We do not need anyone to tell us just how competitive the accommodation industry is. We are probably all too aware of that fact. Of course, the exact nature of the competition you face depends on factors such as your location and the markets you are in. But given the current scenario, the low visibility with the poor reviews can have a damaging effect on your business. So here are the two most emerging angles you should focus on:
It’s clear that listing your accommodation service on various booking pages belong with coordinate with many travel agencies are always the top-of-mind ways to increase the organic availability for your business. So that, as the hotel|resort|homestay manager, your job is very challenging since you have to manage the booking operation closely and effectively to coordinate well with your partners while increasing the occupancy rate.
They are the angles for the importance of the reservation operation. And these are also the reasons why you should have and maintain the simple, specific and stable reservation system that can consolidate all bookings of your places across a multitude of platforms so that they can be organized and available right in front of you in one user-friendly page. Here are just a few barriers for your chance:
It’s clear that doing this job by hand would not only take tons of time, but it would also be time away from your guests, where you could be helping them enjoy their stay. So is it strong enough for you to visit POS Online reservation management solution? With POS Online, you can:
After you have the traffic for your accommodation service; if you do not do anything to deliver #Signatures of your sites, how can customers remember and leave the good review for your places? A recent TripAdvisor survey also emphasized this:
Let’s face this: your customers can only feel the signatures through their experience at your places. Thus, having the smooth reservation system is just the starting part of your job, now you need to spend more time to enhance the customer experience through their stay.
As the same with the F&B service, there are also two emerging elements of the customer experience that matter to your customers:
The check-in is also the welcome gate that will impress your guests in the first moment they visit your places. So if they see the mess in the check-in activity that causes the unfriendly on your staffs’ faces, they will have the not good feeling for your places. In another case, you make the guests feel entirely comfortable through their stay, but all things go wrong when your staffs have the mistake when processing the payment at the check-out.
Again, you can see the importance of the reservation system, and it takes the connection to the engagement of the guest with your place. Here are just a few things that can go wrong:
With POS Online reservation system that can connect with the point-of-sale in the restaurant|bar, you can handle these things well:
How do you approach and respond to the guests’ feedbacks? How do you recognize and filter the “real” feedbacks and “fake” feedbacks? It’s time to focus on the real and constructive feedbacks since these are most valuable ways to support your business to improve the customer experience.
And why not you collect and respond to customers’ feedbacks right after they use services at your place? This is ideally to solve their claims and escalations, change their views and win their hearts again before they come back home and leave reviews for your places.
With POS Online, you can have conveniently and accurate feedback from your real customers by “Scan to Feedback” feature:
In the end, your job is about considering their feedbacks to have urgent improvement. Let’s make your customer surprised when they still stay in your places or visit in next time.
In conclusion, the point is, appearing in the search result on booking platforms is essential but how your hotel|resort|homestay look is much more critical. Managing well the reservation operation to leverage all the traffic opportunities belong with build a strong customer experience that is supported by digital capabilities, smooth transaction, well-trained staffs, and in-depth data insight are critical. And if you do not want to miss the trend, you should start now.
After all, the brand already knows how to make customers feel full. Now the challenge is to make them feel engaged, understood, and wanted — to make them feel like a part of the community, even in locations they may never have visited before. When that happens, the accommodation can deliver a great experience that offers much more than the room.
As the individual maybe we cannot, but as the part of the community, we can together improve the customer experience through sharing, learning from each other. Let’s join POS Online community if you have the same mission with us.