Hospitality

Customer engagement primarily refers to the connection or alliance that the brand and customer share so, a highly engaged customer is likely to buy more and show greater brand loyalty. In the hotel’s best interests, it is best to build a sustainable relationship with their guests to bring significant hotel traction in the future. A satisfied customer will be keen to come back in the future and potentially refer the hotel to other people in their social circles. As such, how well you treat your guests will affect their response, particularly in terms of their royalty, involvement, and satisfaction with your hotel brand.

With the help of a customer engagement checklist, hoteliers can continually enhance guest loyalty. With this checklist, engage your guests during their stay to see higher guest return rates followed by an immediate improvement in guest loyalty.

While waiting might be considered normal, particularly during peak operational hours, making the guest wait longer than they should cause them to become frustrated. Therefore, it is always best to deliver promptly because that will lead to better customer satisfaction. A dissatisfied customer may never return and could even leave bad reviews about your hotel.

Introduction

Customer waiting time is one such factor that influences a hotel guests’ experience. So, when a guest approaches your desk and makes a request/inquiry, they are typically aware that they might have to wait till the hotel employee reverts to them. However, it is important to consider implementing an efficient management system regarding the waiting time for your guests.

Process

Standing in lines or even waiting to be tended to your inquiries are common occurrences in a hotel establishment. But on the other hand, the employees should be quick to respond to customers and try to accommodate their needs as promptly as possible. Failing to do so would entail delays in offering customer service, probably leaving the guest dissatisfied. To appease an unhappy guest is very difficult, and there is a chance that they may not revisit your establishment. As an employee, if you know ahead of time there will be a significant backlog, then offer a clear indication as to how much time the guest would have to wait.

Dos

  • Always be proactive and engaging with your customers and communicate with them effectively if you know there will be a delay.
  • If you sense that the customer is frustrated by waiting, simply acknowledge their presence and assure them.

Don’ts

  • Do not react negatively if a customer becomes upset over the waiting time. Instead, remain calm so that the issue can be resolved effectively.
  • Do not forget to make your customers feel comfortable while waiting, such as offering them a seat.

Customer engagement means that you value the customer enough to know what they want. Meeting the customers’ expectations will only reflect positively on your hotel and help you gain more traction. An engaged customer will be encouraged to visit again and may even recommend your hotel to other people.

Introduction

The hotel employees are tasked with catering to the guests’ needs and providing them with an overall positive and satisfying experience. The brighter and more motivated you are towards your guests, the greater the chances of a more meaningful engagement. Therefore, the time taken for an employee to tend to the customers’ needs serves as an important metric for the future relationship between the enterprise and the consumer.

Process

Qualities such as impeccable communication skills and an affinity for interacting with guests in the right place and at the right time will play a role in developing a healthy relationship with them. When the guest steps inside the hotel, do not waste any time making them comfortable and ensure that the checking-in process is conducted smoothly and systematically. Avoid making them wait unnecessarily and be tactful enough to resolve any issues or grievances that might come about due to not being able to tend to them when neededSuppose the hotel employees are not engaging in activities that best serve the customers’ interests. In that case, the customer will see it as a lack of competence and professionalism, thereby discouraging the customer from revisiting the establishment.

Dos 

  • If there is a perceived wait time, employees should take note and engage in polite greetings, learn the purpose of the matter at hand, and possibly direct them accordingly.
  • Give guests something to do while waiting in lines, such as offering a comfortable place to sit and access to free WIFI.

Don’ts

  • Do not engage in idle conversations or activities while the customer is waiting.
  • Do not react adversely if a customer is angry for being made to wait. Instead, resolve the issue by staying calm and offering an apology.

Each hotel has a stipulated time within which a guest must receive their order.  Guests should not be made to wait long and must be served within the prescribed time to avoid a bad guest experience.

Introduction

It’s never a good idea to make your patrons wait longer than they should for their meals. However, if your customers are made to wait for an extended period for their food, it won’t matter just how good the food may have been because they will most likely be focused on the delayed service they had to endure. Understandably, such an incident would make them very frustrated, and they may not want to revisit your establishment. As such, it becomes critical that you train your staff to serve the food on time.

Process

Keep in mind that it is tough to win back an already disappointed guest. An unhappy guest might even leave bad reviews on online platforms and discourage other people from staying at your hotel, negatively impacting the establishments’ reputation and economic traction. As a result, take all possible steps not to disappoint your diners. Certain dishes require a great deal of preparation while others don’t, so if you know that there is a dish that will take a bit longer to cook, inform the diner ahead of time. Always be informative and transparent. Peak operational hours might mean that chefs and servers are expected to be active on their feet and fulfill many orders in a short time. With so many orders, the chefs and servers may get confused and mix up, which is bound to leave the patrons very irritated and hungry. However, do not react adversely. Instead, remain calm and listen intently to their grievances without interrupting. Acknowledge the errors, let them know that you are sorry, and assure them that such an incident will not happen again.

Dos

  • Ensure that you inform the guest in advance about how long it would take to prepare the dish.
  • Ensure that you have enough staff members to tend to the volume of guests, especially if it is during peak operational time.

Dont’s

  • Do not react adversely with a guest who is complaining about the delay in a dish. Instead, stay calm and patient, and then offer an apology.
  • Do not be disorganized and implement a functional system wherein you know which plates go to which diner.

Quality of customer experience decides the fate of any business. It is particularly true for the hotel industry. Staff members should try their best to engage a waiting customer in conversation, help them, and not leave them unattended.

Introduction

Research has shown that a customer’s perception of an establishment may be determined by how long they were made to wait, influencing customer satisfaction levels. Ideally, the customer should not stay for too long as the customer could perceive this as a lack of efficiency.

Process

In such scenarios wherein customers are made to wait, the person tending to them should give the customer a precise and conservative estimation of how much time they would be requested to wait. By doing so, you are reducing the likelihood of the anxiety and frustration of the situation’s uncertainty could cause. If you have promised output within a specific timeframe, try your best to deliver as the customers’ expectations have already been put into motion. To backtrack from that commitment would significantly impact the image of the establishment.

If the customer is asked to wait, you should direct them to the waiting area that contains magazines or, better yet, a space that offers access to the WIFI connection.

Dos

  • Ensure that you know your guests’ arrival so that the timetables of your staff can be adjusted accordingly.
  • Make it a point to offer your guest an early check-in for a small fee. That way, the waiting period would be reduced.
  • Ensure that employees are appropriately trained as that will contribute to the efficiency of the services provided to the guest.

Don’ts

Don’t make the guest wait unnecessarily, especially if they want to ask a simple question.

Do not react adversely if a client gets frustrated for having made them wait. Instead, be calm and patient and try your best to resolve any issue that they have raised.