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4. Service Recovery and Customer Loyalty .pptx
- 1. Service Recovery and Customer Loyalty (THC 103)
- 2. Learning Objectives Handling guest complaints and service failures Strategies for effective service recovery Building customer loyalty and repeat business
- 3. Common hotel guest complaints: Anyone who has ever stayed in a hotel, motel, or BnB has likely already encountered some of the most common hotel guest complaints. Here are the top five things guest complain about hotels:
- 4. COMMON HOTEL GUEST COMPLAINTS 1. NOISY NEIGHBORS OR NOISE COMPLAINT S Easily one of the most common complaints is in regards to noisy neighbors, as a single noisy room can result in multiple complaints from surrounding rooms. 2. Dirty rooms or poor housekeepin g Busy housekeeping staff do their best, but the occasional stray hair or dusty area is still a possibility. 3. Heating and hot water problems Many hotels around the world struggle with having enough hot water to service a building full of people largely having showers at the same time. 4. Breakfast- related issues Hotels that offer breakfasts can be a big drawcard for busy travellers who want to be able to start their day with a meal without needing to venture out and find an expensive breakfast elsewhere. . 5. Electrical outlets Older hotel rooms can sometimes have just one or two electrical outlets per room, and this simply isn’t enough for the modern traveller.
- 5. COMMON HOTEL GUEST COMPLAINTS 1. NOISY NEIGHBORS OR NOISE COMPLAINT S Easily one of the most common complaints is in regards to noisy neighbors, as a single noisy room can result in multiple complaints from surrounding rooms. 2. Dirty rooms or poor housekeepin g Busy housekeeping staff do their best, but the occasional stray hair or dusty area is still a possibility. 3. Heating and hot water problems Many hotels around the world struggle with having enough hot water to service a building full of people largely having showers at the same time. 4. Breakfast- related issues Hotels that offer breakfasts can be a big drawcard for busy travellers who want to be able to start their day with a meal without needing to venture out and find an expensive breakfast elsewhere. . 5. Electrical outlets Older hotel rooms can sometimes have just one or two electrical outlets per room, and this simply isn’t enough for the modern traveller.
- 6. COMMON HOTEL GUEST COMPLAINTS 1. NOISY NEIGHBORS OR NOISE COMPLAINT S Easily one of the most common complaints is in regards to noisy neighbors, as a single noisy room can result in multiple complaints from surrounding rooms. 2. Dirty rooms or poor housekeepin g Busy housekeeping staff do their best, but the occasional stray hair or dusty area is still a possibility. 3. Heating and hot water problems Many hotels around the world struggle with having enough hot water to service a building full of people largely having showers at the same time. 4. Breakfast- related issues Hotels that offer breakfasts can be a big drawcard for busy travellers who want to be able to start their day with a meal without needing to venture out and find an expensive breakfast elsewhere. . 5. Electrical outlets Older hotel rooms can sometimes have just one or two electrical outlets per room, and this simply isn’t enough for the modern traveller.
- 7. COMMON HOTEL GUEST COMPLAINTS 1. NOISY NEIGHBORS OR NOISE COMPLAINT S Easily one of the most common complaints is in regards to noisy neighbors, as a single noisy room can result in multiple complaints from surrounding rooms. 2. Dirty rooms or poor housekeepin g Busy housekeeping staff do their best, but the occasional stray hair or dusty area is still a possibility. 3. Heating and hot water problems Many hotels around the world struggle with having enough hot water to service a building full of people largely having showers at the same time. 4.Breakfast- related issues Hotels that offer breakfasts can be a big drawcard for busy travellers who want to be able to start their day with a meal without needing to venture out and find an expensive breakfast elsewhere. . 5. Electrical outlets Older hotel rooms can sometimes have just one or two electrical outlets per room, and this simply isn’t enough for the modern traveller.
- 8. COMMON HOTEL GUEST COMPLAINTS 1. NOISY NEIGHBORS OR NOISE COMPLAINT S Easily one of the most common complaints is in regards to noisy neighbors, as a single noisy room can result in multiple complaints from surrounding rooms. 2. Dirty rooms or poor housekeepin g Busy housekeeping staff do their best, but the occasional stray hair or dusty area is still a possibility. 3. Heating and hot water problems Many hotels around the world struggle with having enough hot water to service a building full of people largely having showers at the same time. 4.Breakfast- related issues Hotels that offer breakfasts can be a big drawcard for busy travellers who want to be able to start their day with a meal without needing to venture out and find an expensive breakfast elsewhere. . 5. Electrical outlets Older hotel rooms can sometimes have just one or two electrical outlets per room, and this simply isn’t enough for the modern traveller.
- 9. Handle in-person guest complaints in six steps: 1.Stay calm and listen. 2.Identify the type of guest to whom you are speaking. 3.Find the real source of the complaint. 4.Find and offer a solution. 5.Follow up to confirm that the problem was resolved. 6.Respond to all complaints as quickly as possible
- 10. Service Recovery Steps to Enhance Customer Relationships •Gather information. Before you can fix a customer's issue, you first have to fully understand the circumstances. •Apologize and offer consolation. •Resolve the issue. •Survey customers to prevent future issues.
- 11. Building customer loyalty and repeat business To create an effective program, you must focus on creating an exceptional customer experience, providing perceived value, engaging with customers, and offering rewards that incentivize repeat purchases
- 12. How to increase repeat customers 1.Reward repeat customers. 2.Focus on customer service. 3.Offer incentives to repeat customers. 4.Act on customer feedback. 5.Use email to stay top of mind. 6.Review customer data. 7.Build customer experiences.
- 14. Assignment: 10/02/2023 1.How can you establish and nurture customer connections to promote repeat purchases? 2.How can organizations prevent service failures?