How to Improve Hotel Guest Satisfaction with 10 Proven Strategies

From booking to checkout, today’s hotel guests expect a seamless experience, regardless of where they stay. Nothing less will do. Research supports this, indicating that “personalized services” and “modernized amenities” can have a significant impact on guest satisfaction. If a hotel fails to deliver the superior experience guests are looking for, that can negatively impact guest loyalty, online reviews, and even revenue intake per available room.

Ready to take their guest experience to the next level? Continue reading because we’ll cover practical ways to improve guest satisfaction, including how to enhance your establishment and facilities, service quality, and payment infrastructure and processes. 

Why Guest Satisfaction Drives Hotel Success

As the saying goes, “A happy guest is always best.” Satisfied guests often want to share their experiences with future guests by leaving a positive review online. Of course, positive guest reviews can boost your hotel’s rankings, making it more visible in search results across major search engines, such as Google and even online travel agencies (OTAs). Greater visibility (and higher ratings) position your hotel as the go-to place to stay, positively influencing booking decisions.

When guests enjoy their stay, they’re more likely to choose your hotel again in the future, securing their loyalty. With so many alternative locations to choose from, guests will remember the best-in-class experience they had, making them more than likely to choose your establishment over your competitors.

What Today’s Travelers Expect From Their Stay

Today’s guest expectations look nothing like they did ten or fifteen years ago. With rapid technological advancements and a growing customer demand for a seamless and memorable experience, hoteliers worldwide are striving to exceed guest expectations, not just meet them.

To do this, they’re taking a holistic approach, tackling an ever-evolving list of priorities. Besides offering guests superior levels of cleanliness and comfort, they’re focusing on delivering the most modern, personalized, and convenient guest experience possible. Innovative, guest-first technology holds the key to delivering the superior experience guests expect.

Offering guests mobile check-in capabilities, self-service amenities, and contactless services are just a few ways hoteliers are rising to the occasion. Providing guests with flexible payment options across all touchpoints in the hotel, including restaurants, spas, and other on-site venues, will also hand-deliver a more seamless and convenient experience. 

Let’s explore ten of the best ways your hotel can provide a world-class guest experience.

10 Easy Ways to Improve Hotel Guest Satisfaction

1. Streamline the Check-In and Check-Out Process

When guests arrive, they’re eager to get to their rooms, stow away their luggage, and get their stay started without delay. Streamlining your check-in and check-out processes will allow guests to avoid long queues and wait times at the front desk.

A fast and efficient first impression will set the tone for their entire stay. Here are some of the best ways to expedite the check-in and check-out process:

• Offer mobile check-in capabilities. 
• Install self-service kiosks (like ReadySTATION® kiosks) that allow for fast and convenient arrivals and departures.
• Leverage the smart TVs in their rooms to display their room and room service bills and to check out easily.
• Provide guests easy access to their rooms and on-site amenities with keyless access capabilities.

2. Personalize the Booking and Pre-Arrival Experience

Creating a personalized booking and pre-arrival experience demonstrates to guests that your establishment values their individual preferences, particularly for guests who’ve stayed with you in the past. Consider leveraging guest data to tailor your pre-arrival emails based on their past preferences or booking behavior. For instance, if they’ve sought a room upgrade in the past or requested a city or beachfront view upon arrival, you could pre-empt any future requests by offering this as a free complimentary upgrade before arrival.

You could also use any pre-arrival emails to give guests a glimpse into their stay. For example, you can set expectations (e.g., housekeeping times, on-site restaurant specials, and post-dinner entertainment, etc.). Include any potential upsells, such as in-room spa services or dinner-and-stay packages that will enhance their experience. Local tips are also welcome for guests who may want to venture out and explore the area.

Be sure to also offer a ‘know-before-you-go’ FAQ section on your website and send it in your pre-arrival emails, where guests can easily access information on your amenities, offers, and logistics regarding their stay. Check out this example from SeaWorld on how to create a comprehensive FAQ section for your guests:

3. Ensure Cleanliness and Room Readiness

The last thing any guest wants to see when entering their room for the first time is an unmade bed and used towels on the bathroom floor—clear signs the room hasn’t been serviced. A clean and hygienic guest room is a non-negotiable, not to mention the bare minimum standard, when it comes to creating a positive guest experience. 

Mandate proactive quality checks for your housekeeping department before guests arrive. Also, consider giving guests access to a housekeeping checklist for transparency, displaying what staff have done to ensure the room is in tip-top shape. You could also post a visible yet discreet visual indicator that the room has been serviced and ultimately sanitized.

4. Train Staff to Be Proactive and Friendly

Your hotel staff are customer-facing ambassadors for your brand. What they do (or don’t do) reflects on the ethos of your establishment. Training staff to be friendly and proactive in anticipating guests’ needs can make or break whether guests enjoy their stay. 

The key is to ensure that all staff across the establishment—from the front desk to the spa or restaurant/lounge—carry the same level of institutional knowledge as well as tone and consistency.

Even the basics, such as mandating that staff offer all guests a warm welcome, can set the tone for their stay. Not to mention that it’s an effective way to make guests feel comfortable right off the bat, giving them peace of mind that the staff will take care of their needs.

Requiring staff to be proactive in anticipating guests’ needs is another tried-and-true way to show guests that their needs and preferences matter. For instance, your staff could do the following:

• Offer to transport luggage to the guest’s room while guests relax in the lounge.
• Inform guests of the selection of toiletries you have on hand in case they forgot anything from home.
• Let guests know what time the restaurant stops serving and the bar closes if they want to remain on-site.
• Disclose the possibility of a later check-out time, in case they prefer one.
• For large parties, staff can offer extra towels and toiletries.

