Customer onboarding is critical for establishing initial impressions and promoting long-term commitment in the hospitality industry. The procedure entails more than just checking visitors in. It also includes greeting them, making them feel at ease, and laying the groundwork for a pleasant stay. Thus, it is also one of the best ways to stand out from other hotels in the competitive market.
As noted by IBISWorld, there were 107,902 hotels and motels in the US in 2023. While the number might look good, it shows a decline of 1.7% since 2022. It is evident that one of the key reasons behind the decline of the hotels that shut down can be the loss in business. With efficient onboarding, you can ensure that customers stay with you and get you more revenue.
Improving hotel customer onboarding may dramatically enhance the guest experience, particularly for first-time customers who are unfamiliar with your facility. Here's how to do it efficiently.
The onboarding process begins far before the customers arrive at the hotel. Communicating with first-time guests prior to their stay helps set expectations and gives critical information that can lessen fear and increase anticipation.
As suggested by Greetly, you can leverage a visitor management system that can make reservations for the guests. Once the reservation is confirmed, the system can also automatically send confirmation along with details to the guests. Moreover, it can also send a warm invitation to the guests just a couple of days before the reservation dates.
You can also use the visitor management system to send a personalized email with various details. Highlight services like airport shuttles, early check-in, or late check-out, and provide recommendations for area activities or eating alternatives. This offers value and demonstrates that you care about their complete experience, not simply their stay at your hotel.
A smooth check-in process is essential for first-time visitors. Long lines and complicated processes can cause frustration, so it's critical to make this process as smooth as possible.
Consider giving online check-in choices so that guests may enter their information and preferences before arriving. This lowers the time customers spend at the front desk and allows them to proceed directly to their rooms.
A survey found that over three-quarters of people would stay at hotels with self-service kiosks or automated front desks. It also revealed that around 4 out of 5 Americans are willing to work remotely from a hotel. However, they prefer that the check-in process for their stays be enhanced with technology to reduce the time required.
Besides the use of technology, human communication is also very significant in building relationships. Therefore, train your employees to be efficient yet pleasant so that guests feel welcomed rather than rushed. If there are any upselling chances throughout the check-in process, make sure they are discreet and relevant to the guest's needs.
First-time guests may be unfamiliar with the layout of your hotel, so a quick orientation may be really beneficial. Provide a guided tour of the key places, such as the dining room, fitness center, spa, and any other amenities. This can be done in person by a hotel employee or through a digital tour accessible on the hotel's app.
Highlight important elements like food alternatives, leisure activities, and any special events taking place during their stay. This makes it easier for guests to navigate the property and enhances the probability that they will use and appreciate the facilities.
When visitors arrive at their accommodations, a carefully selected welcome kit may improve their onboarding experience. This might include a map of the hotel, information about services and facilities, a list of nearby attractions, etc.
Include a personalized welcome note from the management, as well as any complimentary supplies like snacks, bottled water, or toiletries. This package is an excellent resource, especially for first-time visitors who may be unfamiliar with the region or the hotel's amenities.
Offering such enhanced experiences can improve your hotel's remembrance rate in guests' minds. This will help improve retainer rates, as customers will keep coming back to your hotel.
It is also an excellent way to increase the number of guests who visit your hotel.
The recent pandemic took a substantial toll on the hotel industry, and this is a recovery phase for it. In fact, a Statista report shows that the number of hotel users in the US are constantly rising since the pandemic in 2020. It is also predicted that the number will exceed pre-pandemic levels and reach 185.29 million by 2029. Thus, it is an excellent opportunity for hotels to attract more and more customers.
New visitors, particularly those from younger age groups, frequently anticipate a smooth connection between their gadgets and the hotel's amenities. Therefore, the use of technology is also one of the tips mentioned in a Forbes article to elevate hotel experiences. The article mentions that around 73% of customers are likely to return to a hotel that can address their technology needs.
Make sure dependable and simple-to-connect Wi-Fi is available everywhere on the site. Think about providing in-room technology such as voice-activated assistants, smart TVs, and mobile room keys. Furthermore, you can offer a mobile app that lets visitors browse facilities, place room service orders, and more.
How can I ensure our hotel makes a positive first impression with guests?
Customizing a hotel room to a guest's tastes and requirements is one of the finest ways to leave a lasting impression. You may change the music, lighting, and temperature, for instance, to suit their preferences. If they ask for it, you may also give them additional blankets, pillows, or towels.
How to greet a VIP guest?
Make sure you welcome your VIP guests with a smile, warm tone, and eye contact as soon as they arrive. When introducing yourself and your job, use their name and title. Additionally, congratulate them for selecting your hotel and highlight any recognition or reward programs they may have participated in.
What are the new technologies in hospitality?
The hotel industry's technological trends are evolving quickly, and companies need to keep up with these changes to be competitive. A few emerging technologies that can enhance the consumer experience in a number of ways are voice commands, artificial intelligence, and virtual reality experiences.
A successful onboarding process is essential to turning visitors into devoted patrons. By emphasizing proactive communication, seamless technology, and customized service, hotels may provide a warm atmosphere that makes a good first impression. Improving the onboarding procedure not only increases customer happiness but also creates a foundation for enduring partnerships and favorable word-of-mouth.
