The role of customer service in the hospitality industry
The mission of the customer service department is to be available and present for guests before, during and after their stay. Whether it’s by providing information, advice or helping guests feel comfortable and confident, the role of your customer service department is to provide a positive experience to your guests. In doing so, they will be able to associate excellent customer service with your property and become loyal clients.
What is considered excellent customer service?
Offering excellent customer service requires constant work and effort from your employees. They need to be involved, respectful, available and more importantly attentive to your guests.
Moreover, empathy is key to not only solve problems but actually understand them. In fact, you want to understand your guests’ needs and impressions to find an ideal solution.
An excellent customer service is able to quickly adapt to any situation, and has an extensive knowledge of its guests and their needs. Your clients need to feel heard and understood. They will appreciate the fact that your employees understand their situation and emotions and that the service they are offered is catered to their own specific needs. They will therefore be more likely to stay loyal to your hotel.
How to offer better customer service?
In order to improve your customer service, it is essential that you adapt to potential changes in your guests’ behaviour and new trends in the hospitality industry. You can use your property management software (PMS) to obtain clear and precise information about your guests and their previous stays.
In addition, try to regularly find out how your guests feel by checking the answers to your satisfaction survey, your online customer reviews or by talking to them at the hotel reception. This will help you to collect more information about how their stay went, what they particularly enjoyed or disliked. This can help you uncover which aspects you should improve on.
You can also educate your employees on the importance of providing excellent service and being welcoming for your customers through training. These trainings will allow them to better understand their role, encourage them to improve the service they provide and make them aware of the potential impact their behaviour can have on the image of your property.
Providing responsive, efficient and quality customer service has become a necessity for properties. Indeed, an excellent customer service will improve the relationship between your guests and your establishment. Also, satisfied guests are more likely to come back and be loyal to your hotel, as they will become true brand ambassadors.
Therefore, the customer service of a property plays an important role in its development strategy since it allows the improvement of its reputation and help to distinguish itself from its competition.
Nowaday, guests’ consumption habits have evolved, they are looking for more emotions, interactions and sharing. Thereby, a positive customer experience isn’t only compose of basic services such as comfort or cleanliness but by all the contact and interaction points between your establishment and your customers, throughout its customer journey. As for example, the ease of booking, the staff availability, the welcome’s quality, the speed of check-in, the bedding’s quality and the degree of personalization offered are part of the customer experience.
But what is the goal of a unique customer experience? To offer an innovative experience that makes life easier for your customers and increases their satisfaction. In addition, this memorable experience could be a real advantage for you and a true loyalty sign. Since a traveler would be willing to pay 5 times more than the initial price in order to have a better customers experience, it becomes essential to understand what your customer are going through and to adapt all of your strategies and actions. The typical customer journey should be as simple and smooth as possible if you want to have satisfied and loyal customers.
1- Personalized marketing
Current travelers’ expectations have evolved, each of them is unique and has different expectations from the others. Creating interactions with them will help you to identify their preferences and to create more personalized contents. Talking in a more personalized way with your customers will make them feel unique and not just one among many others. Moreover, personalized marketing favors a more personal discussion with your guests and allows to gather a multitude of information. The personalized marketing’s goal is to create interest among your customers and to maintain a strong relationship with them. Thereby, 3 out of 5 customers say that personalized experiences based on their purchases and preferences would increase their loyalty towards a property.
2- Online check-in
Considered to be a very popular technology, online check-in allows travelers to use a mobile device or a laptop to complete their check-in process before arriving at the hotel. It also enable them to validate their personal information and their payment guarantee remotely. All they have to do is to go to the property’s check-in kiosk in order to collect their room key, or to follow a special “express check-in” line in the event that the establishment wouldn’t have any check-in kiosks. The two main advantages of having this technology is to make customers fully autonomous and to reduce the waiting time at the reception. Thus, your employees will have more time to discuss more personally with your customers and help them if necessary.
3- Artificial intelligence
Artificial intelligence is made of several techniques that allow machines to imitate a real form of intelligence. Within properties, tools have been developed thanks to artificial intelligence and voice recognition. For example, chatbots which are available H24 and help to improve the customer experience by quickly answer to users’ questions. This technology can answer in less than one minute when there are no employees available. We can also take the example of smart rooms, which allow guests to control some aspects of their own room through voice recognition such as light, television or air conditioning. Moreover, artificial intelligence is used for data analysis such as customer reviews and surveys. As a hotelier, using this technology is very helpful for taking the best decision and optimizing your performance and income.
