Summary
- A common trap many new hospitality industry professionals fall into is thinking that they know better than their customers.
- If the guests don’t want what you’re selling, then it doesn’t matter how good it is.
- Making money is more than just attracting new business; it’s also about creating an efficient operation that doesn’t waste time or resources.
The hospitality industry is competitive, and hospitality professionals study hard to become experts in their field. They learn about different cultures, cuisines, service styles, and table settings.
They know how to make small talk and build rapport with guests. They understand the ins and outs of event planning, marketing, and accounting. But there’s one thing that even hospitality veterans can’t always predict: the guest experience.
The only way to do that? You guessed it: guest feedback!
In this article, we’ll explore why guest feedback is so crucial in the hospitality industry. Let’s dive in!
Hospitality Industry: What’s the Big Deal with Guest Feedback?
No one thinks that guest feedback isn’t important, but we’re going to go one step further here.
Guest feedback is the most important tool that a hospitality business has at its disposal—nothing else even comes close!
Guest feedback is a direct communication line with guests
A common trap many new hospitality professionals fall into is thinking that they know better than their customers.
This might be true in some cases. For example, you’d likely have a better idea of which wine pairs well with a certain dish than your average guest would.
But when it comes to the bigger picture of what guests want, there is no higher authority than the guests themselves. Sure, your recommendations might be “better” in some objective sense. But if the guests don’t want what you’re selling, then it doesn’t matter how good it is.
This is why guest feedback is so important. It’s the best way to find out what guests want from their experience with your business. Do they want more choices on the menu? Faster service? More attentive staff?
Guest feedback helps you avoid the guesswork that trips up so many hospitality businesses. When you have feedback from guests, you know exactly what they want and can make changes to give them the best possible experience.
Guest feedback can help you identify core problems
Even the best businesses have room for improvement. But it’s often hard to see those improvements when you’re so close to the day-to-day operations of your business. This is where guest feedback comes in handy again.
Guests are often more aware of small problems that can make a big difference in their experience. Maybe the music in the dining room is too loud. Maybe the bathroom needs a different kind of soap. Maybe the waitstaff could be more attentive.
Hospitality businesses often overlook these small details because they’re so focused on the bigger picture. Don’t make this mistake! These small problems can have a big impact on guests’ experience of your business. Use guest feedback to identify these problems and make changes to improve the guest experience.
Guest feedback can help you create a loyal customer base
One of the first things they teach you in hospitality industry and school is the importance of repeat business. It costs far less to keep a customer than it does to attract a new one.
Think about it from your guests’ perspective.
In a world where businesses are constantly trying to upsell and add fees, it’s refreshing to find one that listens to its customers. When you make changes based on guest feedback, you create an environment of trust and respect. This is the foundation of a loyal customer base that will keep coming back, again and again.
Guest feedback can help you improve your bottom line
At the end of the day, all businesses are in it to make money. But making money is about more than just attracting new business. It’s also about creating an efficient operation that doesn’t waste time or resources.
This is where guest feedback can help in the hospitality industry. When you have feedback from guests, you can pinpoint exactly where your business is falling short and make changes accordingly.
Every hospitality business is different, so there’s no one-size-fits-all answer to this question. The best way to get feedback will vary depending on the type of business you have, your customer base, and your resources.
Make it easy for guests to give feedback
The easier you make it for guests to give feedback, the more likely they are to do it. This means having a system in place that makes it easy for guests to share their thoughts and ideas.
Encourage all guests to give feedback
While some guests make it their mission to tell you what they think, others are more reserved. It’s important to encourage all guests to give feedback, not just the ones who are vocal about it.
You may want to consider incentivising feedback with discounts or special offers if you’re having trouble getting guests to participate.
Use a variety of methods to collect feedback
Surveys, comment cards, and focus groups are all great ways to collect guest feedback. But don’t limit yourself to these traditional methods. Consider using social media, email, or even text messaging to collect feedback from guests.
Conclusion
It’s all too easy to think that you know what your guests want. But the truth is, you don’t know what you don’t know. That’s why guest feedback is so important for the hospitality industry. It’s the best way to get an unbiased look at what guests really think of your business.
Don’t be afraid to use guest feedback to drive change in your business. Remember, it’s the foundation of a loyal customer base and a successful bottom line!
Secure your Hospitality Diploma at Edison College
If hospitality seems like something you’d like to turn into a career, apply at Edison College. With the right skills and knowledge, you’ll be prepared to not only meet guest expectations but exceed them.
Edison College offers a 48-week diploma in Hospitality & Tourism Management. The program is designed to provide students a solid foundation in the hospitality and tourism industry so that they can have a successful career in the industry.
After the COVID-19 pandemic, the hospitality industry has rebounded strongly in Canada. The government of Canada is also realising the potential of the hospitality industry in creating new jobs.
Experts say the tourism industry in Canada is expected to grow faster than the overall economy in the coming years.
Contact us for more information.
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Written by Edrian Blasquino
