It’s axiomatic. In the hospitality industry, customer service is everything. And it can be the most challenging thing as well, whether you have a small B and B or manage a chain of hotels. With so many tasks to keep track of, it can be difficult to summon up a smile sometimes. However, in hospitality as in so much else, new technology is making the most onerous tasks easier, leaving owners, managers, and staff more time to focus on that most important task: ensuring customer satisfaction.
The challenge of building customer loyalty
For all businesses, good customer service is the key to ensuring client loyalty. This is especially true in the hospitality industry, where a positive experience can make all the difference to a stay. Whether it’s an important business trip or a relaxing vacation, nobody wants to see grumpy and unhelpful faces at the reception and the breakfast room. Travelers tend to feel disoriented anyway, and a friendly face can go long way towards making them feel comfortable.
According to a survey by CEB Research, nearly all, or 96% of all customers who have to make a big effort in dealing with customer service will abandon that business. Obviously, great customer service is the best way to attract client loyalty. This has a very direct impact on revenues as well. Improving customer loyalty by just 5% can lead to increased revenues from 25% to 100% per customer.
How hotel management solutions can help
For owners, managers, and staff, the good news is that new trends in hospitality technology can help make their jobs a lot easier. New cloud-based property management systems can handle all the onerous, detail-oriented, and time-consuming tasks like reservations, updating online information, housekeeping, billing and accounts, reports and night audits, and even marketing.
These new hotel management software features integrate all functions seamlessly, making overall operations much more streamlined and efficient. Managers and staff can access the system remotely, for greater accuracy and functionality. Managers can input new rates and other information easily and quickly. The system can also generate guest profiles and reports to support marketing efforts.
Improving the guest experience
Cloud-based property management systems (PMS) for the hospitality industry make basic tasks and record keeping easier and more accurate. This can reduce the burden on staff and managers, freeing up time that they can use to carry out their duties to improve the guest experience. Improving staff productivity and morale are two goals that managers in any industry struggle with, and the hospitality business is no exception.
By streamlining all operations, cloud-based PMS can give staff more time to do their jobs well, and to offer better customer service. More face to face time with customers helps to promote brand loyalty. Hotel management systems also make the new employee onboarding process smoother and clearer. Overall, they contribute to higher revenues.
In the hospitality industry, customer service is the key to success. New hotel management software can help both staff and managers to achieve this goal, making sure that guests have a pleasant stay.