Personalized Services: The Key to Maximizing Productivity in Business Hotels
By: Rejith P R, Correspondent, Asia Business Outlook Team
The 21st century has underscored the significance of transitioning various industries online to capitalize on its advantages. The pandemic's beginning prompted a strategic shift across all sectors, including business hotels, towards a comprehensive online presence to attract customers. The Asian business hotel sector is experiencing robust growth, with projected revenue expected to reach USD 144 billion by the close of 2023. In this rapidly evolving business environment, time is paramount, with professionals being pivotal in utilizing hotel services for business-related activities. Business hotels must assume a crucial role in understanding their requirements and providing impeccable service to ensure customer satisfaction, ultimately leading to maximising productivity.
Biki Oberoi, Executive chairman of Oberoi Hotels & Resorts said that “You can make a hotel of pure gold, but no-one will visit unless you provide quality service”
Creating Guest Profiles
Guest, the revenue generator for business hotels, should ponder about the effective personalized services to keep the operations ticking. Building a guest profile makes a significant impact as it helps to know them better. Every hotel would have a customer relation management or customized one wherein the person's complete information is available. This system helps to retrieve the client information within seconds. Besides the data, it makes a prior stay history and contact details so that the concerned person can find the repeated guests and uniquely treat them. More information such as birthdays, their achievements, and their preferences and interests can be used in their future visits to make the interaction way better for a better experience.
Deliver Customized Diet
Providing the food menu based on the taste and preference of the guest can impress them, as it creates a thought in their mind that the hotel takes extra initiative in their personal matters and delivers services that are above their standards. This personalized experience will help the hotels convert their normal guests into loyal ones, and the guests will also refer this place to their potential contacts, which will boost productivity and fame in the competitive business landscape. The guest's favorite dish not only makes them happy but also reduces disruptions to their duties. The best way to gather this diet-related information is from the time they check-in, or it can also be performed through pre-arrival surveys, enabling them to prepare food according to their needs.
Efficient Check-in and Check-out
Not all visitors may book in advance and come to the place; there may be individuals who immediately walk into the hotel, asking for accommodations, and want to immediately settle down for their work commitments. Here comes the personalized way of treating the guest as if they booked and came: take all the required details swiftly and make their way to the room. Moreover, till the time they are in the hotel, ensure to deliver impeccable services in a personalized way, and during check-out, end the transaction with a smile and request a future visit, promising that the same experience will be available again. In this way, customer dealing can be done smoothly, which helps the hotel improve its productivity at a fast pace.
Facilities For Conferences and Meetings
These days, all the business hotels provide end-to-end services essential for business travelers. Although everything is offered, it may only create an impact if state-of-the-art facilities are given. From a business traveler's point of view, they would be required to host meetings on their client's request, and delivering presentations and conferences on-site is pivotal. For a better understanding, the hotel official should communicate effectively, ensure all the requirements are met well in advance, and provide an option for customization if the guest is sensitive. Besides, the room has to be flexible enough to accommodate several group sizes for a smooth gathering.
Tailored Concierge Services
How to deliver the best service and how the guest is satisfied comprehensively from check-in till they check out; This is where the business hotels should focus as it could affect their business operation. So, what needs to be done? They have to give their concentration on efficient concierge services as it can be crucial in increasing business travelers' productivity. Whether it be arranging pick up or drop, making reservations, and even giving recommendations for local services. In this way, the concierge team can value the time of guests and also help in lowering potential distractions.
All in all, the customers' expectations are changing. The industry should comprehend their needs to develop a revised strategy so that it will not affect their business. Moreover, there will be a smooth line of operation with high productivity by delivering the services of high-standard, well-equipped meeting facilities, and additional facilities to help customers lower their time. Finally, by focusing on these activities, business hotels can improve the current productivity rate in this changing world of business travel leading to high customer satisfaction.