8 Customer Service Tips for Hotel Owners

As a hotel owner, do you sometimes have problems with your customer service? Because if you are then let this help you. One of the first things to focus on is the way you treat your customer service staff who deal with the problems of the customers. As a hotel owner you need to know these tips that can help your customer service team to be better so that you wouldn’t have to worry about the reputation of the hotel.

1. Give them an outlet

If you want your customer service representative to always be in good working condition, you need to give them an outlet to release the pressure of dealing with the problems of the customer. An outlet can be free time in the gym on their day off or doing swimming or any creative and healthy way for them to release the negativity that they receive from customers.

2. Learn to be soft

Because your customer service representative would be dealing a lot of customer complaints and negativity, don’t be too hard on them when they make a mistake when you ask them for something. They might be tired dealing with all the customers and they are all human beings so they can only take so much negativity in a day. You need to be firm if you don’t feel they are performing or pulling their weight, but you must try to show compassion when necessary.

3. Train them to handle customers professionally

When it comes to dealing with customers you need to make sure that the customer service representative would be ready for the job. This would mean that no matter how mean or bad the customer is talking to them; they always remain calm and polite. This would also show amazing professionalism because they didn’t lose it in front of the customer and will reflect well on the company. This is a seriously important thing to consider when hiring a member of staff, but just because they already show great professionalism, this doesn’t mean you shouldn’t assist them with more training and advice.

4. Teach them about hygiene and cleanliness

When you are a customer service representative in a hotel, it is essential to look fresh and clean. This would mean that your hair is tidy, your mouth is clean and fresh, you don’t have any stains on your uniform and you smell exceptionally good so that the customer may complement you. People should be well groomed and not looking scruffy. This way you would look professional and give the best possibly impression of the hotel.

5. Feedback from customers and each other

If you want to know how about their performance, you can always ask for a feedback from the customer to check if they were being professional. Even the co-workers will do the same so that you would know the attitude from both the customer and the co-worker’s point of view. This way you would know how to deal with them professionally as the owner. You can them post these reviews online as a way of helping to receive more business. If you receive any negative feedback, make sure you respond to it and learn from the mistakes you’ve made in the past.

6. Freebies

Placing free food and drink in a guest’s room can be a great touch for making them feel welcome. Even if it’s just a bottle of water and a couple of biscuits, these little touches can stick in the memory and add a lot of long term value to your business.

7. Visibility

Always make sure your staff is available and visible at reception. You need to make sure there is always someone there to answer a customers complaint or inquiry. Often if a guest has a problem that is dealt with in a swift, polite manner, the problem is forgotten about. But if they have to wait around and can’t find anyone this can make a problem seem much worse than it actually is.

8. Tips

Share tips fairly among you staff. Owners that pocket the majority of tips or distribute them unfairly might think they’re gaining an advantage, but this is often offset by disgruntled employees. By being a fair boss you can make your customer service representatives want to work for you and provide great customer service.

With these tips, you as the owner of the hotel wouldn’t have to worry when it comes to your customer service because you would know how to deal with them on a certain occasion. This would also help you to be more active when it comes to your customer service. After all, they are still human and they too need their rest because dealing with customers who have a lot of problems can give them pressure and stress and can make them sickly. That is why with the tips you can bet that they would always be ready for work and be professional during working hours.

Five Tips for Marketing Your Hotel Online

Marketing can be a hard thing to do especially if you don’t know how to do it. But luckily the internet is full of guides of how to actually do stuff on the internet! This guide is one of those resources – we’ve written this to make help you in marketing your hotel on the internet. Here are 5 tips that you can apply and to help you when you are marketing online. This way as well your hotel can increase its exposure, improve conversions, and help you get more guests to the hotel from around the world.

1. Layout

The layout of your website or any popular social media account is very important because customers would want to make sure that they can easily navigate themselves on the website or social media. With good layout, customers would find it appealing because they aren’t being hassled to do searches because they can immediately have the information that they needed immediately. Make sure that you don’t over-complicate things or potential customers will be put off!

