January Promo: Get 50% Off Your PMS Subscription for the First 3 Months. Offer Ends 1/31/23!
Why Guest Happiness Matters More For Independent Hoteliers, And How To Keep Guests Happy
keep hotel guests happy

Share Post:

Why Guest Happiness Matters More For Independent Hoteliers, And How To Keep Guests Happy

As an independent hotel, your guest’s happiness matters much more than your counterparts at large chain hotels. That’s because large chain hotels have droves of clients that stay at their locations across the globe. You probably have either one or a few locations that you have to manage with a small staff, and that’s hard to do.

The problem for independent hoteliers is that with the internet it’s easy for guests to leave feedback anywhere at any time. And that feedback matters to prospective guests that are thinking about booking a night at your hotel.

Here are some things you can do to improve guest happiness and get better online reviews:
1. Test the guest experience
2. Train staff on what a great guest experience looks & feels like
3. Ask guests when they check in “what would make your stay exceptional?”
4. Ask when they leave if they had an “exceptional stay”
5. Get guests to leave online reviews in various channels.

Test the guest experience

Get your old college roommate, your sister-in-law, your niece, or a very honest friend, to pretend she doesn’t know you and tell her to stay at your hotel. Ask her to give you an honest review of everything from reservation creation to the final goodbye. Use that feedback to prioritize any changes or projects you had on your long list of “Things to do.”

Train staff on a great guest experience

Use the same feedback to walk your employees through what a great guest experience should feel like. I emphasize the word “feel” here because, you are in the business of creating an experience. People use all of their senses when they are experiencing something. Your employees need to be aware of that and be able to create a great guest experience during every interaction with your staff.

Ask Guests

I spent a summer working at Enterprise Rent-A-Car, and they are well known for doing marketing survey calls to previous customers and using that feedback to rate and bonus their branches- It’s why they have such great customer service. We used to have to ask every customer that left our location, “if someone asked you to rate your experience, what else could we have done to make your experience a 10?”

In the case of your guests, why not ask that question right up front? It’s a great way to show your guests, even as they’re calling to make their reservation or via your website booking form, to tell you upfront what’s going to make them happy.

This clear expectation setting is a great way to engage guests and inform staff about their upcoming stay.

And, just as we did at Enterprise Rent-A-Car, always ask the question on the way out the door, “If someone asked you to rank your stay on a scale of 1-10, what else could we have done to make it a 10?”

Online Reviews

If you get a great review from a guest on their way out the door, ask them then and there to complete an online review. If they booked through a specific OTA, often the OTA will ask for feedback post stay, but it’s not a bad idea to ask for it yourself. That way you can use that quote on your own website.

Use these 5 tactics on a regular basis to improve your guest happiness & in turn occupancy rates. To learn more about how to improve all aspects of your independent hotel, subscribe to our blog.

Why Guest Happiness Matters More For Independent Hoteliers, And How To Keep Guests Happy

Stay Connected

More Updates

3 Ways To Make Guests Fall In Love With Your Hotel

Read More

4 New Year’s Resolutions For Your Hotel

Read More

3 Ways To Enhance Hotel Operations During Shoulder Season

Holiday season, or as independent hoteliers call it “shoulder season”, provides properties with a great opportunity to build upon a busy summer by gearing up their operations to ensure a successful holiday travel period and strong start to the New Year.  Here are a few ways properties can utilize holiday season/shoulder season to enhance daily operations.
Read More

5 Easy Steps to Boost Room Service Sales

One of the hallmarks of the hotel service industry is excellent room service. It has played a crucial role in boosting customer satisfaction for nearly a century. Today, hoteliers are finding ways to transform room service options to boost sales, ensure guest safety and make everything more convenient for customers.
Read More

10 Ways to Boost Hotel Occupancy

Those who have been in the hospitality industry long enough know that the revenue earned depends significantly on the season. Achieving a full occupancy rate during peak season is easier because of the high influx of guests. However, the low or off-season comes eventually, when it’s more challenging to book guests. 
Read More

How Alpen Way Chalet Lodge Increased Efficiency and Customer Service

When utilizing innRoad’s all in one property management system, Alpen Way Chalet Mountain Lodge was able to accomplish their goal of increasing efficiency so they can focus more on guests, and improve their overall business operations. They were also able to provide their staff with full support through innRoad’s 24/7 customer service team.
Read More

4 Simple Ways to Speed up Your Hotel’s Check-In & Checkout Process

Your guests’ check-in and check-out are essential to their customer journey. You want them to feel welcomed and taken care of upon arrival by providing a quick and easy check-in process. Similarly, a speedy check-out is just as vital if you want your visitors to have only positive memories and experiences at your hotel.
Read More

What Is the Best PMS For Small Hotels?

A look into how PMS systems can help grow your business, and what the best PMS is for small hotels. 
Read More

4 Ways Independent Hotels can Make Guests Happy (and in turn, increase occupancy rates)

Read More