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May 12, 2021

Listening to the Customer Can Reinvigorate the Hospitality Industry | Jon Farzam

Every business needs to listen to its consumers’ feedback and implement changes to suit their needs and interests. Every customer has unique traits, and a business must serve them well. Listening to consumers is among the best ways of receiving feedback.

In 2020, the COVID-19 outbreak hit the whole world hard, and every country was under lockdown. The pandemic affected many businesses, but the tourism and hospitality industry was the most affected. Everyone had to implement all safety measures. End of last year, a few countries uplifted the lockdown and allowed travel and tourism. Even though it’s limited, hotels have to survive. Locals and tourists need hotel services, and the best way for hotels to be effective is by listening to customers. Read on for more information on how listening to consumers can reinvigorate the hospitality industry.

Apprehend Customer Individuality

Consumers are different with unique traits ranging from opinions, needs, wants to socioeconomic backgrounds. As a hotel manager, it’s important to note the traits. Due to the corona outbreak, eating habits have changed. Many consumers prefer healthier foods to boost the immune system. As a result, it’s important to cater meals as per consumers’ requests. Ensure chefs and waiters are taking all necessary precautions before preparing and serving food.

Train Employees to Follow Guidelines

Every staff should follow safety measures to prevent the virus by sanitizing and washing hands regularly when attending to clients. Social distance has to be maintained and treat every client at a time. Many consumers wish for check-in processes and digital lock key methods to be efficient. Fortunately, this has been met by most hotels, reducing human contact. Hotels should be fast in advertising that they are compliant with safety measures as clients will book hotels that guarantee safety.

Be Open to Feedback

Ask consumers to give feedback on the services received. If there are complaints, listen to them and improve. Feedback can be provided through different forms such as handwritten or online questionnaires, focus groups, asking questions frequently, and social media sites. Feedback from consumers is necessary because they feel valued. Effective feedback improves an industry making it more efficient.

It’s essential to listen to customers, more so during the pandemic. The best way a hotel can survive is by adhering to all safety measures daily. All consumers are after the best services. If hotels can provide this, then consumers will be fully satisfied.

Article originally published at JonFarzam.com

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