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About this article: Customer Satisfaction: Customer service policies

Many hotels adhere to customer service policies in order to ensure that the customers are taken care of best as possible. After all, it is the customer that brings in the business.

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Customer satisfaction
Studies have shown that the overall satisfaction of the guest in a particular hotel determines the likelihood of the client returning to same. The study identifies that the likely influences of the guest or customer satisfaction being room quality and comfort, staff services, security and amenities topping the priority list.

Customer satisfaction is very important for a hotel to survive. It is important to give prompt attention to the needs of the customer without delay. This could where a reservation or booking is concerned or even a room in a particular floor and facilities required, giving proper feed back and seeing that it is done at the time the guest checks in is very important. It could be very annoying for the guest to find out that his/her needs have not been met, and the guest could be put off about the hotel even before he enters. As such, delivering what you have promised, will gain the confidence of the customer.

An important factor in the hospitality industry, but sometimes goes unheeded is being friendly and approachable. The customer should be made comfortable, and they should be treated as if he is the most important guest in the hotel. A friendly and courteous approach will make the customer feel welcomed. As such at all times remaining polite is very important in the hospitality industry.

Maintaining customer service policies are priority. Do not treat one guest different to the other. In case, there are issues have clear rules, where the guest is not sent from pillar to post to sort out issue. Intervene, take the matter upon yourself and resolve so that the customer is aware that no matter what, the hotel will find a solution.

Customers feel important and recognized, when the hotel goes out that extra mile to attend to detail. Sending out personalized letter, rather than the normal standard hotel leaflets is a sure way to satisfy the customer. Make note of birthdays and anniversaries and other important events during their stay with you. If you had paid attention to detail, you would have these facts with you, or even at the time the reservation is made, the guest would have mentioned it to you. Complimentary notes, flowers or chocolates to the guest could ensure satisfaction. Anticipate your clients need, let it be a book, software, CD or even a requirement, making note of same and supplying it free of charge to the guest, will make the guest feel happy and content.

Some of these will be time consuming but cost effective, some will require just commitment. The existence of the hotel depends on the staff and the management and their approach to the needs and the wants of the guest. As such, taking note and making sure that the guest is satisfied at all cost, will in return bring success and revenue to the hotel.

Make note that one satisfied customer is adequate to promote the hotel to another. It is a chain, and the link starts with 'YOU'.
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