4- Virtual reality
Virtual reality allows you to immerse an individual in a fully artificial world created digitally, by using headset, a mobile application, a video game or even a virtual reality simulator. It is an excellent idea for a property because it offers the possibility of living a unique virtual experience before making a reservation such as a visit of their future travel destination, their room, the establishment’s infrastructure and activities available.
5- Augmented reality
Reflecting a virtual interface in 2D or 3D, augmented reality works via a terminal that screens the real world while adding virtual objects, animations and sounds. It allows the user to view it thanks to a mobile device. As an example, your guests will be able to point your restaurant or spa and see the online reviews of your previous guests or they will also be able to take a tour of your establishment and learn more about the activities offered.
6- Robots
The purpose of using robots isn’t to replace the daily work of your employees. Representing another form of innovative technology, robots are able to perform some daily tasks, giving more availability for your employees to interact more personally with your guests and also to optimize your establishment’s performance. In addition, some robots with advanced features can occupy the role of a concierge, a porter, a receptionist or even a housekeeper.
As a hotelier, using new technologies is a great way to revolutionize your customer experience. The hospitality industry is highly competitive and constantly evolving, the main goal is to offer a unique, personalized and enriching experience that will satisfy your guests and retain them. Moreover, a satisfied customer will not hesitate to leave a positive online review, to subscribe to your newsletter, to follow you on social media, to use the word of mouth in order to spread a good message about your establishment but more importantly to comeback and stay at your place!
Quality of sleep is strongly correlated with the bed and its components. Ensure that all the pillows and sheets are clean, comfortable and of high quality. The mattress is also a crucial component. Your clients expect your mattress to be as comfortable as the one they have at home, if not better. If your mattress exceeds their expectations, they will enjoy their night and remember the wonderful sleep that they had at your hotel. Additionally, do not forget to flip the mattresses over when the time comes, in order to extend the mattresses’ lifespan and improve your guests’ comfort. Do not try to save money on beds because if your clients do not get a good night’s sleep, they will be irritated and more likely to leave negative online reviews and thus not stay with you again. It is therefore important to invest in quality components when it comes to beds.
In order to avoid having to change your mattress often, pick the ones that have a 10-year guarantee. You will save a significant amount of money.
The bedroom
In addition to the beds, make sure that the bedroom allows a good night’s sleep. Peace and temperature are two aspects that could make or break your client’s night. If you are aware that some of your room can be noisy, consider offering ear plugs or white noise machines upon request. However do not offer these complimentary solutions upon the client’s arrival, as this could cause them to be more aware of disturbances or pick up on some noise that they could have perhaps ignored otherwise. The light peeking through the blinds in the morning could also wake up some light sleepers. Make sure your blinds are as dark and as thick as possible and that the alarm clock’s light is not too bright.
Everything else
Obviously, you cannot control everything. Some external elements can cause your clients to have an agitated or unpleasant night, such as stress, jet lag or simply breaking their routine. To compensate for such elements out of your control, offer complimentary coffer in their room or at the front desk. You could also offer essential oils to breathe or to bathe with to promote relaxation. Additionally, you could replace the classic chocolate on their pillow with a soothing cream which they can apply on their neck to improve their sleep.
Do not forget that nothing is better than a restful night. Your client’s satisfaction is very much based on the quality of their sleep. Those who sleep like babies will be much more likely to come back and leave positive reviews online.
Have you ever felt your client’s displeasure during their stay? If you let a client leave your hotel on a bad note, you give them the opportunity to pour their heart out online, which certainly cannot have a beneficial impact on your hotel’s image. The best way to avoid negative reviews is to detect unhappy clients during their stay and immediately act in order to change their mind. Human contact can significantly help to boost your clients’ satisfaction. You therefore need to keep this human contact throughout your client’s stay: not only upon their arrival but also whenever they interact with your staff, whether it be with the housekeeping or the restaurant staff. Each interaction your client has should improve their overall satisfaction. It is crucial to motivate your staff to be proactive. Whenever a client points out a problem, discuss it with them while being open-minded and try to find an optimal solution. This could potentially save any situation and may even result in the client posting a positive review, if the situation was handled correctly and the issue was resolved.
