How to personalize the guest experience to build a long-lasting relationship?

If you want to personalize the guest experience to build a long-lasting relationship with them, then you are at right place.

This is only possible when you can form a special bond with your guests.

Customer relationship is a special bond formed by various marketing, sales and customer service processes between the customers and a hotel.

A successful customer relationship grows over time and stays stable if both parties profit from the consumer-business interactions.

Wooing customers once is not enough. A special bond once earns must be taken care of and nurture on every occasion. 

Few issues this era is facing

• For companies, the new tech era has been fantastic but it has come with unforeseen consequences.

• Namely, today, consumers are less loyal than ever to brands.

• Instead of remaining 20 years with a company, clients move between companies on a regular basis.

• From lipstick to cat food, consumers are more likely to switch brands than ever before.

To solve these issues, and personalize the guest experience to build a long-lasting relationship with them you can take the help of these points.

Take an extra step

Establish a connection with the guest as soon as possible with a follow-up email.

This will allow you to set the tone for the guest’s stay.

Further, help you gather valuable information about them before they even step foot on your property.

Offer simple but thoughtful services such as extra pillows or dinner reservations.

This is a great way to build more complete guest profiles, show your commitment to customer service, and even reinforce your brand promise and reputation.

Providing guests with a little extra will help you attract visitors by providing a few services for free.

The provision of complementary services is a successful technique for delivering customer service.

Hence, it will encourage guests to go home and tell their friends about — or better yet, post on social media.

It can be as basic as providing free Wi-Fi or a free airport shuttle or local attractions.

Use of smartphones

The technology that is being built today for hotels is truly exciting and game-changing.

For instance, hotels are beginning to install “smart room keys” which allow guests to open their room doors with a simple smartphone swipe.

Big brands have already introduced this technology at their countrywide hotels.

According to a new survey, 94% of business travellers and 80% of leisure travellers showed interest in using smartphones to order hotel service and message staff. 

Using communications technologies and device integrations to provide a better guest experience can be of great benefit to visitors and hotel staff alike.

Ultimately, guests get a faster and more personalized service.

While hotels maximize operating efficiencies and workflows to conserve resources and reduce costs.

Text, voice and other technologies

Some hotels are experimenting with text and voice. in order to dial (some hotels are 0, or 9, or 1).

The guest must first look in the room for direction manual, then find the right number and call it.

But the guest may use this technology to text or speak to ask for the towels clearly.

Knowing that the room service would receive the message instantly to the room.

With so many PMS, POS, RM and CRM systems available on the market.

It can be hard for hoteliers to determine which investments will deliver the greatest return.

Since lockdown restrictions ease in certain regions, PMS providers note a substantial increase in hoteliers engaging with PMS technology.

So many PMS software has evolved with functionalities to assist with operational efficiency, revenue management and guest engagement.

By leveraging guest information from a PMS or CRM system.

Hotel staff can send personalized text messages based on guest profile and preferences and use that data to automate messages.

This can help hotel staff better serve guests through more individualized communication.

Text and voice are already revolutionizing domestic technology, from mobile devices to kitchen devices to cars.

Now it’s impacting the hospitality industry by allowing for the better and more flexible guest experience.

From small requests such as towels to event attendees asking for details about the sessions on the program.

Pro-active service

Rather than waiting for a customer complaint, you must move from a reactive service model to a proactive service model.

It will improve customer satisfaction and retention.

Focusing on tactics that identify and reward frequent customers is so critical for hoteliers.

Although reward programs are a great solution, consideration of how you build your program is crucial.

Many reward services offer a free night or a discounted stay after having earned a certain amount of points.

The problem with this method is that it sometimes takes a person a long time to cash in on the incentive.

So change the deals up.

Add benefits that can be earned instantly, such as a free drink at the bar, complimentary valet, late check-out or automatic room upgrade, in addition to the free nights.

Recognizing your guests by name when they arrive at your property is also significant, acknowledging that they are repeat guests and that you appreciate their loyalty.

Others

The travel industry is moving forward, developing mobile apps with accessible travel search engines.

Also, boarding passes in accessible formats and collating user-generated content on accessibility (through reviews and complaints).

Some companies have started incorporating artificial intelligence assistance for voice-operated travel booking.

Some hotel chains are using mobile apps to allow guests access to their rooms and other facilities.

And others are using virtual reality technology to demonstrate accommodation and services.

Using computer software you may pull a report of each guest due to arrive on a specific day.

If a guest has already stayed with you or if you collected information during the booking process, you can use the information to personalize their experience.

Have they ever had a problem you could make up for during this stay, maybe by upgrading their type of room?

Or did they indicate they were travelling with children, giving you the opportunity to leave a few toys or treats in their room prior to their arrival?

Conclusion

The customer experience matters more than ever before.

Technology is now a key component in delivering a customer service strategy that works — and that can keep you ahead of the competition.

And personalize the guest experience to build a strong relationship with them.

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If you want to learn about the functionality of QloApps then you can visit this link: QLO Reservation System – Free Open-Source Hotel Booking & Reservation System

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