Tips on improving customer satisfaction in the hospitality industry

We would all agree than happy current Customers spend more than new ones and a campaign to attract new
customers is more costly than retaining the existing ones. Customers today are less tolerant, more critical of what
they’re getting for their money, and increasingly more demanding in having their expectations met. Do you have

what ticks all the boxes to keep customers satisfied and coming back for more? There’s always room for
improvement and here are some tips on how you can improve customer satisfaction in the hospitality industry.

  1. An empowered team and a service culture
    Great customer service has to be built upon a strong foundation of the right leaders who are customer-service
    oriented and committed to establishing a service culture that is efficient and filters through the whole
    organisation. Management needs to continuously evaluate and refine policies and procedures to ensure
    customer satisfaction is prioritised. This should then be supported by implementing the right training for all levels
    of service staff. Staff should also be empowered to handle simple complaints without having to involve
    management at all times. Imagine if a customer approached the front desk staff with a minor billing issue and
    management had to be called in to solve the complaint. This results in frustration, delay and compromised
    operational efficiency. Management who empower staff with suitable responsibility and culpability to deal with
    customer issues will produce the optimum environment for timely customer service.
  2. Digital online presence
    Today, we live life in the fast lane; customers want information fast, hassle-free and literally at their finger tips
    through the internet. Having a digital online presence will give you the benefit of promoting your services to a
    wider market across the globe. Most established hotels have impressive and user-friendly websites making it
    easier for customers to compare and choose. A website that is able to provide helpful information from maps and
    points of interests, to comprehensive reviews of good restaurants, city tour packages, shopping malls etc. will
    definitely be more relevant to online shoppers. The ability to make a booking online has encouraged and
    hastened the decision-making process for many – it’s straightforward and customers no longer have to be put on
    hold (sometimes for ages!) taking up too much of their time. Websites also allow people with special needs to
    book for services tailored for such needs such as handicapped accessible rooms and other facilities. If your
    website is mobile responsive, you are one step ahead of your competition. A vast majority of people make online
    transactions today when on the move and being stuck at the computer or on the phone is a thing of the past.
  3. General presentation
    In any service industry, presentation is crucial where customers interact directly with your staff. Make sure that
    your frontline staff is not only well-trained but well-groomed as well. It is also important to ensure that your venue
    is presented in an outstanding manner, the interior decoration, facilities and good hygiene should always be of a
    high standard. Hospitality supplies can ensure that you offer the best to your customers from the menu, to your
    professionalism, to the overall experience in your restaurant. See our range of hospitality uniforms here (insert
  4. Immediate response factor
    Customers value time more than anyone especially if they are there for business. Most customers appreciate
    quick response and turnaround for service delivery. Set up excellent communication systems with your
    organisation from the management down to the service staff and regularly audit and assess customer response
    delivery and monitor for future improvements. When customers ask the hospitality staff for a menu, an extra
    chair, some water, or a serviette, guests simply expect a quick response. A few prolonged minutes or waiting can
    result in bad reviews. A rapid response time can determine whether you have won or lost a customer for good.
  5. Get to know your customers and their needs
    Customers are looking for dynamic services as well as a memorable experience and it is one’s task as a
    hospitality service provider to satisfy these criteria and make your customers happy. Knowing your customer
    base is at the heart of the matter. It is fundamental for the service industry to understand and respect different
    customer needs and expectations and to learn to master the techniques of satisfying both so as to deliver them
    effectively and consistently. Customers who book a stay in a beachside hotel would have very different
    expectations to those staying in a CBD for work-related purposes. Understanding the diverse needs of your
    customers would enable you to anticipate and provide service par excellence that will create long-lasting loyalty.
  6. Deliver as promised and go beyond
    The key to earning customer loyalty and keep them coming back is to deliver as promised. Consistently providing
    great service as promised and value in terms of price will go a long way in building customer trust and loyalty. In
    this day and age where social media, travel and hospitality rating sites have made it incredulously easy for
    customers to express their feedback to millions online, delivering as promised and going beyond resonates more
    than ever before. Encourage the team to listen and respond to customers’ needs straightaway when unexpected
    circumstances arise; sending an urgent parcel to the post office, or replacing the menu with specialised eggs and
    milk for young children who have allergies will go a long way in leaving an imprint in customers’ minds and
  7. Customer complaints management
    Customer complaints management needs to be ingrained in culture. Restaurants, hotels and Cafes receive
    complaints online, by phone or in person from simple to grievous matters. Addressing these by setting up a
    responsive customer complaints management process will help to resolve issues fast and efficiently. When
    customers express their dissatisfaction, assure them their complaints have been heard and if the issue can be
    resolved immediately, ensure that it is done. If the issue needed further investigation, keep them informed of
    what actions are being taken. No one likes feeling they have been sidelined – especially not paying customers.
    Customer satisfaction is one of the key measures of the success of the hospitality industry. Solid management
    and well-trained staff will earn customer recognition and satisfaction.
    Check out the latest featured products and sales for hospitality supplies to enable your business to provide the
    best customer satisfaction and professionalism for your patrons.
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