfortable, quality bedding, adequate darkening, and soundproofing are essential facilities for the comfort your guests are looking for.
The bathroom is typically an area that often causes guest complaints. Unpleasant smell, hair on the floor, clogged drain, and a shower curtain that looks dirty. Sounds familiar, doesn’t it? It is essential that both your cleaning staff and maintenance personnel pay close attention to the hygiene and proper functioning of the bathroom. An immaculately clean bathroom with high-quality towels, a powerful hairdryer, and a premium toiletry package is every guest’s dream. Make it a reality for them!
Of course, the areas mentioned above do not cover the tonS of work & daily duties you have to face while managing your property. If you use just a few of these tips in your everyday life, you can take your operation to the next level and make your guests' stay unforgettable.
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