Any business can offer good or basic customer service but your guests expect more.

How can you fulfill their expectations?

Give me a few minutes – and I’ll share with you wonderful tips for amazing customer service.

If you have been an owner/operator of a hospitality property for a while, then you might have seen the average hotel occupancy rate fluctuated dramatically over the past couple of years.


There has been no guarantee of consistent repeat business.


You may have welcomed new customers, hoped they would enjoy their stay and maybe someday return but have you been asking yourself these questions.


How can I get them to return?

And if your customers don’t return …Why?


You want to ensure that your customers have a wonderful experience at your property and avoid disappointing them by only fulfilling the basics.


Here are some of the reasons guests might not return, according to a study conducted by the Research Institute for Leisure and Tourism.

•1 % because of death

•3 % because of move

•5 % because of change of habits

•9% because of the wrong price policy

•14% because of lack of product quality

•68 % because of lack of service quality


Well, if you can say …

“We only offer quality service, none of these other factors apply and our occupancy rate is always 90% or better”

…then your business is in perfect shape and you need not read any further.


If this is not the case…

Then you might be interested in how both unhappy and happy customers might describe their experience at your property.

•1 unsatisfied guest tells 10 other persons about it

•1 satisfied guest brings 3 new guests

•Delighted guests spend 5 times more money


“I know my guests and if they were unsatisfied with their experience, they would complain.”

WRONG!


Statistically, only 4 out of every 100 guests complain and up to 75 % will choose your competition for their next stay.

Only 8-20 % stay loyal despite their dissatisfaction.


So what does this all mean?

Well simply…

“Unsatisfied guests do not complain, they just do not come again.”

How can you ensure your guest will return? Continue reading and I"ll will tell you...


⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:
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