What is customer service in the hospitality industry?
Before we get started, it's important to have your fundamentals in place. What exactly is customer service in the hospitality industry? It's the combination of services and actions hotel staff take to enhance the overall experience at your hotel.
It all leads up to having that personal touch that starts from the time a future guest makes a booking, to when they check in, the interactions they receive on social media, the ability of your staff members to be problem-solving, and spreads to all the different touchpoints throughout their journey with your brand.
What is the importance of customer satisfaction in hotels?
Customer satisfaction is fundamental because it's about meeting guest needs and surpassing customer expectations - ultimately leading to customer loyalty, retention, and repeat business. At the core of customer satisfaction is great customer service - it's as simple as that.
Hospitality businesses need to do what's possible to get positive customer feedback, because the more high-quality and positive reviews your facility has, the more likely you are to attract new customers through word-of-mouth, and retain loyal customers through activities like loyalty programs.
What is good customer service in hotel industry?
The importance of customer service comes down to the whole hotel experience. It's about the in-room experience, which can be supported by smart devices like digital apps, AI, IoT, and smart room controls. One way to improve the in-room experience is by using virtual concierge software. It helps enact service requests faster and answers frequently asked questions via chatbot, without tying up your front desk team.
Good customer service is about understanding what your guest journey looks like, mapping it out, and ensuring that throughout the different stages, you provide a positive guest experience. The more you can anticipate guest needs, the more you can surprise them - and keep them loyal.
5 tips to provide excellent customer service to your guest in the hotel industry
Let's look at some tips for customer service excellence.
1. Customer service training
Customer service training is one of the first places your hotel should start when it comes to providing excellent service. The better your staff is trained on different protocols - including crisis management and guest service best practices - the more confident and capable they'll be when it comes time to face guests. Hospitality management should begin with training, and the rest will follow.
2. The in-room experience speaks wonders
The in-room experience includes many factors. It's about the comfort of the bedding, pillows and duvet cover. It's about making sure that when guests request food or other services, your staff is available to respond quickly. Virtual assistants can ensure these service requests are fulfilled as fast as possible.
The more comfortable guests are in their rooms - with technology like smart controls, voice assistants and digital amenities - the more the overall hotel experience is enhanced. One key feature to consider is the digital hotel key, which simplifies access and adds a tech-forward touch.
3. Treat them like you would want to be treated
There's a famous saying: "treat others the way you want to be treated." This is especially true in hospitality. Practice the same patience and kindness you would show to a friend or family member. Offer insider tips on local attractions, refer to guests by name, and always maintain professionalism. A personal touch can go a long way.
4. Personalize as much as possible
Excellent customer service starts with knowing who your guest is. Whether they're a leisure traveler, a business guest, or a digital nomad, each will have unique needs. Treat them as individuals, and personalize your attention accordingly.
Imagine in your guest profile you've noted an anniversary celebration, a request for a desk in-room, or a preference for early check-in. Whether it's offering champagne and rose petals, suggesting coworking spaces, or ensuring a fast check-in via kiosk, personalization makes all the difference.
5. Don't underestimate the power of a warm welcome
Your staff are the face of your operation. That first moment when a guest arrives - being greeted by name, offered a welcome drink, and asked how their journey was - shapes the entire guest experience. A warm welcome is simple, but incredibly effective.
Best examples of customer care in hotels
Customer care in hotels starts well before arrival. Sending pre-arrival emails with all the key information sets expectations and removes stress. Offering a smooth, hassle-free check-in and check-out process - through self-service kiosks or mobile check-in - shows guests that you value their time.
Using integrated systems also demonstrates care. It shows that your hotel is not only tech-centric but truly focused on convenience. It also helps you support multilingual guests through chatbot solutions that remove language barriers without needing a multilingual team.
How to improve hotel customer service with Mews
Mews provides the tools you need to improve hotel customer service. With all solutions integrated under one cloud-based platform, your front desk and hotel staff can streamline processes in real time - allowing them to focus on delivering exceptional guest experiences.
From streamlined payments and frictionless reservations to automating day-to-day tasks, Mews helps you create more space for meaningful human interactions - the kind that guests remember.
Conclusion
We've looked at what it takes to ensure guest satisfaction through excellent customer service. By personalizing experiences and using technology to reduce friction, you can build guest loyalty and drive positive reviews.
The more positive experiences a guest has with your brand, the more likely they are to return. And at the heart of it all? Great customer service - because in the end, the human touch is what good hospitality is all about.
Download our guide "Understanding the modern guest"
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