How to improve your hotel guest experience through continuous communication?

How to improve your hotel guest experience through continuous communication?


Communication with hotel guests is key to building brand loyalty. When customers aren’t emotionally connected to your brand, they may choose to stay somewhere else in the future. Guest writer Are Morch shares his tips for hoteliers

Customers are also likely to be influenced by different factors such as price, amenities and location. To forge a meaningful experience that resonates with guests and turn them into permanent parts of your hotel for life, employees need to focus on in-person, authentic conversations. Here are some tips for improving interactions.

1. Proactive approach

When you’re proactive, it means being aware of what guests expect from their stay. You can then tell them on another level if you can exceed their expectations. Anticipate their needs discover the reasons they stay in your hotel. This allows an opportunity to pre-stock rooms with perks and amenities. This will make their stay unforgettable. You need to streamline your processes and eliminate things that could lead to a negative experience. You can use the software available for this purpose. Communication can be online or personal.

2. Be responsive

You have to respond to negative comments and quick complaints. It’s essential that you or a team member immediately connect with followers online and develop a personal connection. In case someone mentions your hotel name in tags and tweets, you should comment to thank them. There will be negative reviews and complaints. There is no harm in apologizing publicly. Then move the conversation to private channels. The way you handle complaints will resonate with customers.

3. Establish regular interaction

You have to establish a connection with guests to maintain a regular level of interaction throughout the process. Immediately after booking a stay, you can send welcome emails as well as some advice and a booking confirmation for their visit. You can send out periodic email reminders before their arrival date to get them excited about the visit. Reassure them that you are committed to providing them with a positive experience. This enthusiasm must continue when the client arrives at the property.

4. Empower employees

Keep in mind that the front-of-house workers are the face of your brand. Their interaction and attitude with the customer are crucial factors in deciding whether the customer will visit the place again. Providing top-notch customer service is like bread and butter for the hospitality industry. This is where the hotel will have the opportunity to shine. This factor is especially important when many businesses claim customers through superior customer service. You need to provide proper customer service training, especially when you are a new business.

Digital convenience, the next essential in client experienceis a critical factor in determining how customers decide what to buy, what services to use, where to go, and who to engage with.

Start opening your hotel’s digital front door and offer them instant value with just one click! #oneclickaway

No app is required for the guest, and your hotel is configured to instantly provide a personalized guest experience.

5. Authentic interaction and personalized communication

Every interaction with your guest should be genuine and personalized. This must be true in all cases, whether they book the stay, stay at the property or after they leave. Encourage your employees to strike up a conversation with guests. Ask them why they are visiting the city and what they intend to achieve during the stay. Your employees can then give personalized advice on local activities and things you can do based on guest interest. Even online interactions should be genuine and as genuine as those in person.

6. Encourage good reviews

If you end up leaving a bad last impression, it’s worse than the first. Try to eliminate any surprises when the customer pays the last bill. This will help avoid leaving a bad last impression. It’s all about personal relationships when trying to get positive reviews for your property. It’s like an insurance policy against the bad guys.

Digital communication for hotels:

The world is now digital and every industry should update their working methods and bring them online. For hotels, there are several ways to make their communication digital and enhance their interaction with guests. Some of the ways to do this include:

  • One-to-one video chats.
  • Personal email
  • Direct messages on social networks
  • Messaging app with a live agent


You should use these tips for communicating with hotel guests. Keep in mind that how you interact with customers makes all the difference, especially when it comes to future bookings and brand loyalty. There are articles available online on hotel reputation management that are worth reading.

To you

The hospitality industry is constantly changing, especially in times of crisis. Make sure you future-proof your business and continue to attract new customers by investing in these solutions.

This article was provided by Are Morch of his Blog.

About Are Morch

Are Morch is a hotel marketing coach driven by his passion and love for hotels. He provides high-value dedicated social media marketing services for the hospitality industry. Along with her social media management team, her mission is to help hospitality brands achieve rapid growth and a dominant presence in the ever-changing digital landscape.

Kasandra J. Stone