Rethinking the Guest Experience

by | January 11, 2022

It’s said that the only constant in life is change, and in an industry like hospitality, it could not be more accurate. Especially over the past couple of years, hoteliers have had to adapt to many changes due to the pandemic. The industry has proven how flexible it must be to meet the expectations of guests. By reimagining what you offer guests in order to meet their needs and wants, you can give them a better experience and improve your reputation.

Addressing Guest Concerns

Guest concerns vary from individual to individual, but overall the main worries are centered around staying safe and healthy and reducing carbon footprints. These issues create challenges for hoteliers as they attempt to address them. Concerns about staying safe mainly stem from COVID and tensions are slowly dissolving as people become more and more comfortable with traveling. However, being clear about policies still affected by COVID will help you set guest expectations before they even enter the lobby. Addressing environmental and sustainability concerns can be a little trickier, but there are plenty of small steps you can take to make your guests’ stay greener. Check out this blog for more details.

Adapting to Changes

Hoteliers need to be quick to react or risk losing out on business. One area that requires responsiveness is when it comes to rebookings and cancellations. Having a flexible policy paints your hotel in a more positive light to guests. In addition to being proactive to guest desires, hoteliers also need to stay ahead of the curve when it comes to advances in the industry. One example of this is digitalization, which can provide multiple benefits for guests and staff. Back-of-house digitalization makes many processes smoother for guests while freeing up time for employees to focus on the guests in front of them.

Your Reputation is Your Greatest Asset

Your hotel could be the greatest in the world, but none of that matters if your reputation is in the tank. Your reputation is the most significant indicator of the guest experience and is all your guests have to go on before booking their stay with you. To a guest, your hotel’s reputation is one of the most important factors to consider in the booking process. If you don’t cultivate this reputation or focus on constantly improving the guest experience, your hotel will suffer.

The best way to protect your reputation is with a little help from the experts. Travel Media Group’s Reputation Management solution helps hotels earn more positive reviews and boost their ranking with post-stay emails. By prompting guests to leave their feedback privately, you can gain insights into what improvements need to be made. In addition, you can set strategic goals, monitor your performance with email and text alerts, and track your competitors through the TMG OneView® platform, exclusively with Travel Media Group. Learn more about our Reputation Management solution today.

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