There are so many hotels out there, customer service is now ruling the industry. At the tap of a smart phone, potential guests can look up a hotel and decide on the spot if they will stay there. Technology now influences the decisions of many travelers, such as who provides free Internet and who has business services, such as fax machines and a business center. Guests also may belong to reward programs and use points toward their hotel stays. A hotelier must ask himself in this digital age, do I provide everything a guest wants and needs?
With the rise of the digital age also comes self-sufficiency. For example, when you traveled last, did you ask a concierge for a recommendation or simply use your smart phone to find a recommendation? Many travelers do the latter nowadays. That’s why providing a complete, non-evasive yet truly outstanding experience is a must for hotels. Unique experience goes a long way in customer service, and if the guest returns. For example, on two visits to Newport, Rhode Island, one hotel I stayed in offered a studio apartment at a very fair rate for the night. I had a peaceful stay. On a second visit to another hotel, the walls were thin and I heard a child crying for hours. The decision was made for me. On my next visit, I will stay in the updated, modern hotel with thick walls for the same price. These experiences are often cemented for Internet posterity on review sites, and can either haunt or greatly help a hotel’s occupancy rate.
Guests also take amenities very seriously. Whether a hotel has a gym or pool may affect a traveler’s decision of where to stay. Some people like afternoon tea, while others enjoy hiking tours or yoga classes offered by the hotel. Whatever the hotel decides, it must to offer a WOW experience to each guest to ensure a definite return and positive review. This blog was sparked by a great article about hotel trends.