The competition in the hospitality sector is getting tougher than before and the only thing which can provide you a competitive advantage is ‘standard of your service’. For the improvement of your ‘customer service,’ you must know the smart usage of latest technology.
If we compare the five-year old stats with that of today, there will be noticed a dramatic advancement in hospitality sector the credit of which goes to ever-increasing technology-based innovations.
Earlier, people used to avoid long journeys only because there were a few resting-points on the way; whereas now the number and standard of hotels have improved largely which is the reason that traveling has become a glamorous luxury. Today, people can make frequent stays on their favorite spots during touring and can purchase a homely comfort in A-class hotels.
As a result of which the competition in the sector has been boosted which is the reason that every hotelier tries to incorporate the latest digital sockets and content feeds into guest rooms and implements global yield management systems and competes to offer the luxurious in-room services along with the easier checkouts. Here it would be no wrong to stay that the innovation and progress of this sector owe to growing competition in the market.
Let’s see how the hospitality sector can further improve its customer service standard.
More Focus towards Customer-Driven Service
Although, hospitality is not the only sector where a more customer-centric approach is being used, but this is where it is being practiced more than any other domain. A customer-driven service binds hoteliers to keep their clients above money or anything else and this is perhaps the best strategy to inculcate loyalty, generate a positive word-of-mouth and a good reputation in the market.
Customers have become demanding than before now they want more than just ‘please’ and ‘thank you’ words from customer service representatives. To satisfy customers’ needs, hoteliers have to go an extra-mile in raising the standard of their service that starts from booking of the rooms to the checkout stage.
Incorporation of Technology
To make their service more automated and fast, hotels and restaurants are also trying to take the edge of latest technological innovations. For instance, to make the bookings easier, faster and convenient, most of the hotels are creating responsive websites with live chat service incorporated on them. Using this technology, hotels can make their CSRs more active to ease the online booking, where the customers can just start chat and request to reserve a room. Even, talking to real persons on a hotel’s website, makes it easier for clients to get their all issues and concerned resolved beforehand. Thus, allowing customers to make booking while sitting at their homes hotels can take their service to the next level.
A perfect hotel service not only allows an easy booking but also offers a convenient cancellation process.
Round the Clock Availability
Gone are the days when businesses used to provide time-bound service during a day i.e. from 9:00 am to 11:00 Pm or any other timing in between. Now, the focus is on the provision of round the clock service as it is the best way to facilitate your customers so that they could come to your CSRs anytime they want to. For the hospitality sector, the importance of providing 24/7 service even increases more because customers can make a booking or cancellation anytime they want to. If even the bookings are closed, the CSRs can tell the alternative ways and options to their customers so that they could get back to them in future.
Immediate Complaint Resolution
The hospitality sector is perhaps more likely to receive complaints than any other industry because here the customers directly experience the standard of your service. If resolved immediately and accurately, these complaints can bring positive outcomes, in case of positive word-of-mouth about your restaurants. The best way to resolve customers’ complaints is to engage them in one-on-one chat conversation and provide them on-the-spot, real-time and personalized responses.
This is how by taking the edge of latest technology, hotels can restaurants can create a differentiating element in the standard of their service.