Guests are the foundation upon which the hospitality industry thrives.
Modern technological developments have transformed hotels significantly, making them even more comfortable and reliable than ever before.
The core motive of the hotels has always been enhancing the guest experience and making them feel valued and appreciated thereby meeting their expectations.
New-generation travelers have also moved hotels to adopt innovative ways to provide personalized experiences and meet their expectations.
A study by PricewaterhouseCoopers has found that 86% of travelers are willing to pay more for a better guest experience.
Source: Internet
This makes hotels walk the extra mile to provide exceptional experiences and exceed their expectations in return for the amount paid.
Geedesk- The Complaint and Request Management Software is designed to help hotels properly handle guests’ complaints and requests and enhance their experience.
This underlying software between you and your customers ensures that the guests leave your hotels with unforgettable memories, driving repeat business and positive word-of-mouth.
In this blog, we’ll disclose the 10 ways to make guests love you with Geedesk.
1. Personalized Welcome Messages: Making Guests Feel Welcome
Personalized welcome messages are crucial for hotels as they make the guests feel welcome once they book a stay in your hotel.
Greetings personalized with their name not only create the best impression on the guests but also add a strong emotional connection to them.
Geedesk enables hotels to send personalized welcome messages to guests, including their names.
Once guests have booked their stay, you can use Geedesk to send a welcome message to their phone via SMS or email on behalf of your hotel.
This significantly impacts guests, promoting a sense of recognition, value, and care from the moment they interact with the hotel.
Studies say that 70 out of 100 guests expect personalized communication upon arrival.
Source: Internet
2. Instant Response Time: Addressing Guest Needs Rapidly
Instant response to guests’ concerns increases their trust and reassurance and demonstrates a commitment to excellent customer service.
Instant response to their requests positively influences their overall experience and perception of the hotel.
Geedesk automatically assigns the tickets to the right staff of the right department reducing the communication time among the departments.
The ticket assigned instantly to the staff enables them to quickly acknowledge the guest and resolve the guest’s concerns.
Hotels with Geedesk respond to guests’ complaints/requests 4 times faster than those without it.
Source: Data source: Customer survey conducted by Geedesk in May 2024.
3. Assured Guest Satisfaction: Reliable Resolution Of Complaints
Reliable complaint resolution is important because it directly impacts guest experience since it lowers customers’ dissatisfaction and churn rates.
Hotels increasingly rely on Geedesk – a guest complaint and request management software that allows them to log, track, and resolve complaints effectively and promptly.
Geedesk helps hotels with effective complaint resolution by improving communication and coordination among the hotel staff thereby quickly resolving complaints.
Moreover, it provides valuable data on the types and frequency of complaints, providing insights into the areas that require improvement.
Geedesk has significantly improved the job resolution rate by around 60% across all the hotels using it.
Source: Data source: Customer survey conducted by Geedesk in March 2024.
See how it works in real-time now!!
4. Ensuring Consistency: Delivering consistent Service Every Time
Guests set their expectations based on their prior experiences, recommendations, or online reviews.
It is crucial that these expectations are consistently met or exceeded, leaving guests eager to return.
For instance, if a guest requests a cold water bottle and their request is fulfilled within 5 minutes, they expect the same or quicker service when reordering.
Geedesk establishes predefined complaint categories with standard service times and escalation protocols.
These standardized procedures ensure that complaints are handled consistently regardless of the person handling or raising the complaints.
5. 24/7 Service Availability: Meeting Guests Needs Anytime
Guests may experience issues at any time, day or night.
Resolving the issue regardless of when they arise makes the guest feel supported and valued throughout their stay.
Geedesk enables addressing and monitoring guest complaints 24/7, ensuring prompt resolution and guest satisfaction through its cloud-based platform.
Automating the assignment and notification of complaints using Geedesk allows staff to address them immediately, regardless of the time they are assigned.
Geedesk ensures that complaints are addressed instantly whenever they arise, day or night, supporting the hotel’s commitment to exceptional service.
6. Effective Escalation Paths: Ensuring Resolution For Unresolved Complaints
At times, guest complaints are not resolved at the frontline level, which leads to guest dissatisfaction and damages the hotel’s reputation.
Establishing predefined escalation protocols for appropriate management levels ensures prompt handling of unresolved issues, minimizing the impact on the guest experience.
Geedesk incorporates escalation protocols to ensure complaints are escalated to higher management for resolution.
The escalation process will be automatically triggered if the complaint remains unresolved beyond the specified time.
The quick escalation process of Geedesk upholds the hotel’s reputation for remarkable guest service.
7. Optimizing Operations: Utilizing Informative Reports For Continuous Improvement
Keeping track of guest complaints and generating detailed reports provides valuable insights into areas of improvement, helping hotels continuously improve with data.
Geedesk monitors guest complaints and requests, producing comprehensive reports to identify patterns, trends, and areas for enhancement.
For example, if the hotel is receiving frequent complaints about unclean blankets, the hotel can take proactive measures to address the issue, if only the hotel is aware of it.
Geedesk reports also help to identify the root causes of guest complaints and pinpoint common issues or areas of concern.
Around 40-50% of hotels rely on informative reports on guests complaints for improvement.
Source: Internet
8. Informative Feedback Collection: Ensuring Service Satisfaction
Geedesk not only helps in promptly maintaining the guest’s complaints and requests but also helps in collecting guest feedback.
This feedback assists hotels in confirming whether guests are satisfied with the service they have received.
Positive feedback ensures that guests are satisfied with the provided service and are comfortable during their stay.
Negative feedback gives hotels the chance to turn a negative guest experience into a positive one by going the extra mile to serve them.
The hotel can also log the feedback on Geedesk for future reference or further improvements.
9. VIP Treatment: Offering Exclusive Services with Personalized Alerts
VIP guests, often high-profile individuals, celebrities, or high spenders, expect top-notch service and a personalized experience that meets their specific preferences.
Excellent VIP service enhances the hotel’s reputation and brand name easily because high-profile guests attract media and public attention.
Geedesk’s inbuilt VIP guest alert option ensures that VIP guests are provided with the ultimate care and attention and that their complaints and requests are handled more efficiently.
This ensures that their expectations are met and exceeded, promoting positive word of mouth and attracting many other VIP guests.
10. Staying Connected: Expressing Gratitude
Post-stay messages to express gratitude for choosing them to stay create a lasting impression on guests making them feel appreciated.
Geedesk allows hotels to send gratitude messages to guests by including their names, thereby enhancing the personalized touch.
Keeping in touch with former guests helps to maintain relationships, share updates, and promote special offers, thereby increasing the likelihood of repeat visits or referrals.
Conclusion
With the rapid development of the hospitality industry, it has become essential for hotels to go the extra mile to survive in the cutthroat competition.
Geedesk has proved to open up a world of possibilities to delight your guests and foster long-lasting relationships.
It helps you effectively manage guests by personalizing messages and collecting feedback to ensure no guest requests are left behind.
It helps you elevate your guest experience to new heights, surpassing their expectations and turning their ordinary stays into extraordinary memories.
Your guests deserve nothing less – and with Geedesk, you have the power to fulfill their dreams.
If you are interested please reach out to us by visiting www.geedesk.com or send an email to [email protected]