Obviously, not every single client will leave your hotel on cloud nine. However you should have a rough idea of how satisfied each one of your client is when they leave your hotel, and be certain that you had tried everything within your power to resolve any discontent they may have had before they check out. You can also try and mitigate discontent after their stay in order to avoid negative reviews online. While thanking your client for staying with you, you can encourage them to write to you directly in order to communicate any comments or remarks they may have, and to fill out a satisfaction survey. Thus, they will be able to communicate with you their feelings and feedback without hurting your hotel’s image. Additionally, you will gain insight as to why they are not fully satisfied, and you will be able to lead some remedial actions to boost your future clients’ satisfaction.
Increase positive reviews
We wish to avoid for negative reviews to be available publicly, but that is the opposite for positive reviews. There are multiples ways to encourage satisfied clients to post positive reviews online. Therefore, if a client shares positive comments with you by e-mail or over the phone, remind them that they have the opportunity to share these online, via social media or OTAs. Also, if you can spot a satisfied client about to check out, you should ask them in person to post an online review. It has been proved that 70% of people asked to leave a review online end up doing so, so take advantage of that! You can also share positive reviews on your website or through various communications in order to build your standing and boost your bookings.
Answer all reviews
Whether you want it or not, you will certainly receive good and bad reviews. However you must answer every single one of them. You should of course thank those who left positive reviews, but it is even more important that you answer negative reviews. This allows you to start the conversation and show your unhappy client and potential clients who will browse through these reviews that you care about your clientele and that you wish to provide the best possible service. You will hence avoid or at least mitigate the effect of negative reviews on your hotel’s image.
In order to answer negative reviews appropriately, make sure to be calm, polite and understanding. It is important for you to answer quickly to avoid many potential clients seeing negative reviews unanswered. Do not be defensive, apologize for the inconvenience your client experienced and describe which remedial actions you will undertake to make sure this issue never happens again. This will let the client who left this negative review know that you care and take into consideration their feedback. The other potential clients who will browse through these reviews will be reassured to know real and remedial actions will have been taken as a result of these negative comments. You should also thank the client for their comment and feedback, and ask them to contact you directly by e-mail so that you can then offer them a compensation.
You now know everything about online reviews. All you need to do is to carry out the advice given above to avoid negative reviews, get more positive reviews and answer all reviews appropriately.
At this point, your hotel PMS (property management system) comes into play to ensure your customer service is as efficient, consistent and fast as it needs to be. A hotel PMS is an integral part of guest satisfaction. A hotel PMS serves as the heart of your hotel’s systems and helps you coordinate many departments at the same time. Also, a hotel PMS plays a role in each interaction with your guest.
Guest satisfaction starts with booking through your connected hotel PMS.
Whether it’s online or by phone, the booking process needs to be efficient.
A hotel PMS can help you with phone and online bookings. Online booking will be easier if your prices are clearly listed and you offer real-time availability. With centralized data and yield management, a hotel PMS can manage and automate this process so that you don’t need to manually adjust your bookings, which makes your life easier and your guests’ too.
And, speaking of keeping this easy, don’t forget that a hotel PMS lets you maintain a simple and efficient process. Doing so is important because, for your guests, time is of the essence. Forget about availability requests and websites like Booking.com or Expedia (or any other OTA for that matter) that could offer a competitive price. Your hotel PMS makes sure you offer guests the best price directly on your website.
Your hotel PMS is just as useful for phone bookings. With a tool on hand that knows your prices and your availability, you can complete a reservation in seconds. With all the information about packages at your fingertips, booking is quick and easy and the guest experience takes flight. With the first step completed, all you have left to do is impress guests when they arrive. Your tasks are made easy with a hotel PMS!
Guest check-in: a key guest satisfaction moment
Once the booking is made online or by phone, remember that guests’ expectations will begin as soon as they cross the threshold, especially if the process has gone well so far. The hotel PMS is there to optimize your check-in process to help you impress guests and exceed their expectations as soon as they arrive.
By choosing a system that links all your hotel’s departments, you’ll find bookings and payment receipts more efficiently, and you’ll even be able to see if your guest’s room is ready or waiting for verification in real time. At the same time, you can welcome your guest and give them their key. You’ll avoid confusion, long waiting lines, slow systems and inconsistent processes.
