If you're looking for a little inspiration for setting the Guest Experience strategy for your hospitality business, here's our top 3 goal ideas for 2022.
Would you like your team members to upsell more this year, or could the kitchen deliver dishes to spec with more consistency? Improving operations is a key goal to have, as it can have a direct impact on customer satisfaction, Net Promoter Score, and therefore your bottom line. To help you measure the impact of any changes you've implemented to training or processes, you may want to consider objective third-party audits, such as our Mystery Guest programme, for example. Mystery Guest audits can also help you identify any gaps in service that you may not be aware of.
NPS is a calculation rather than a rating. It’s used by many businesses across multiple industries, to measure loyalty. NPS is based upon the question “How likely would you recommend?”. Guests who score 9 or 10 are promoters, 7 or 8 are passives, and less than 6 are detractors. According to Doter, anything above 50 can be considered “Excellent” and anything above 75 “World-class”. HGEM's benchmark for the hospitality industry is 56.
If you're unsure on what your NPS is, implementing a Guest Feedback site is usually considered the best way to measure it as it is based on the sentiment of your real customers and the volume of data will provide a large enough sample size for accuracy. Having access to guest feedback also allows businesses to identify areas of opportunity, and taking positive action to improve your business will have a positive effect on the NPS.
Perhaps this is the year you want to get strategic with review management, ensuring reviews across all your channels, such as Facebook, TripAdvisor and Google, have been responded to, because you know the impact review management can have to your social scores and footfall. Luckily, review management doesn't have to be time-consuming, as there is plenty of software available, such as our Review Management module, for example, that can help you manage all your reviews from a central platform. Look out for features that also enable you to analyse patterns through charts and datasheets, and monitor statistics on responses and competitors.
We'd love to discuss with you how HGEM can help you achieve your Guest Experience goals, whether it's on our Top 3 list, or something completely different. Shall we have a chat?
