Guest Engagement vs Guest Satisfaction in Hotels
Guest engagement and guest satisfaction are the buzzwords in the hospitality sector but what you should know is that both these notions are twin concepts and in hotel management they do frequently represent two different aspects and are not just common bearing. It’s vital for hoteliers from understanding the distinction between them for them to have hotel management system that is effective and sees their stayers’ experiences get enhanced.
In this blog post we will explore the small details that make the guest experience, how hotel managers use this to measure the guest satisfaction and how to take care of guest experience. Furthermore, what is the key difference between guest engagement vs guest satisfaction in hotels.
What is Guest Engagement in Hotels?
Guest Engagement is the term reflecting the guests feeling and experience that is created between the hotel and its visitors for the time period of staying at the hotel. It involves everything from the staff members direct interaction to the satisfaction of picking out what activities at the hotel one can indulge in. Guests who are engaged not only want to avail themselves of the hotel’s amenities, they also be on the lookout for areas where they can feel connected on a multilevel basis.
Strategies for enhancing guest experience include:
- Personalized Welcome: Salute guests when they get to the door and provide something special for them, this can be: welcome amenities or handwritten notes to give them the feeling of being honored.
- Interactive Experiences: Design activities that give guests a way to interact with the benecuities and services of the hotel, including cooking classes, guided tours or cultural workshops.
- Social Media Interaction: Get your visitor to advertise for you by encouraging them to post their experiences on social media and by tagging them in reposts (or use UGC), answering comments, and creating a hashtag specific to your hotel.
Read more: Best Social Media Marketing Strategy for Hotels
What is Guest Satisfaction in Hotels?
However, the emotional connection between the guests and the hotel is the wardable idea of guest engagement whereas guest satisfaction is based on the satisfying guest expectations. Its the indicators of whether the hotel does a good job and how it corresponds with the requirements and wishes of the guests. Contents guests might not be as enthralled as guests who are actively engaging, but they are happy enough with all that they have experienced in order to return to the hotel or recommend it to others.
Strategies for improving guest satisfaction include:
- Consistent Service Delivery: To guarantee a superior quality of service for all touch points of the guest hardly failing to meet and exceed the guest’s expectations as well.
- Prompt Issue Resolution: Resolve guest concerns and complaints in a timely matter exhibit an attitude towards achieving satisfactory guest experience and long term problem solving.
- Feedback Collection: Situation the surveys, comment cards, or online reviews among the guests on a regular basis, then use this feedback to figure out what areas for improvements. Finally, make the necessary adjustments.
Key to Success: Engaging Learners and Balancing their Needs
However, although guest engagement and guest satisfaction are two different general measures, they have a close connection from the point of view that there exists a mutual reinforcement. A patron actively involved during the stay is more likely to be happy and content while a pleased visitor may end up being a highly engaged promoter of the hotel. Through the utilisation of interaction and gratification, hotels can develop unique memories for guests that translate into loyalty, repeat business and good word of mouth
As a matter of fact, guest engagement refers to forming deep-rooted relationships and personalized feelings, whereas guest satisfaction entails completing guests’ expectations and meeting their expectations. With the knowledge on how to differentiate between occupancy rate and ADR, and implementation of relevant strategies to enhance both, hoteliers can offer their guests with extra-ordinary experiences that minimize the threats from the competition.
