In the hospitality industry, service is always at the top of the priority list. Making sure the guest experience is top notch is at the forefront of profitability and occupancy, and is only growing in importance as guests expectations grow. These seemingly simple but impactful ways to make a hotel stand out are great ways to boost satisfaction scores and overall morale!

1. Start off friendly 

First impressions are the most important in hospitality. Start off the guest journey with a smile and stellar service—it’ll get their trip off on the right foot. Plus, research shows that smiling can make a huge difference. It’s proven that guests are more satisfied when they receive service from smiling workers versus neutral workers. Little effort, big payoff!

2. Go above and beyond

Whether it’s business or leisure, travelers want to be comfortable at the location they’ll be staying the night. Going the extra mile can make their trip memorable, and might even cause them to tell a friend to stay at the same place too. Like Embassy Suites General Manager, Victor Hernandez, said to us in an interview, “as long as they’re happy, we’re happy.”

From leaving a welcome note to decorating the room for a honeymoon, little extra details can lead to fantastic reviews and return bookings.

3. Communicate throughout 

The guest journey begins even before check-in when a traveler books their stay, and extends beyond check-out when feedback surveys are sent. Make sure guests are engaged and have open lines of communication with hotel teams through digital messaging, mid-stay check-ins, and information on hotel websites.

Responding quickly to guest messages, whether it’s through hotel texting, calling, or emailing, is also increasingly important—as of 2022, nearly 30% of customers expect a response to their query within an hour.

4. Invest in guest messaging

Implementing hotel technologies is on the rise, and a proven way to improve satisfaction scores is through digital messaging in hospitality. Texting for hotels allows guests to communicate directly with front desk teams, request additional amenities, and report any issues before they make their way to TripAdvisor. 

With top hotel texting services, hotel teams can send welcome messages, respond to guest requests, and improve the overall guest experience across multiple digital messaging channels—all in one platform. Hotels that use guest messaging have shown on average a 15% increase in TripAdvisor scores!

5. Encourage feedback 

Both good and bad feedback is valuable, and guests want to give it. Not only does it allow a safe way for travelers to share their experience, but it also has an impact on future bookings—93% of consumers say reviews impact their purchases. 

Using technology like hospitality messaging can help avoid bad reviews and ensure guests leave happy. Explore digital concierge services like Kipsu today or schedule a conversation with one of our awesome team members!

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