2. Music

Adding music can also be another way to market your hotel online because people find it easy to remember things when there is tune in it. This would even be more effective if the music is very catchy and short because if you make it long then they wouldn’t remember much about it.

3. Video

The video is also another way to market your hotel online. The video is, after all, a visual for people to really see what your hotel to offer and they can hear the sounds and the voices of other people. A video can also make the viewer feel like they are part of the experience which is good because they would want to visit your hotel after watching it. You can upload this to Youtube, Vimeo, embed it on your website and post it to your social media pages for maximum effect.

4. Celebrity Endorsement

Having a celebrity or someone famous take pictures of themselves and your hotel can also be another way for you to market your hotel online. The reason is, famous people immediately upload their pictures online and when their fans see it they would get curious and want to visit the hotel as well. If you see someone famous is visiting your hotel – make sure you deliver exceptional customer service, and ask permission to use their photo on your website.

5. Contact Information

Make sure that all of your contact information will be properly and correctly place in the advertisement so that if customers would want to call your hotel and inquire then they can easily do it. You should also add pictures and other information about the hotel so that when the customer would look at it they would get interested and they would visit your hotel. It might sound straight forward, but you should also double check to ensure all contact information is consistent. You’d be amazed how many website have outdated information in directories and on their Google Maps listing.

Conclusion

With these tips, you can improve your online marketing efforts and stop worrying about how to get more guests to your hotel. You don’t have to follow all of these tips, but hopefully they will give you some ideas and possibly reveal areas you’ve missed in your marketing strategy.

How you can Promote your Hotel with a Drone

Drones are those high-tech and high-design airplane type of gadget that you can place your camera in. This way it’s easy for you to capture images from the sky. They have been around for quite a while and they can capture footage from angles which were previously impossible for most amateur or professional photographers. That is why when you want to promote the image of your hotel, using a drone to assist your marketing is one of the best things you can do. You might be wondering why but here are reasons why drones are a great choice to promote your hotel.

Gives amazing views

Stunning Drone View of The Sun Cruise Resort hotel in Jeong Dong Jin, South Korea

Because the drone can fly around in the sky, it can capture amazing footage of the area of the hotel. This way every single area of the hotel can be captured, from the roof to the outside surroundings it can all be captured thanks to the drone. Future guests would be able to see the landscape of the hotel also the details of the hotel and the surroundings of the hotel. This is particularly useful if your hotel covers a large area which is hard to capture from the land.

Shows what the hotel offers

With the drone, it can fly around entertainment areas in the hotel and give a tour of the hotel so that your future guest would be able to see what the different forms of entertainment that you have to offer are. You would be able to see it in an aerial angle. Aerial angles are an amazing trend in doing a video to promote hotels and a lot of people enjoy watching it.

Easy visual for future guests

Your future guest would be able to see what you have to offer them in a video form. You see taking pictures is very different from taking video because with the help of the drone they would be able to see everything and hear everything in the hotel. This way the future guest would have an eager feeling to visit the hotel. People can be reluctant to book a hotel without trust in a hotel. Trust often comes from either a review or recommendation – but this is another way that you can ensure the customer has the trust in the hotel to make a booking.

Creative and new way of advertisement

Drones are used nowadays as a means to advertise hotels because they are able to capture the parts of the hotel in a more fun way. Unlike the usual way of taking videos, drones can provide you with a detailed or closer look at what the hotel has to offer in a fun, creative and new way. This can highlight your business which is one at the cutting edge of new technology which can be an appealing to those tech-savvy guests.

Conclusion

These are some of the main ways on how drones can help promote hotels. The future guest would be able to see everything that the hotel has to offer and a drone is one of the easiest, and most effective ways of providing this. If you feel that your hotel has fantastic features but you’re struggling to relay this to the online world – I’d say it’s definitely worth the investment. Some of the best camera drones are available for around just $500, so you might only need to entice one extra guest for it to be a positive return on investment.