Even if your hotel is full, guests will feel you’re focused only on serving them, which is the key to guest satisfaction.
A simple tool. An essential skill
Since you work in the hospitality field and have likely travelled a fair bit, you know speed is of the essence when it comes time to get your keys or fix a problem at a hotel. Factoring in jet lag, long days spent exploring, flights and traffic, your guests are looking for efficient service and a warm welcome.
For instance, business travellers don’t have time to waste. Being quite used to hotels, they’ll instantly see if your team’s skills don’t pass muster. Hotel PMStraining is a crucial element for successful customer service.
A hotel PMS is a powerful tool that links all hotel management systems and modules into a single comprehensive solution and comes with its complications. Don’t be intimidated by the system. It’s fairly simple to use when you know what to expect.
Donc, pour garantir une expérience client impeccable, il est important d’offrir au personnel la formation nécessaire pour qu’il sache se servir du logiciel. Vous faciliterez ainsi son travail, mais aussi sa rapidité d’exécution et de résolution de problème. Grâce à l’interface intuitive et aux fonctionnalités avancées, votre équipe sera en mesure de répondre de façon optimale aux besoins de vos clients et d’assurer leur satisfaction.
It’s important to offer your team the required training so that they can use the software without any problems and offer impeccable guest experience. In this way, you’ll make their work simpler to accomplish and also improve task execution and problem solving overall. With its user-friendly interface and advanced functions, your hotel PMS will help your team provide answers that ensure your guests’ satisfaction.
Finally, a hotel PMS is vital in every department
For your hotel PMS to work optimally and guarantee the consistent guest service you want to deliver, it must work in tandem with all your hotel’s departments from the restaurant to housekeeping.
With your housekeeping team indicating room statuses in real time in your hotel PMS, your reception team will work with up-to-date information regarding room availability to further improve the efficiency of the check-in process for your guests. The housekeeping staff can also add notes regarding lost items, thereby facilitating their management.
The reception team will be able to manage bookings that include packages better with the hotel PMS helping them coordinate various activities. On top of helping with all booking and check-in and check-out tasks, the hotel PMS can also support your teams and ensure that your guests have nothing short of an unforgettable stay.
For its part, the restaurant team can more easily predict the expected number of patrons for breakfast or dinner. This kind of details can help ensure you provide excellent service throughout the guest experience.
Finally, hotel management staff can make the most of a hotel PMS to evaluate the overall performance of their hotel. With only a few clicks, they can access activity reports, occupancy rate, REVPAC, REVPAR and much more. These analytical tools compile information from multiple data sources updated daily in your hotel PMS and will help management staff implement strategies and plan for the future in a more informed way.
To conclude, this technology makes customer service as efficient and straightforward as possible. With a hotel PMS in your establishment, you can leverage the power of automation and set up consistent processes between your hotel’s various departments. Your work will be that much easier, and you’ll offer guests an unforgettable experience. To learn more about using a hotel PMS to ensure guest satisfaction, contact our experts today!
Improved hotel management derives from the automation of multiple tasks, which results in time and money savings as well as in overall satisfaction (for both guests and staff). More particularly, self-serve electronic check-in and check-out kiosks are now available, which allow for greater guest autonomy and user-paced service. The kiosks can deliver room keys, pre-authorize payments and communicate hotel regulations.
There are many advantages to using the kiosks, including fast and efficient service when it comes to booking and booking management at any time day or night. Employees have more time to spend interacting with guests and can, therefore, offer more comprehensive customer service. The use of a PMS system such as Hotello should be seen as a productive complement to customer service. Receptionists can work side-by-side with the check-in terminals.
Customer service and efficiency
Regarding customer service, a good PMS system’s efficiency comes down to one significant keyword: speed. Your system must be time efficient to avoid queues at check-in and when it comes time to pay at check-out. The same rule applies where the booking form is concerned; it must be easy to understand and allow for active data entry. The speed of the service offered through the PMS system will determine guests’ degree of satisfaction. A good PMS system must be user-friendly, scalable, automated, encrypted and available on the cloud as well as provide adequate technical support. These attributes are the main qualities you should look for in a good PMS!
