Jenna Light, Area Group Sales Manager at Parks Hospitality Group, HSMAI Rising Sales Leader Council Member
In the hospitality industry, customer service is often seen as the make-or-break factor that can separate one business from another. The HSMAI Rising Sales Leader Council met to discuss how customer service can make all the difference when hotel amenities are often similar, and price is often the deciding factor. Here are the top five ways we shared to stand out:
1. Sending video site tours with personalized messages.
2. Offering complimentary lunch to in-person site visits.
3. Sending a group “get to know you” form before site visits to customize tours and gifts to the group’s preferences.
4. Picking up the phone! Whether for a maintenance call or to make a sale, the phone is one of our best tools to build relationships.
5. Re-train support teams on face-to-face interactions.
The best way to provide quality customer service is to ensure that every interaction is an opportunity to build a relationship. This means being attentive and responsive to guests’ needs, both big and small. Whether it is making the extra call or going the extra mile to make sure there is staff on hand who speak a group’s language, it’s the little things that can make a big difference.
Technology can be a useful tool in providing quality customer service, but it should never be used as a replacement for human interaction.