Without guests, a hotel business will soon run into difficulties. Keeping up a good room fill rate is vital to being both profitable and successful. Although some guests may come to you with you putting very little effort in, taking measures to attract more guests is essential to increase the number of visitors your location has each year. Here are ten ways of attracting more guests to your hotel:
- Improve the building
Appearances matter to potential guests. Start with the exterior and make sure that it gives a good impression to guests from the moment they see your hotel. Then, make sure the rooms are all updated and look bright and welcoming.
- The front desk
Once inside your hotel, the first thing people see is generally the front desk. Creating a good impression at this point is important. People looking for somewhere to stay who have not booked themselves accommodation will use the front desk as their first point of contact to make enquiries about booking a room. If there is nobody at the front desk or the member of staff on the desk is unhelpful, they will probably take their custom elsewhere. If they are greeted with a warm welcome and a helpful manner, they are more likely to book a room and return in the future.
- Make it comfortable
Comfort is key in a hotel. If a hotel guest does not have a comfortable stay, they are unlikely to come back. Not only should the beds provide the perfect conditions for a good night’s sleep, there should also be areas of your hotel where people are free to relax outside of their hotel rooms.
- Add technology
Providing just a bed and a toilet in a room is no longer an acceptable way to operate. People will usually expect at least a television in their room too. In this technological age, whether a hotel has Wi-Fi or not may impact on their decision to stay in your hotel. This may be particularly important for people who are travelling for business rather than leisure. By making sure your guests have access to the Internet, you are broadening your target market.
- Talk to the customers
Customers like to be made to feel important during their stay. If you take the time to talk to them, it will give them happy memories of the experience of staying in your hotel. They are then more likely to return and to recommend your hotel to other people.
- Customer service
Customer service is an essential element for success in the hospitality industry. The service they receive will influence a guest’s overall impression of their stay. Similarly, if there are difficulties, it is not the problem itself that sticks in the mind of a guest – it is the way that the issue is dealt with. A big problem can suddenly seem like no problem at all to a guest if you are apologetic and deal with the situation immediately. On the other hand, a minor issue can soon escalate into a major problem if the customer feels you have not dealt with their problem in a satisfactory manner. Customers will often share their experiences with others and this will affect the impression other potential guests may have of your business.
- Internet feedback
Internet reviews are extremely influential and can make all the difference between getting plenty of guests to your hotel and having a hotel full of empty rooms. In the first instance, it is important that you make the customers experience so good that they only want to write good things about you.
However, if there have been problems and negative feedback is left, you can use this to your advantage. Don’t just ignore negative feedback, write a courteous response. Apologise for the experience and encourage them to get in touch to resolve the matter. Other people will read this and it will improve their opinion of your hotel.
- Marketing strategies
Your hotel may be well-known in your area, but it is not local people who are likely to be your guests. You need to increase awareness of your hotel to a wider audience. Utilising both traditional marketing strategies and using the Internet will help achieve this. Hosting events and advertising in newspapers are just two examples of traditional methods of marketing. If you choose to use the Internet, you should have your own website, register with travel companies and make good use of social media to promote any events or offers at your hotel.
- Utilise feedback
Feedback should be your friend, regardless of whether it is positive or negative. Learning more about what is working and what needs improving in your business can give you a greater understanding of the needs of your customers. When you are clear about this, you can make any necessary changes to encourage more people to stay in your hotel.
10. Evaluate management
If you have a large hotel, you may have several managers. These may include catering manager, housekeeping manager, business manager and entertainments manager. Each of these positions plays a very different role in your hotel business. However, they are all key to helping you increase your room fill rate. Evaluate each of their roles and look at ways they can contribute to you getting more guests. Include your managers in this process.
Improving the number of guests who visit your hotel is an important step towards success. By using these ten measures, you should see an increase in your guest figures and find that your hotel becomes more successful and profitable.
