“Customer is the most important person for a business. He is not an interruption to our work but the purpose of it. He is not an outsider; he is a part of it. We are not doing him a favour; he is doing us a favour by givinlg us an opportunity to serve him.”
It is evident from these insightful words that the place of the customer in a business is exalted. So let us turn now to a discussion on the strategies that can be used to manage customer relations. These are strategies ten. They are by no means exhaustive. They are merely among those that are most important. Customer relations involve three stages. They are before the guest has visited the hotel, during the guests stay at the hotel and after the guests stay at the hotel. In order to improve customer relations they need be improved holistically. They need to be improved during all three stages. Before the customer has visited the hotel he or she needs to be made to feel as if the hotel staff is eager to have him. As if they can wait to have him over to stay. During the stay the customer needs to be made to feel like royalty. As if his every whim and desire is a command issued forth by a king or queen. Discussed below are the ten strategies to manage customer relations and service quality.
First is guest recognition. This means learning more about the guest in order to serve them better. This part is spread out in to the first two phases. Some information can be acquired before the guest even arrives at the hotel. The more information the guest can acquire before the guest arrives at the hotel them better it is in fact. This means getting to know the guest preferences tastes and tendencies, and then remembering all this information. This information is to be used to better serve the guests. For example if a guest prefers to be left alone. Then leave the guest alone. The key is to keep a record of this information and make it easily and centrally available to hotel staff. This way even if a guest visits a different branch of the hotel the staff in that hotel will have access to this information. This will definitely improve the quality of the guests stay at the hotel.