In today’s hyper-competitive hospitality industry, providing personalized guest experiences is the key to success. Hotels need to create unique, memorable experiences that leave a lasting impression on their guests. Real-time feedback can be a valuable source of insights for hotels to improve the guest experience, but personalization can take this to the next level.
We will explore how hotels can boost real-time feedback with personalization.
Why is personalization important for hotels?
Personalization is becoming increasingly important for hotels as guests seek more individualized experiences. In fact, according to a study by Deloitte, 36% of guests are willing to pay more for personalized experiences. Personalization allows hotels to cater to the individual needs and preferences of their guests, creating a sense of connection and loyalty.
Personalization is also a key driver of real-time feedback. Guests are more likely to provide feedback when they feel that their feedback is valued and appreciated. Personalization can create a sense of appreciation and encourage guests to provide feedback, leading to more valuable insights for hotels.
How can hotels personalize the feedback request?
Personalization begins with the feedback request. Hotels can customize the feedback request by addressing the guest by name and mentioning their recent stay. This can create a sense of connection and make the guest feel valued. Personalizing the feedback request can also increase response rates as guests are more likely to provide feedback when they feel appreciated.
Hotels can also use the guest’s preferred communication method to send the feedback request. For example, if a guest prefers email over text message, the hotel should send the feedback request via email. This can increase the likelihood of the guest responding to the feedback request.
How can hotels use a personalized feedback survey?
Hotels can use a personalized feedback survey to collect real-time feedback. The survey can be tailored to the guest’s stay and preferences, with questions that are relevant to their experience. By using a personalized feedback survey, hotels can gather more detailed and specific feedback that can be used to improve the guest experience.
The feedback survey can also be personalized based on the guest’s previous feedback. For example, if a guest provided feedback on the cleanliness of the room during their last stay, the feedback survey for their next stay can include additional questions about room cleanliness. This shows the guest that their previous feedback was valued and acted upon, creating a sense of appreciation and loyalty.
How can hotels offer personalized rewards?
Hotels can offer personalized rewards as an incentive for guests to provide feedback. Rewards can be tailored to the guest’s preferences, such as a discount on a spa treatment or a complimentary meal at their favorite restaurant. By offering personalized rewards, hotels can create a sense of appreciation and encourage guests to provide feedback.
Hotels can also offer rewards based on the guest’s previous feedback. For example, if a guest provided feedback on the lack of vegetarian options on the menu during their last stay, the hotel can offer a discount on a vegetarian meal during their next stay. This shows the guest that their previous feedback was valued and acted upon, creating a sense of loyalty and appreciation.
How can hotels respond to feedback in a personalized manner?
Hotels should respond to feedback in a personalized manner, addressing the guest by name and thanking them for their feedback. If the feedback was negative, hotels should apologize and offer a solution that is tailored to the guest’s specific issue. By responding to feedback in a personalized manner, hotels can show guests that their feedback is valued and taken seriously.
Hotels can also use the guest’s preferred communication method to respond to feedback. For example, if a guest prefers email over phone, the hotel should respond to their feedback via email. This can create a more personalized and comfortable experience for the guest.
How can hotels use personalized insights to improve the guest experience?
- Personalized recommendations: Hotels can use guest data to make personalized recommendations for restaurants, activities, and other experiences in the area based on their interests and preferences
- Room preferences: Hotels can use guest data to personalize the room experience by offering guests their preferred room type, bed type, and other amenities.
- Communication: Hotels can use personalized insights to communicate with guests in a way that resonates with them. For example, if a guest prefers text messages over phone calls, hotels can communicate with them accordingly.
- Loyalty programs: Hotels can use guest data to personalize loyalty programs and offer personalized incentives and rewards.
- Special requests: Hotels can use guest data to anticipate special requests and proactively offer them to guests. For example, if a guest has previously requested extra towels, the hotel can make sure to have them ready in their room before they arrive.
- Staff training: Hotels can use guest data to train staff on how to better serve guests. For example, if a guest has a specific dietary restriction, the hotel can train its staff to be aware of this and offer appropriate meal options.
NextBee’s engagement platform for hotels is designed to help hotels receive real-time feedback through personalization. It’s a feature-rich platform that offers detailed insights into guest preferences, allowing hotels to personalize nearly every aspect of their guest experience.
If you would like to watch a live demo of the NextBee platform, talk to our expert now!