Why You Must Ask Hotel Guests This at Check-Out
MUST-DO: Asking the right questions can dramatically improve your hotel (or any business) – Quick Read!
I use these exact strategies at my hotels and as a hotel consultant, with hundreds of clients. It can work for you too.
Need to improve your guest satisfaction scores? Or.. Want better reviews?
Get feedback before they leave.
At departure, ask these two questions.
1) How was your stay?
2) What’s one thing we can do to improve?
Use a authentic, traditional method to have guest write down their concerns. Use tools such as We Care Feedback cards.
Recover by apologizing, use empathy.
If they were happy, ask for a review.
If they’re a loyalty member, explain..
“Mrs. Smith, we appreciate you being an elite member. When you receive an email survey, would you rate us 10? (Wait for their response).
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Have a successful day!
About Rupesh Patel
Hi! I’m Rupesh Patel, hotel owner and founder at SmartGuests.com, a U.S. based company that helps businesses like yours, improve guest interactions by implementing customer service training, strategies and marketing tools. My hands-on experiences and creative ideas have been featured in industry magazines, websites, books and blogs. Today, I’m here to share my passion for entrepreneurship, customer service and marketing with you.
Connect with me LinkedIn: www.linkedin.com/in/rupeshpatel1/
Get tools to improve your customer service scores, guest experience and online reviews – Visit SmartGuests.com