Customer service through integration
Your PMS system may be your hotel’s focal point, but for it to be as efficient as possible, it must integrate seamlessly with other systems. The kind of integration required allows for fluid communication between multiple systems and provides optimal and comprehensive customer service. For example, a PMS system must integrate with the in-room guest management system, the connected key system that makes late check-in possible by sending guests a code by email or text before they arrive.
To have access to these features and offer them to guests, integration between the PMS and other systems is essential. Automation lies at the heart of this integration. When you acquire a good PMS system, keep in mind that it is always possible to improve customer service further by making judicious and broad use of the PMS’s features.
6 étapes pour augmenter la satisfaction de vos clients
Measure
Getting feedback from your guests about their stay is the best way to gauge their level of satisfaction. Some satisfaction survey platforms even make it possible for you to assign values to answer choices to obtain a final score at the end of the survey. In this way, you can collect quantified data to determine the rate and scope of guest satisfaction. Moreover, some surveys can redirect satisfied customers to online review platforms. The more your guests are satisfied, the more likely they are to share their positive experience online, and the more they will trigger word of mouth and convert new guests. A well-designed survey even lets you target areas where your guests’ were less satisfied during their stay at your hotel so that you can implement targeted actions. It’s also important to identify the guests who aren’t satisfied with their stay in your PMS software’s guest profile. Doing so prevents your staff from repeating a bad experience if the guest makes a return stay. When your staff sees the note in the guest profile, they’ll pay special attention to this guest. You can also add a note in your PMS when a guest is happy with their stay. On future visits, your staff can then maintain the quality standards to which this guest is accustomed.
Make targeted efforts
When you assess the results of your satisfaction survey, you may notice that your guests are dissatisfied because your hotel is simply not suited to their market segment. Depending on your location and the services your hotel offers, it’s essential to evaluate which market segment(s) your establishment falls into to target your communications better. If your establishment is more couple oriented, advertise this on your website and in your marketing strategy. This way, you’ll avoid having a business traveller book with you and be disappointed with their stay. Once again, your PMS software can be of great help if it offers guests the option to complete their guest profile before they arrive at your hotel. This profile will often provide information regarding guest type and reason for stay. With this data in hand, you can cater to a specific clientele with which you excel or to a clientele you don’t often see but want to develop.
Pay attention
Once you’ve tagged the market segment(s) you want to target, you must pay attention to preferences for the segment(s) so that you can exceed expectations and ensure stays at your establishment are a memorable experience. Use creativity to find ways to increase customer satisfaction. For example, if you’re targeting families, why not put lollipops on the bed to please both kids and parents? You could even program the children’s channel on the television so that the family doesn’t have to search for it. Also, when parents check in, don’t forget to mention the pool’s opening hours and other family activities that you offer. These simple little touches could make a big difference in parent satisfaction and lead to positive reviews. If you’re targeting business travellers, forget about the suggestions mentioned for families. For the business traveller segment, provide the guest with the Wi-Fi password as soon as they arrive and focus on delivering a quick and efficient check-in and check-out process. You must keep on top of trends that affect your target segment(s) and establishment type, otherwise, you’ll soon be overwhelmed. Recent trends include paddleboards for waterfront facilities and robots in urban hotels.
Be effective
Guests in all market segments have one thing in common: they hate waiting. To maintain guest satisfaction, make sure wait times during their stay are as short as possible. To make arrivals and departures more efficient, consider investing in check-in and check-out kiosks to increase guest satisfaction. Often, even without such kiosks, having a fast and efficient property management system (PMS) is enough to satisfy most guests. However, while it’s always a good idea to use effective tools, you must also know how to use them. Nothing beats proper training when it comes to increasing your staff’s efficiency. Efficiency also depends on how quickly you respond to your guests’ requests. If a guest calls the front desk for a towel, it’s because they need it right away, not in an hour. Try to meet your guests’ requests as quickly as possible, and you’ll see a positive impact on their level of satisfaction. To this end, make sure you have the appropriate number of staff on hand for each shift. To help you plan staff needs, you can rely on your PMS’s various reports.
