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9 tips to improve customer service in the hotel industry

9 tips to improve customer service in the hotel industry

One of the keys to opening and operating a hotel is customer service. If your hotel has bad customer service, it will not only get bad reviews, it will also run out of guests! That’s why here we will tell you how you can improve customer service in the hotel industry. Here are some tips […]

One of the keys to opening and operating a hotel is customer service. If your hotel has bad customer service, it will not only get bad reviews, it will also run out of guests!

That’s why here we will tell you how you can improve customer service in the hotel industry. Here are some tips we gathered from industry leaders and experts at IHCS.

Tip 1: Email your guests before they arrive

Sending an email, message or pre-arrival contact to your guests prior to their arrival can significantly improve customer service in hospitality. In addition, it can simplify the registration process, i.e. check-in.

In addition to sending the booking confirmation email, you can send another email with important information to take into account. For example, you can tell them about the entry time or tips on how to speed up the check-in process.

The important thing here is that the email is personalised. By this we mean that more than adding the name, it should look like the manager is personally receiving the guests and giving them a warm and close welcome.

Tip 2: First impressions count for a lot

A common mistake when welcoming guests is to treat them with a bad attitude as if we are doing them a favour. This can have a negative impact on their entire stay.

Start by greeting them with a smile and with the warmth you want to emphasise in your hotel. Remember that at the end of the day, they are people who feel, not cold sales numbers. That’s why it’s important to be friendly.

We also recommend reviewing the details of the check-in so that you can provide them with the information and attention they need with precision. You can even speak to them respectfully by their first or last name.

Tip 3: Create easy-to-access channels of communication

Communication is a key part of the guest experience and improving customer service in hospitality. Your ability to attend to your guests’ needs will speak volumes about your hotel.

In large hotels or where your clientele tends to be older, i.e. old-fashioned, it is best to have telephone lines. The same applies when your hotel is very large and the wifi coverage is not the best.

For those who manage a small hotel or have a younger and more technological audience, fast channels such as WhatsApp, chats, etc. are a better option to give them attention. are a better option to give them attention in a quick and clear way.

Tip 4: Valuable information for your customers

One of the traditional resources in hotels are the so-called welcome books. In these books, information about the hotel and its facilities is usually given, but nowadays, this information should go beyond that.

This is because giving valuable information about the destination can change the experience of your guests. It is no longer about you and your hotel, now you have to keep in mind that the guest plays a central role.

You can even go further and improve customer service in hospitality by providing value in new ways. For example, creating video guides, e-books or sharing content via social media.

atencion al cliente hoteles

Tip 5: Treat customers as who they are, people

A common mistake, especially in very large or chain hotels, is to see people as numbers. That is, considering your customers simply as a booking code and not as a flesh and blood person.

Changing this approach from management to direct contact staff can completely change customer service in hospitality. This, by making it much more human and closer.

This change in approach can be seen in things as simple as calling the guest by name or offering a personalised experience.

Tip 6: Wi-Fi is a key piece of the puzzle

Believe it or not, nowadays your hotel’s wifi plays a very important role in hotel customer service. Just think about how you feel when you go to a place where the internet doesn’t work.

It is not enough to have fast internet, you must also have a wide coverage in every part of your hotel. This is essential for your guests to be able to stay in touch and have a good experience.

Fast internet will also work in your favour in strategies such as customer service via WhatsApp, chat or mobile app. It will even improve the experience of your employees and your processes such as check in and check out.

Tip 7: Celebrate special dates

One of the most effective ways to improve both hotel customer service and guest experience is to celebrate special occasions. What do we mean by this? Simple, celebrate special occasions for both your guests and your hotel.

For example, if a group of people book to celebrate their birthday at your hotel, why not surprise them with a birthday cake? Or if you have guests coming to celebrate an anniversary, give them some flowers or a bottle of wine!

The same goes for your hotel. For example, if your hotel is about to celebrate its anniversary, celebrate it! Surprise your customers with gifts, dynamics, events or whatever you want to show them that they are part of that big family.

Tip 8: Follow up on customer reviews

Another very efficient way to improve customer service in hospitality is to follow up on customer reviews. This is because many hotels just let them go.

By following up on their opinions and reviews it is possible to find out what weaknesses and threats you are facing. If you use this as part of your analysis, you can find valuable information for decision making.

Contrasting opinions and reviews with hotel performance indicators will help you reach more accurate conclusions. You will then be able to take actions that really impact your hotel customer service.

Tip 9: Go to the experts

The last way you can improve customer service in hospitality is to go to the experts – like those of us at IHCS!

This way you can audit and analyse your hotel to find areas of opportunity to work on. This will help you to make every action precise, the use of resources efficient and the results evident!

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