For hotels, when striving to be better than their competitors, a major factor would be creating and maintaining guest loyalty. So when guests keep returning for repeat stays, or talk favorably about the hotel among their peers, they are expressing their satisfaction with a hotel’s services as well as their loyalty towards it. Creating a base of loyal guests is imperative for hotels, as they provide true value and sets apart your hotel based on the customer experience, thereby successfully turning guests into brand advocates. Guest satisfaction is imperative for creating and maintaining guest loyalty. Hotels always strive to offer attention to detail and VIP services to all their guests, but the use of a hotel service recovery software facilitates in taking guest loyalty and satisfaction to a whole new level.
The use of a hotel service recovery software facilitates in tracking and resolving guest complaints, lowering the compensation value as well as maintaining guest satisfaction and loyalty. Despite the best efforts of a hotel, service breakdown issues are sure to occur. These issues need to be managed in an effective manner that does not offend the guest or financially burden the hotel heavily. The use of a hotel service recovery software facilitates the hotel in capturing, investigating, tracking as well as resolving the service issues or complaints raised by a guest. These types of hotel service recovery software can also send dynamic alerts on the basis of guest name, VIP level, country, company name or guest category to the right staff. This type of a module provides the management with instant alerts as and when a guest incident is reported. As soon as the alert is received by the management, plans for damage control can be formulated, enabling the incident to be handled in real-time without any delays. The resulting scenario? You have got a mollified guest on your hand who realizes that service breakdowns may occur, but the hotel does not avoid responsibilities and provides solutions to an inconvenience.
The monetary compensations provided by the hotel can also be tracked through such a hotel service recovery software, ensuring financial resources are not misused. These types of modules can also generate regular reports that can be consolidated for identifying the major problem areas. For instance, if several guests faced a similar problem of delayed pickups from the airport, then the problem could probably be tracked down to a faulty taxi service or a particular driver, who might reach the airport on time but fails to reach the receiving lounge. Such issues can then be handled on a broader scale. For mollifying the guest, a hotel can then offer a free drop off to the airport, an upgrade to a more luxurious car, or provide passes to an event the guest might be interested in. In addition, hotels can also record the service breakdown issues on guest profiles, ensuring the information is available when the guest visits again or visits another property of the hotel chain. All in all, the installation of a hotel service recovery software is an investment worth making.