Customer Focus: The Secret To A Successful Hotel Business

​The hotel business is not an easy industry to compete in. Nowadays, it has just become more competitive than ever. So how can your hotel vie with others in the industry?  The secret is simple: focus on giving your customers a great experience and satisfaction.

​Experience Is The Product
When in a hotel business, your product is neither the room nor the other amenities. Your product is the experience. Therefore, your hotel's focus should be on giving the best experience to your customers. The key is to hire and train good employees who are ready to give the best service to your customers.

Imagine a hassle-free check-in while the receptionist assists the customer with a smile. An attentive bellhop helps take their luggage to a clean room with a comfortable bed. They get hungry and call for room service. The food is good, and it is delivered by a friendly staff. The experience is exceptional, and the satisfaction is high.

Keep Them Coming Back
Attracting customers is a good thing, but making them come back is even better. An experience that goes beyond customer’s expectations promotes a strong feeling of loyalty. For example, the above scenario would most likely lead to the customer using your hotel on their next visit. In contrast, if they are not satisfied with the service you are providing, there’s a low chance of them returning.

Your hotel’s staff and management should all be focused on one goal – to deliver superb customer experience.  Once you meet this goal, you’d be amazed at how appreciative and loyal your guests can be.

Building Brand Reputation
A good experience not only promotes loyalty and keeps your guests coming back, but it also increases advocacy. A satisfied customer is likely to spread the positive word about your service to others, creating a good reputation for your hotel. Not only is it free, but word of mouth is also an effective form of advertisement in the hotel business.

On the other hand, a single negative experience can also do as much damage. One bad experience, a rude staff, or one hotel with lousy service in a chain can stain your brand’s reputation.

Make sure that every one of your employees is aligned and understands your business strategy. There should be no confusion on what your priority is – customer satisfaction.

So that you can focus on what really matters to your hotel, ease some of your worries. Insurance would protect not just your business, but your employees and customers too.

At Desmond Insurance, we aim to provide comprehensive insurance policies that make your life easier. We want to help you get the insurance that fits your needs. You can get more information about our products and services by calling our agency at (859) 491-5100. Get your free quote today by CLICKING HERE.