Within the hospitality industry it is vital to maintain a great reputation. A poor reputation equals poor sales volumes, bad reviews, an impact on future business and high staff turnover. Securing and keeping a good reputation requires a proactive approach. Every business in the hospitality industry should consider these points;
With staff, colleagues and customers. If your staff and colleagues understand your message then they will convey this to your customers. A customer is more likely to engage with you/buy your product/ buy your service and experience a positive outcome if your message is clear, professional, explanatory and informative.
Verbal and non-verbal communication are equally important – email and social media policy should be clear. Knowing what’s being said about your company online allows you to see where you’re succeeding and where you need improvement.
Have a communication plan that details your expectations of your staff. If your staff know what is expected of them they are far more likely to deliver what you expect!
Know what your ideal member of staff should be like – recruit based upon that. Your staff are the first impression of your business, your reputation is dependent upon them giving the right impression.
Equip your staff with the right training and reinvestment. It is much easier for your staff member to be successful in their role and therefore ensure your business is a success, if they are excellent in their capabilities.
Empower your staff to go the extra mile – imagine the possibilities for your business and its reputation if your staff are working intuitively to make it the best!
Having the right tools for your staff. Your staff are far more likely to deliver an excellent service and customer experience when they are unhindered. Given the right tools your staff can focus on promoting your business and your reputation.
Provide a high standard of materials for your customers. Your customers want the best and will promote your business if you have exceeded their expectations. 88% of people trust online reviews. Make yours positive and maintain an impeccable online reputation.
Provide great service – know what this means to your business. Great service ensures that your customers will tell others about your business but also return to you – roughly 7 out of 10 customers say they are willing to spend more with companies they believe provide excellent customer service.
Reiterate that service plan by revisiting it with your staff. Have a clear message, make sure your staff are regularly trained to deliver this message. Your staff are your ambassadors, your reputation is dependent upon their delivery
Set targets linked to rewards. A motivated and rewarded workforce will always want to generate the best results for your business.
It is key to have an active presence on social media. However if you are not constantly listening to what is being said about you (good or bad) you close off one of your most valuable assets to sales, customer feedback and revenue. TripAdvisor states that “53% of people would not book a hotel without having a guest opinion about it”
Online reviews are directly affected by service, customer experience and product. Positive reviews from a customer are vital to the positive reputation of a business.
Maintaining a high industry satisfaction survey score shows that your customer reviews and experiences are good and therefore your reputation is good.