5. Proactively Collect and Act on Feedback

To give your guests the experience they’re hoping for, it’s best to discover what they’re looking for in the first place. Collecting and analyzing guest feedback will enable you to tailor the guest experience to their individual stay. You don’t need to wait until they check out to solicit their feedback, either. Instead, ask for (or even incentivize) their feedback at multiple points throughout their stay, such as when they’re in the lobby bar or after they’ve received room service.

Collecting their input doesn’t need to be complicated. Set up short, in-room QR-code surveys or send a follow-up email to discover what they thought about their stay while it’s still fresh.

If you discover any issues, especially after reviewing their feedback, it’s vital to close the loop by addressing these issues quickly and transparently. Depending on the circumstances, you could follow up with the guests and offer a voucher or incentive that will encourage them to return in the future.

6. Create a Cohesive In-Room Technology Experience

When your guests are at home, they most likely have access to smart TVs, fast Wi-Fi, and other modern conveniences. So, when they stay at your hotel, most are expecting this and more. Give them a comprehensive and cohesive in-room experience with the latest technology and modern amenities, including:

• Mobile app for special requests, room service orders, housekeeping needs, and more
• Smart TVs that broadcast on-premise entertainment, dinner specials, and hotel events.
• A voice assistant where guests can make requests to staff hands-free
• Offer fast and free WIFI, sans complicated log-in requirements

7. Celebrate Special Occasions and Guest Milestones

Some guests may choose your accommodation to celebrate a birthday or some other special occasion. We recommend collecting key data —anniversaries, birthdays, and more—during the booking phase or through a post-stay survey, so that you can make their stay extra special.

Small gestures, such as a free room upgrade or gift voucher for your on-site bar or restaurant, can go a long way. Perhaps, fresh strawberries and a bottle of champagne for those celebrating their anniversary, or even just to welcome your most loyal guests, will show them how much they mean to your business. Any surprise, big or small, will make their stay memorable and could lead to positive reviews and repeat stays in the future.

8. Build Strong Local Partnerships for Unique Guest Perks

In addition to being familiar with your hotel’s amenities and offerings, staff should also be knowledgeable about the local area, including restaurants, nightly events, and attractions that will appeal to guests. Partnering with local restaurants and venues that guests would enjoy is a simple way to offer a well-rounded and memorable guest experience.

Such partnerships and collaborations could yield exclusive discounts or packages for guests. In addition, collaborating will benefit your business and the restaurant or vendor you’re working with. Promote these exclusive perks on your booking site and in your welcome materials. Ensure that your concierge and other front-desk staff are up-to-date with the latest offerings and encourage them to share this information with guests at check-in and throughout their stay.

9. Make the Hotel Accessible and Inclusive

Ensuring your hotel is accessible for all guests transcends wheelchair ramps and other ADA requirements. Offering thoughtful and inclusive amenities and services will make every guest feel welcome and valued.

In addition to posting clear wayfinding signage and employing multilingual staff, consider equipping rooms with sensory-friendly features such as dimmable lights, blackout curtains, and more. For guests with dietary restrictions, curate a special menu of carefully chosen options that accommodate any allergies or food sensitivities.

When settling up their room or restaurant/bar tab, it’s important to remember that not every guest will have access to a bank account or traditional credit card. Offering accessible booking platforms and inclusive payment terminals, such as on-site Cash-to-Card® Kiosks, will accommodate cash-only and cash-preferred guests throughout your establishment.

10. Offer Seamless Payment Options Throughout the Property

The last thing guests want to do is queue in a long payment line at the front desk, restaurant, or any other hotel facility. They want fast and flexible ways to pay throughout your hotel.

In addition to traditional payment methods, such as cash and debit or credit cards, make their payment experience seamless with contactless or even mobile payment options.

Ready Credit’s prepaid debit cards are a practical way to serve guests who prefer using cash while giving them the same secure and speedy payment experience as every other guest. Load-to-wallet programs are another way to accommodate guests who prefer cash or who want to use Apple Pay or Google Pay,  helping your establishment stay modern without excluding anyone.

Make Loyalty Programs More Meaningful and Easy to Use

Incentivize guests to return over and over again by implementing a loyalty program. It should be easy to join, with clear terms and conditions, as well as straightforward instructions on what guests need to do to redeem their rewards.

A tiered-rewards system will encourage guests to return, as they’ll be working towards a bigger perk after each stay. You could start by offering complimentary upgrades or a free drink at the bar on the first level, before offering exclusive discounts and free stays to your most loyal guests.

For ease of use, link each guest’s loyalty account to their account on your mobile app. Doing this will give them clear access to their rewards and even personalized offers or recommendations, encouraging them to book their next stay.

For added value, consider teaming up with local businesses and attractions that will appeal to guests and invite them to book with you when they’re in the area in the future.

Bridge the Gap Between On-Site and Post-Stay Experiences

Just because your guests check out, doesn’t mean you shouldn’t remain in contact with them long after their stay. Integrating a guest survey or review prompt into their final invoice or email receipt will encourage timely feedback. 

Sending a personalized follow-up message  to show your appreciation and seek their feedback comes with a host of benefits, including:

• Unique insights into guest data and preferences so that you can tailor future promotions to meet their expectations
• Personalized post-stay feedback can inspire positive reviews and drive repeat bookings down the road.
• Improves guest loyalty and retention.

How Ready Credit Helps You Prioritize Guest Satisfaction Every Day

While it’s true that you may not always please every guest, you can prioritize guest satisfaction on a daily basis. The fact that expectations continue to evolve due to technological innovations and personal preferences may seem daunting. 

But it doesn’t have to be. 

Ensuring staff maintain consistency at every touchpoint—from pre-check-in to check-out and post-departure communication—will set the bar high. Collecting on-site and post-stay feedback will also keep staff in tune with guest expectations, particularly their desire to have the best possible stay.