More than ever, the hotel industry is being forced to invest in the guest experience. But at the end of the day, what can you contribute to the guest journey at your property and what results will this bring?
This is what we will explain to you in this content!
Investing in guest experience is not just about providing a better stay for guests.
In fact, it can impact a number of factors, including increasing revenue, customer retention, and developing your brand.
It may not seem like it at first glance, but booking a hotel or guesthouse room is a very similar purchasing process to any other.
And the more “customer experience” gains ground in the market, the more the hotel industry sees the need for it.
And you, do you want to learn more about the topic? In this content we want to expand the discussion, showing you what it is and how to make the guest experience a differentiator for your business.
Here we go? Keep reading with us!
What is the guest experience?
Guest experience is the guest's perception of the services of your hotel. That is, the way in which all its contact points are worked on, as well as its physical space, the senses it can stimulate, as well as the emotions it evokes.
In the guest experience, all of this is related to the guest's own expectations during their stay.
A great guest experience ensures that all these moments are memorable.
In practice, guest experience involves conscious and subconscious factors of the guest's interaction process with your establishment.
Therefore, it starts long before check-in, impacting the entire hotel management .
In fact, it starts there in the process of vietnam whatsapp data esearching which potential guests will be staying at the place (or places) where you own your property.
Additionally, the modern guest experience doesn’t end at checkout, as you’ll use technology to connect, engage and nurture that guest with expert communication.
How important is guest experience to your business?
A good guest experience is important as it fosters the core values of hospitality. In other words, it has the potential to make guests happy! However, in practice, the benefits go far beyond what you might imagine.
The truth is that promoting a good experience for your consumer is good in all areas of the market. According to data from PwC , positive experiences strongly influence purchasing decisions.
In the hotel sector, for example, they have an impact in 74% of cases!
To give you an idea, according to research by the consulting firm Deloitte , the modern guest experience journey has 6 stages. They are:
Get to know me : Why do your guests stay at your property?
Interact with me : How to speed up and simplify the check-in process?
Delight Me : How to delight and surprise your guest?
Empower Me : What are the best recommendations your staff can make to guests to improve their experience?
Hear me out : How will your service recover from a failure or lost opportunity?
Get to Know Me (Again!) : How can you use guest insights to understand what they want and then build loyalty?
Do you notice how all stages are approached proactively?
Today's guest experience requires establishments to position themselves as a vector of happiness for their customers.
Naturally, this brings several benefits, such as a higher likelihood of the guest recommending the business, as well as greater chances of you increasing your revenue.
Nowadays, it is necessary to apply a 360º strategy, which covers the entire guest experience. The hotel or even the inn is not just a bed, but an environment of experiences.
That's why innovative (and often simple) actions can yield incredible results.
For example, did you know that, according to Deloitte, when your staff provide a high level of attention to guests and their needs, they are 29% more likely to share positive reviews online?
And that's just one of the benefits your business can reap!
In the hospitality industry, among customers who felt valued, 90% will advocate for the brand, 67% plan to increase their spending, and 87% plan to stay with the brand, according to Forrester’s Customer Experience (CX) Index .
What are the benefits of promoting a good guest experience?
Promoting a good guest experience at your property has many benefits. As a highlight, we mention its potential to maximize your revenue.
It's just that mapping and developing a good guest experience isn't just about how you engage them.