Personalize
Another way to increase guest satisfaction is to personalize guests’ stays. Keep in mind that, every time a guest interacts with a member of your hotel staff, guests provide valuable information. Your staff can record guest comments in your PMS, and you can leverage this information later on to personalize the guest’s stay. For example, if a woman calls to book a stay and mentions to the receptionist that the stay is to mark her 25th wedding anniversary, the receptionist can note this detail in the guest profile. When this woman checks in, the receptionist on duty will see the note and wish her and her spouse a happy anniversary. Not only will the couple be pleased you took the time to highlight this important event in their lives, you can also increase the satisfaction of these lovebirds by offering them a free bottle of wine in their room. These personal touches can be simple or more elaborate. Simply calling a guest by their name is a detail that is sure to please, especially if they are regular guests. Decidedly, these little details can have a positive impact on guest satisfaction. You may also want to consider equipping your televisions with a tool that welcomes guests by name. Keep in mind that it’s also possible for the guest to customize their own experience. Indeed, several in-room customization options exist that allow guests to modify some options directly. For example, they can select the colour of the mood lighting or create a list of favourite channels on the entertainment system. Finally, consider offering guests the opportunity to create their own custom package. Whether they’re booking by phone or via a booking engine, guests will be delighted to create a personalized package tailored to their needs, which will naturally have a positive impact on their satisfaction level by extension.
Innovate
To further increase guest satisfaction, you must innovate. Always be on the lookout for new ways of doing things. If you’re lucky enough to have a recurring clientele, consider introducing a loyalty program. Try to find ways to renew your offering by adding fresh activities or features, such as a new spa treatment, a new dish on your menu or a new décor. Make the most of all the opportunities open to you! Also, remember that a new service or feature is a great pretext for communicating with previous guests, especially by email, to invite them to come back and discover what’s new. These innovations will make your offering unique, thereby setting you apart from the competition.
L’objectif du service à la clientèle est d’offrir une expérience positive à vos clients afin qu’ils puissent l’associer à votre établissement. Quand un client se tourne vers vous pour un achat, comment réagissez-vous? Vous contentez-vous de lui donner le prix de ce qu’il recherche? Lui posez-vous plutôt les bonnes questions pour cerner tous ses besoins? Lui exposez-vous les principales raisons justifiant qu’il fasse affaire avec vous plutôt qu’avec un concurrent? En nouant le dialogue avec votre client – et ce, dès le premier appel – vous vous donnez l’avantage de savoir ce dont il a besoin, pour ensuite être en mesure de lui donner entière satisfaction.
2. Montrez de l’empressement
Quand un client se présente à votre réception pour prendre possession d’équipement ou pour s’enregistrer, lui donnez-vous simplement les clés de sa chambre ou lui posez-vous des questions sur ses attentes? Une fois que votre client a reçu ce qu’il voulait, vous enquérez-vous de son expérience? Montrez de l’empressement à l’endroit de vos clients : ils vous seront reconnaissants d’avoir pris le temps de vous informer de leur expérience, et vous saurez ce que vous pourrez améliorer la prochaine fois.
3. Écoutez le client
L’un des points sur lesquels nous insistons le plus, c’est d’écouter le client peu importe son état et surtout faire preuve d’empathie. Vous seriez surpris de la vitesse avec laquelle une bonne écoute peut désamorcer une situation problématique. En tenant compte des préoccupations de votre client, trouvez une solution qui satisfait toutes les parties. Nous ne disons pas que le client a TOUJOURS raison, mais en comprenant son point de vue, vous êtes plus à même de trouver la solution qui lui convient.
4. Trouvez une solution qui satisfait toutes les parties
Les solutions peuvent prendre différentes formes ; il ne s’agit pas uniquement d’offrir des produits ou des services gratuits. Une solution peut être bien simple : il suffit parfois d’accéder à la demande d’un client dès le premier appel ou de lui envoyer en temps voulu un technicien à l’apparence soignée et à l’attitude respectueuse. Si vous tenez les promesses de votre entreprise, vos clients n’auront que du bien à dire de vous!
5. Ne perdez pas vos clients de vue
La fin de la transaction avec votre client ne sonne pas forcément le glas de votre relation. N’hésitez pas à communiquer avec votre client par la suite et à vous informer de son expérience. Si vous ne voulez pas l’appeler, vous pouvez lui envoyer un bref sondage de suivi par courriel. De cette façon, non seulement préparez-vous le terrain pour votre prochaine interaction, mais vous vous assurez aussi que la transaction qui vient d’être effectuée s’est bien déroulée.
