That’s where real-time guest feedback comes in. Rather than waiting for post-visit reviews to hit their website and then responding, hoteliers can tap into real-time guest feedback technology to hear about issues as they’re happening – and address them just as quickly.
Here’s why real-time guest feedback can be a boon to your business reputation.
Get Ahead of Hashtags
Real-time guest feedback options encourage guests to bring the issue to you, instead of to the internet via social media posts or negative reviews. If there’s a noisy party next door or an ice machine isn’t working, guests can send a text or make a call to let your management know. This gives you a chance to deal with the situation on the spot instead of seeing it splashed all over social media, or reading it in a review a week later.
Solve Issues Before They Escalate
If a guest is dealing with a plumbing issue or evidence of pests, being able to act quickly is vital. The sooner you know what’s going on, the faster you can deal with the issue’s root cause, and also ensure that your guest is being looked after. If your hotel receives notice of a plumbing or HVAC issue, you can promptly call in maintenance to make sure that the problem doesn’t spread, while also moving your guests to a new room so that they’re not inconvenienced.
Meet Guest Expectations at All Times
Hospitality is all about making guests feel welcome and comfortable. Real-time feedback helps you ensure that what you’re delivering is in line with guest expectations. You’ll learn quickly where you’re exceeding expectations, and where issues are arising. Best of all, you’ll be primed to act immediately, and to adjust your processes and procedures – or make investments into new amenities – to suit the needs of future guests.
Keep Your Staff Informed
Staff are crucial to the overall hotel experience. If guests report negative experiences regarding your staff, for example, slow check-ins or problems with the valet service, you can invest in training to help your staff members confidently rise to the occasion at all times. On the flip side, if guests have only positive things to say about specific staff members, you can reward them for their hard work as on-site brand ambassadors.
Encourage Repeat Business and Loyalty
By encouraging guests to let you know about the good and bad of your property, you’re inviting them into a conversation. Not only that, but you’re showing them that you’re ready to act according to their needs. This is a powerful way to build trust and loyalty, and encourage future visits – as well as positive reviews.
ListenTrust is Here to Help Your Hotel Listen in Real-Time.
You know that reputation is everything. At ListenTrust, we know that great reputations are built on listening. We’re proud to offer a 500-strong team of bilingual nearshore customer service reps with extensive experience in the hospitality industry and a passion for helping brands connect with their customers in the best possible ways. If you’re looking to offer real-time guest feedback support, talk to the experts at ListenTrust!
