How to improve guest satisfaction in your hotel?


Guest satisfaction should be a top priority at any hotel property, whether you are managing a large chain of corporate hotels or you operate an intimate property in a quiet location. You need to provide the guest experience that you promised, and in many cases, you will have to go above and beyond to impress your guests.

If you are looking to improve hotel guest service, or you consider some new and innovative ways of boosting your guest satisfaction ratings, these tips will help you provide every single guest at your hotel with an amazing and memorable experience:

1. The guest experience begins long before they arrive

A mobile-friendly website is necessary that offers visual appeal and social proof of the experience that they will enjoy at your hotel. Aim for fast site speeds and incorporate valuable content into every page of the site, while also adding “Book Now” buttons whenever possible. Once a traveller connects with your brand online, they will immediately develop an opinion of your brand that will impact the ultimate experience that they have at your hotel.

2. Respond to guest feedback

Actively solicit and respond to guest feedback. When you send out automated emails with guest satisfaction surveys, you are proving to your guests that you want more information about their stay and that you strive to exceed expectations at every turn.

3. Connect with your guests on a personal level

Connect with your guests on a personal level. You can use social media to reach out to your guests prior to their stay, and learn a little bit more about them. While your guests are staying with you, make sure to add small touches and details that personalise the experience. Guests will remember those experiences for years to come, and they will significantly improve their overall opinion of your property.

4. Use guest feedback to make future decisions

When you monitor your guest feedback and respond to it accordingly, it’s important that you take note of what improvements you could make in the future based on those responses. You also can use booking data and marketing data to finalise decisions for upgrading amenities, creating events, designing promotions and more. Not only will this help you make the best decisions and use your resources wisely, but it will show your past, present and future guests that you genuinely value their input.

Read more: How to design a great guest loyalty program for your hotel?