6. N’oubliez pas vos résultats
Assurez-vous de fournir un service à la clientèle cohérent, ne serait-ce que pour améliorer vos résultats. Mieux vous traitez vos clients, mieux ils vous traiteront. Si vous offrez un service à la clientèle irréprochable en toute situation, vos clients ne se tourneront pas vers des sites Web comme Trip Advisor ou Yelp ou ne proclameront pas leur insatisfaction sur les réseaux sociaux tels que Facebook, Twitter et Instagram. Bien au contraire, ils n’hésiteront pas à poster des avis en ligne et vous recommanderont à leurs collègues et à leurs amis. Au fil de ces bons mots, vos ventes croîtront chaque année.
Pour ancrer l’application de ces conseils dans vos habitudes, rien ne vaut l’entraînement. Votre personnel et vous pouvez donc vous exercer à mettre ces conseils en pratique chaque jour durant vos réunions habituelles. Discutez de chacun des conseils et de la signification qu’il revêt pour chaque membre du personnel, et mettez-vous au défi de les mettre en application. Quand leur mise en pratique deviendra plus naturelle, non seulement cela se reflétera sur votre équipe, mais son travail s’en trouvera facilité chaque jour. Vos employés y trouveront donc également leur compte!
1 – Establish a working culture of learning and development
The nature of the hospitality industry is that employees may see their job position as short term. Invest in developing these positions into long-term careers for employees. These opportunities can include advanced education or training programs focusing on customer service, best practices, management skills and cultural training, recommends Hospitality Magazine.
Le mentorat, le coaching, ainsi que les conférences et les ateliers sur l’hôtellerie peuvent notamment aider les employés à développer leurs compétences et à faire progresser leur carrière. Voyez les désirs et les besoins de vos employés comme une priorité absolue. En investissant dans leur carrière au moyen de l’apprentissage continue, ils investiront dans votre entreprise en retour. En effet, il est prouvé qu’un personnel heureux au travail engendrerait une hausse de la productivité, une meilleure conservation des employés, un environnement de travail plus harmonieux, une meilleure relation de confiance avec vos clients mais aussi avec vos employés
Providing mentorship, coaching, guest speakers, and sending employees to hospitality conferences or workshops can help them further develop their skill sets and advance their job into a career. Address the wants and needs of your employees as a top priority. Investing in the careers of your employees through ongoing learning opportunities will motivate them to invest in your company in return. Indeed, it’s proven that a happy staff would generate an increase in productivity, employees retention, a harmonious work environment, and a better trust relationship with your customers and employees.
2 – Recognize and reward staff for performance
In order to keep motivation high, acknowledge staff members for great performance. A sense of accomplishment can motivate employees to maintain good work ethics and strive to be better. Follow up on recognition and efforts by offering a training program opportunity. Opportunities for promotions can also create positive energy, improve staff-to-customer engagement and promote a driven, hard-working environment but do not forget that promotion is not the only criterion for employees happiness. For underperforming staff, take the time to address their weakness, value and potential. Listen and help them set realistic goals to improve their performance and make a greater impact on the company.
3 – Develop an environment of accountability
Support and a high level of accountability are the backbone of a successful work environment—but remember, it shouldn’t be forced compliance. Meeting team expectations can boost an employee’s motivation and drive to perform well, since their work affects others and poor work lets others down. Even freedom can create a sense of employee ownership. Allow employees to practice independent decision-making skills and offer solutions. Employees may thrive off the additional responsibility, which builds workplace confidence.
4 – Communicate the company’s vision
An engaged employee understands and is a part of the company’s vision, suggests Horizon Hospitality Associates, Inc. Involvement in the greater picture helps employees feel like they serve a purpose beyond just their everyday tasks and responsibilities. Let them know that they play a role in achieving overall business goals and that they contribute to successes.
Companies can communicate these messages through department meetings, one-on-one evaluations and even incentives with messages from management. For example, thank employees with a gift card or lunch outing while mentioning that their efforts impact a certain department goal or the company’s mission.
Your employee’s environment must enable their development and the recognition of their efforts, as well as being rewarding. This way you’ll be able to keep your staff happy and motivated, thus increasing their productivity and their efficacy.
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