If you want to provide excellent customer service, you must offer Exceptional Hospitality. The difference between good hospitality and exceptional hospitality is that the latter is characterized by personal service and attention. The former involves the ability to understand the needs of your clients and deliver more value than the latter. The former, on the other hand, involves providing excellent customer service. So, you need to set your goals high and strive to exceed the expectations of your guests.
Exceptional customer service
There are a few common characteristics between exceptional hospitality and customer service. Despite their similarities, these two elements are not always synonymous. In fact, most companies fail to provide exceptional customer service. Great acts of customer service require a strong leadership, freedom to act, and a voice at the executive level. Fortunately, these traits are not hard to implement. Let's look at a few examples of great customer service.
First, the hospitality industry is highly competitive, so offering great customer service is a key differentiator. Studies have shown that good customer service leads to higher customer satisfaction levels and, therefore, more repeat business. A recent Accenture study found that poor service costs businesses $1.6 trillion each year. Second, exceptional service creates a loyal customer base. Third, great service satisfies customers, resulting in higher brand awareness.
Personalized service
One of the best ways to show guests that they are important is to offer them personalized service. This may be as simple as leaving a handwritten note in their room, learning your guests' names, and meeting special requests. Perhaps they have a favorite restaurant or room arrangement, and they would like this special touch included in their stay. Whatever it is, personalized service can help your business stand out. In this way, your guests will return to you for more.
Personalized service is essential to a great hotel experience. Even a small gesture can show that you take the time to listen to your guest and are genuinely interested in his or her experience. It can go a long way in making a guest feel comfortable and special. After all, you want them to remember their stay and return to your hotel in the future. Listed below are some simple ways to demonstrate that you are a leader in personalized service.
Empathy
A business that shows its customers that it cares about their needs and feelings can make a huge impact on sales conversions. Empathy statements, like "I understand what you're going through," can demonstrate that a business understands and validates the customer's experience. Often, these statements are used by salespeople to gain a deeper understanding of the customer's needs. In addition, this sensitivity to the customer's experience can enhance business performance metrics.
To be empathetic, you must have at least two people on the same side of a business relationship. Empathy means putting yourself in the other person's shoes. While many businesses want to be more human, others want to manipulate their customers to sell more products or services. Regardless of the reason, this is a crucial aspect of service. Empathy is the most valuable attribute in an employee. Empathy can be learned through hands-on experience.
Personalized attention
Personalized attention is one of the most important ingredients in delivering exceptional hospitality to guests. This type of service can take many forms, from simple gestures like asking guests about their stay to recommending fun activities. Personalized attention also includes leveraging employees to build meaningful relationships. The goal of your team is to influence a guest's decision to stay at your hotel from online selection, consideration, conversion, and advocacy.