TOP 10 +5: Top Error as Hotel Owner
We wrote a lot about what to do and not so much on the common error that we observe in the hospitality business. We prepared for you a special list of the general error that hotel owner can make. Let’s do a quick check together, are you ready?
• A really bad call service
Do not forget that a phone call is like a future booking. Do not try to cut the call or redirect them because you have better to do.
Each customer is unique, treat them all like that. If they called you, they need it for some reasons.
• Not be engaged in the mobility
Today, mobile phone is not an option anymore. You don’t have it, you die. It’s that really simple. Do not neglect the fact that your site must be mobile-friendly and can create a great experience for mobile users.
• Don't answer the comment on Booking.com or TripAdvisor
We wrote an entire article on the subject; you can check it here. Answering to the comment is essential to create a trust relationship between your guest and your hotel. It’s also a great way to improve your business. Bless the comments as a wonderful benefit to increase your sales!
• Bad or Offensive answer on online Comment
It can be linked with the last point but it’s also important to remember you that a bad answer is sometimes worse than no answer. So, think about your answer, stay correct and objectives, take a deep breath and press enter.
More advices about comment here.
• Be more expensive with your Direct Booking Engine than with OTAs
It’s weird for the customer to spend the time to find your website, make a search and find that your price is higher than the last OTAs found on internet. Try to always make a better bet and check the advantages of the OTAs customers to always stay on top.
• Not using the e-mail address of your customers
Use it before, after and for your business. Interesting to use it before and after to stay present in the mind of your guest and create a special link between the hotel and the customer.
• Social Networks... What, Sorry ?
Come on, Facebook is a minimum and adding Instagram is better. Today, Millennials post so much that you need to have a name to be linked on each photo.
• X Pure Copy Paste of the competition
Rules 1 never try to badly copy a concept or something that you saw on internet or in a competitor hotel. Think globally and analyze if the idea adds something to your strategy.
In general, dominate the market and forget the competition, you’re unique, create something different and make the gap. You’re not a follower !
• Forget to do smart business
Do not forget to create special promotions, unique package based on a special event and Prices.
• Not create at all or develop a website of your hotel
Use a tool like WordPress, buy a domain name and in less than 1h you are already online and for nearly nothing. We don’t have any excuse anymore to not be present on internet. Add quality photos and a blog section full of great articles and content.
BONUS ERROR
• Forget that: Marketing is everything
We can focus a lot on obvious elements in our marketing and fail totally in our strategy by forgetting important details. Your co-workers for example must be also included in the global strategy. For example, create a special uniform and train your team.
• Not mesurer the Customer satisfaction
Do it when the customer is still in your business. You can also do it after by e-mail, but you lose in precision.
The customer wants to speak with you on the moment and not after.
• Not keep data of your customer
Be able to know why your customer chose you and what is the main goal of his trip are precious data. Link it with its e-mail and you will acquire a powerful tool to make future decisions.
• Think that just a simple fidelity program can retain
It’s a really good action to create a card or a fidelity program for your hotel and rewarding a customer with advantage is important.
But it doesn’t retain the customer, what retain the customer is the quality of the service, the entire journey in your hotel and the global experience that he will bring back to home.
Just to summarize: Imagine that you’re a pizzeria and create a fidelity card to give a free pizza each 10-pizza bought. If the first one is horrible, do you think that your fidelity card will retain any customer?
• Do not create content
We are in a digital world and the content is king. Publish on your different account: Photos, blog article, share your blog article on your social network.
Do everything you can to be present and be seen by your future guest. Make noises and be rewarded !
If you are curious, you can look at the website of one of our client Amazonas Palace in Brazil and look at his blog section.
In conclusion
The digital take a great place in the common error made by Hotel owner but you don’t have to forget the human factor. Find the right balance between technological perfection and great reception. Make sure that your guest goes back home with great souvenirs and stories to tell your future guest.
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