July, 2024
Making Every First Impression Count:
The Importance of Customer Service in Hotels
In the bustling world of hospitality, where every interaction shapes the guest experience, first impressions are absolutely critical. From the moment a guest contacts you, their perception of your hotel is being formed. In this blog post, we’ll explore why first impressions matter so much in the hotel industry, particularly focusing on busy front of house, missed phone calls, and the impact on bookings and revenue.
The Busy Reception Staff: Where Every Second Counts
Picture this: a weary traveller enters your hotel after a long journey, hoping for a warm welcome and efficient service. However, they’re met with a chaotic scene at the reception desk, where staff members are rushing around, overwhelmed by guests checking in and out, and the phone is forever ringing.
In such a scenario, the opportunity to make a positive first impression is easily lost. Busy reception staff may not have the time to greet guests with a smile, answer questions promptly, or provide personalised assistance. As a result, guests may feel ignored, frustrated, or even unwelcome.
There are solutions to this familiar pain point in many hospitality settings, from staggered check in and out systems to removing the stress points for this situation; the phone ringing and distracting the already busy staff from the customer in front of them, leading to the possibility of missed sales as well as a poor first impression.
That is where CustomerhubUK can help, we can take the strain of the ringing phone and you can trust us to make the best first impression with our fully trained, UK based call handling services, leaving your front of house staff to focus on the first impressions in from of them.
Missed Phone Calls: A Missed Opportunity for Connection
Customer service on the phone plays a crucial role in shaping guests’ perceptions of your hotel. Yet, all too often, busy reception staff may struggle to keep up with incoming calls, leading to missed opportunities to engage with potential guests, address inquiries, and secure bookings.
A missed phone call represents more than just a missed opportunity—it’s a lost connection with a potential guest who may take their business elsewhere. In today’s competitive hospitality landscape, where online booking platforms abound, every missed call could translate into lost revenue for your hotel.
It is not just the busy times that the calls may go missed, but times when reception may not be staffed through sickness or annual leave or due to watching profits and not staffing during the quieter times. CustomerhubUK is here to help when you need us, from overflow call handling to long-term bespoke packages built on a strong working relationship. That way, you can be sure that you don’t miss a single opportunity to connect with a customer on the first time or the tenth!
Lost Bookings and Revenue: The Cost of a Poor First Impression
Ultimately, the impact of a poor first impression extends beyond individual interactions—it directly affects your hotel’s bottom line. When guests feel dissatisfied with their initial experience, either in person or on the phone, they’re less likely to return for future stays or recommend your hotel to others. Moreover, negative reviews and word-of-mouth feedback can further damage your reputation and drive potential guests away.
Furthermore, missed phone calls and the resulting lost bookings represent a direct loss of revenue for your hotel. In a business where occupancy rates and room revenue are paramount, every missed opportunity to secure a reservation can have significant financial consequences. This is where CustomerhubUK can take control of the missed calls and build your revenue with trained call handlers rather than letting the phone ring and miss that sale.
Investing in Exceptional Customer Service
In today’s competitive hospitality industry, where guest expectations are higher than ever, the importance of first impressions cannot be overstated. From the moment a guest arrives at your hotel to the handling of every phone call, every interaction is an opportunity to deliver exceptional customer service and leave a lasting positive impression.
By investing in call handling with CustomerhubUK and implementing efficient call-handling procedures, hotels can ensure that every guest receives the warm welcome and personalised attention they deserve. By focusing on the guest experience from the first moment of contact, hotels can increase guest satisfaction and loyalty and drive bookings and revenue in the long run.
Remember, in the world of hospitality, every first impression counts, so make it count for your guests and your bottom line by talking to CustomerhubUK and seeing how you can benefit from working with the UK’s hospitality specialist contact centre.
For more information on the services that customerhubUK offer please visit, email or call:
www.customerhubuk.com
enquiries@customerhubuk.com
+44 (0)1905 792800
