Many customers will start planning their holidays for 2020 in the near future. These holidaymakers are currently comparing hotels and a lot may be unclear before the journey. The customer now expects a quick and competent answer to his questions. This is the perfect opportunity for you to demonstrate your service mentality and that your focus is really on the customer.
In the digital age, customers and guests place high demands on corporate communication. One is used to being able to communicate directly and in real time with companies of all kinds via social media. But not only the standards for customer communication have changed drastically as a result. In the service sector, too, the regular overfulfilment of expectations, for example by delivering goods well before the announced deadline, has led to a change in the customer's perception.
However, this does not have to be a disadvantage - on the contrary. Here you have the chance to gain a decisive advantage over your competitors without significant additional effort or costs:
On HolidayCheck, guests and interested visitors have the opportunity to ask questions about your hotel. Frequently these are questions about the equipment of the hotel, but more and more frequently also about the surroundings, the leisure possibilities and further various topics. The HolidayCheck community is always ready to help out and usually responds pretty quickly. Questions such as "Is there an indoor pool?" or "Is there an ATM nearby?" are gladly asked and answered by the community to the best of their knowledge. The option of additionally classifying an answer as 'helpful' increases credibility.
However, these answers are not always very detailed, not always exact and sometimes questions are asked which cannot be answered by the community. Answers from the community carry the risk of being subjective and not in the interest of the hotel. So make sure you take the opportunity to actively counteract this. A friendly and factual correction to certain questions from the point of view of the hotel itself not only prevents misunderstandings, but also shows that you take the concerns of your clientele seriously. This also applies to comments on questions and answers which can be corrected by the hotel.
No different than at the hotel's own reception desk you have the chance to respond directly to the wishes and needs of your guests. You even have the advantage of being able to provide good service before their holiday and proving your hospitality. Therefore the guest feels more valued and taken seriously. By having the questions answered directly by the hotel in public and visible to everyone on your hotel profile, you can cast a good light on your hotel and therefore give your hotel profile more credibility.
There is a lot to consider when dealing with customer questions online. Both the questions and the answers are visible to every user and can have a positive or negative impact on the customer's perception of your hotel. More and more customers expect individuality and a personal relationship with their business partners from today's corporate communication. Addressing the customer by name, reacting promptly to comments and questions and responding to personal wishes are the minimum requirements for successful communication.
In order to implement all this, we have summarised some tips for you here:
Here is an example of a successfully answered question:
Try it out and answer customer questions in the Business Center now!