Enhancing Customer Experience
through Rooms Division
17/11/2024
Aims and Objectives:
• Illustrate the steps in the guest cycle including best practices in
the industry
• Understand the importance of Customer Satisfaction in the
Rooms Division
• Identify the role of employees in meeting and surpassing Guest
Expectations
• Exhibit best practices to optimize positive Customer Experience
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Customer Experience through better Customer Servic
Customer service is the attitude of how you treat your customers,
hotel guests, or visitors who interact with your business, facilities and services.
It is the provision of service to customers before, during, and after a purchase.
A way of demonstrating respect, gratitude, promptness, and dependability to
customers.
It requires a proactive approach, communicates/reflects your brand’s essence
and should deliver a quality experience
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Customer Experience through better Customer Servic
According to a research carried out by Forbes,
35% of customers will pay more for great customer service,
while 34% of customers will not return if their needs are not met.
81% of customers will share their experiences with others on social media
What does this imply?
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Customer Experience through better Customer Servic
Studies have shown that when it comes to customer care and service,
men and women have different needs and expectations.
Hoteliers need to tailor their services adapted to both men and women
at all stages of the booking process for a great customer experience.
In-House
Arrival Departure
Pre-Arrival Post-Departure
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Importance of Customer Service in the Hospitality
Industry
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Importance of Customer Service in the Hospitality
Industry
Customer service is one of the most important factors
when it comes to choosing a hotel
A study conducted by Cornell University found that only 41% of consumers
are generally satisfied with customer service
Customer service also and especially, refers to the support and assistance
that hotels provide to their customers
Customers expect businesses to solve problems, anticipate needs and provide solutions
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Importance of Customer Service
Customer service and service quality should be prioritized the highest
in the hospitality industry
Customer Satisfaction
Repeat Customers/Brand loyalty
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Guest Cycle – Rooms Division
Activity: In Teams identify and list all the services involved at each stage of the guest cycle below
5. Post-Departure
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Guest Cycle – Quiz
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Guest Cycle – Quiz
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Guest Cycle – Quiz
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Guest Cycle – Quiz
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Guest Cycle – Quiz
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Improving and Enhancing Customer service
91% of unhappy customers are likely to never use your services again
(Liveworkstudio)
According to RightNow's Customer Experience Impact study,
at 82% the top reason customers would stop using a business
was rude and incompetent staff
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Improving and Enhancing Customer service
...and other
reasons
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Improving and Enhancing Customer service
The No. 1 objective of any business should therefore be to have Happy Customers.
The 4 levels of Customner Satisfaction
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Ways of Enhancing Customer Service and Experience
1. Best way to know how 1. Create a customer
satisfied are your 1. Solve for the customer, 1. Omnichannel is a mix of
database, overtime identify focus on solving the
customers digital and classic
and segment your problem
2. Good reputaion will customers 2. Leverage emotional
attract more customers 2. Track sales and gather intelligence
3. By asking guest insight about your products 3. Let the customer know
questions and services you’re on their side
you can identify 3. Point system or rewards, see 4. Set and manage
problems how they interact with those expectations, id can’t
and fix them 4. Social media, app., email solve let them know 18
4. Use the info. to your can tell you a lot about how what you can do
upgrade service they feel
Ways of Enhancing Customer Service and Experience
1. Create a good first 1. Solving guest problem 1. It all about providing 1. To know what they like
impression faster is so crucial a wonderful guest and what is really working
2. Make it personal, use their 2. Each department’s experience 2. Listen to your guests and
name employee should 2. Less than expected will respond quickly to their
3. Make your guest feel acknowledge what impact the brand legacy problems
special others do which can be devastating
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4. Provide additional amenities
Benefits of training staff
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Enhancing Customer Experience
through GREATER Customer Servic
Customer service today is not about telling people how great you are
or giving figures to prove it!
It’s about creating memorable experiences that do the
talking for you.
All you need to remember is to:
• Take your time
• Connect with the customers
• Do more than they would expect
• Empower your people to go the extra mile
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References
Chaturvedi, S. (2021). The Four Levels of Customer Satisfaction - SmartKarrot Blog. Smartkarrot.com.
Retrieved 12 September 2022, from https://www.smartkarrot.com/resources/blog/levels-of-customer-satisfaction/.
Customer Service KPI Examples - The 12 KPI Metrics You Need to Track!. Cascade.app. (2021).
Retrieved 13 September 2022, from https://www.cascade.app/blog/kpis-customer-service-teams.
Taylor, M. (2022). How to Exceed Customer Expectations (with 3 Examples). Superoffice.com.
Retrieved 12 September 2022, from https://www.superoffice.com/blog/exceed-customer-expectations-2014/#comments.
Rana, J. (2022). Ways to Improve Customer Service in the Hotel Industry. REVE Chat.
Retrieved 12 September 2022, from https://www.revechat.com/blog/customer-service-in-hotel-industry/.
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Rooms Division Assessment
this Afternoon
In Class 1hr Written Exam
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