Do you know what pain points guests will have when they stay in the hotel?

As a service industry, the hotel industry will always meet all kinds of guests in its daily work. Every guest will have different requirements for the hotel. Among them, how to find and solve the pain points of guests in time is a compulsory course for every hotel person. After all, the competition in the hotel industry is fierce. If you can't improve the satisfaction of the guests, it is impossible to keep them. In other words, guests will be taken away by hotels with better service.

If you want to improve the satisfaction of guests, you need to pay attention to what pain points guests will have during their stay in the hotel and respond at the first time. Under normal circumstances, guests will have the following five pain points during their stay in the hotel.

First, sound insulation affects rest.

The influence of sound insulation is a problem that many guests are very concerned about, and it is also a pain point for guests. How to minimize the impact of noise has become a problem that hotels need to solve. For example, if the pipeline transmits sound, you will hear the sound of running water in the next room; There is no sound insulation cotton in the doors and windows, which will also let the sound in the corridor affect the rest of the guests ... and so on.

Second, the safety of hot water kettle

Due to various reports, guests have a kind of resistance to the hot water bottle in the hotel, and subconsciously think that the hot water bottle is unsanitary and unsafe. If the hotel can solve the pain points of the guests well, it will definitely enhance the trust of the guests in the hotel. For example, the hotel can disinfect the hot water kettle in the cold storage in time, and at the same time make a prompt of "Please feel free to use it after disinfection".

Third, linen is unsanitary

Most guests are skeptical about hotel linen. Some people prefer to bring their own towels and never use hotel linen. Therefore, it is very important for the hotel to convey the message to the guests that our linen is absolutely hygienic and safe after multi-layer washing. After all, if even linen worries guests, then guests will not be assured of other services provided by the hotel.

Fourth, WIFI is slow.

Professor Zheng has seen the most bad reviews on an OTA platform, all about WIFI speed. Although, almost all hotels offer free WIFI service. However, many hotels' WIFI is useless. WIFI has links, but the Internet speed is about zero, which will seriously affect the guests' stay experience.

Five, breakfast time

At present, most hotels in the market provide buffet breakfast service, which usually starts at 7: 00 in the morning. However, for some business people, for various reasons, they may not have time to experience the buffet breakfast service. If the hotel can prepare a simple breakfast for these people, it can not only avoid the waste of buffet, but also gain a good reputation from the guests.

Nowadays, guests have higher and higher requirements for hotels. If the pain points of the guests cannot be solved, the guests will be lost and the occupancy rate of the hotel will be reduced. Therefore, in the process of hotel service, we must be good at digging the pain points of guests and making the best solutions. If a guest has too many pain points, we can also sort them by priority, focusing on solving his core pain points first. If a hotel wants to keep its guests better, the most important thing is to be good at finding and solving the pain points of guests.