The hospitality industry thrives on creating memorable experiences. While a comfortable bed and a delicious meal are essential, truly exceptional customer service sets a business apart. In today’s world of instant reviews and social media buzz, providing top-notch service isn’t just a nice-to-have; it’s a must-have. So, how can you elevate your customer service and leave a lasting positive impression?
People Power
Forget generic greetings and scripted responses. Customers crave personalised interactions. Train your staff to remember names, preferences, and past conversations. A simple “Welcome back” can go a long way. Empower your team to anticipate needs and offer tailored recommendations. This personal touch transforms a transaction into a connection.
Proactive Service
Don’t wait for problems to arise. Encourage the team to be proactive. Check in with guests regularly, anticipate potential issues, and offer solutions before they’re even asked. A proactive approach demonstrates care and foresight, turning potential problems into opportunities to shine.
Communication is Key
Clear and timely communication is paramount. Ensure your staff are excellent listeners and communicators. They should be able to communicate clearly, answer questions thoroughly, and handle complaints with empathy and professionalism. Utilise various communication channels—from in-person interactions to email and social media—to stay connected with your guests.
Embrace Technology
Technology can be a powerful tool for enhancing customer service. Implement a user-friendly booking system, use apps, and offer access to relevant concierge services, restaurant reservations, and local information.
While embracing technology, consider how best to utilise it. The idea is to make the customer’s experience as best as possible. Keeping bar tabs for food and drink bills will streamline the staff-to-customer experience, allowing the team to upsell. Customers who don’t have to reach for their wallets or cards regularly are more likely to make impulse purchases. Establishments that enable tabs will increase customer spending. Phil Dixon, a previous advisor to the BII, was adamant that “If you want to increase spend, you must retain cards.” Paul Eagles, previous Head of Risk Policy and Strategy at VISA confirmed this: “When using cards, people spend at least 35% more.”
CardsSafe Ltd.’s technology has been a part of customer service for numerous restaurants, hotels, bars and golf courses for over twenty years. The system protects businesses by deterring dine and dash and securely protects customers’ bank and ID cards while they run a tab. The bar tab-keeping units signify to the customer that the venue cares about their card security.
If a customer wishes to run a tab and their bank card is slotted in the wallet or stuffed into a till, things don’t look good for the business. The impression of the brand is diminished, resulting in less loyalty and, ultimately, a reluctance for that customer to return. One of CardsSafe’s longest-standing customers, the leading global hospitality brand Hilton Hotels, has used their system since 2005. They say, “All our customers are pleased that we look after their cards more securely with CardsSafe.” CardsSafe’s tab systems are in multiple hotels nationwide.
So, the choice is yours. To exceed customer expectations, ensure your technology benefits your business and reap the benefits of reputation and loyalty.
The Little Extras Matter
Sometimes, it’s the small gestures that make the most significant impact. Think about adding little touches that will surprise and delight your customers. In the competitive hospitality landscape, exceptional customer service is the key to success. By focusing on personalisation, proactive service, and technology, you can create a truly memorable experience for your customers, turning them into loyal advocates for your business. It’s not just about meeting expectations; it’s about exceeding them.
