The hospitality industry is constantly progressing. In order to keep up with its competitors whilst providing guests with a service that meets their expectations, hotels are ceaselessly rethinking on how to proposition themselves.


In what has essentially become a ‘Customer First’ culture, listening to your guests is of the utmost importance. With the unyielding presence of social media linking potential customers with one another, this holds particularly true.


However, in the haste to remain a cut above the competition, something gets lost in the transition – Neglecting the most important aspect of the business itself – The customer. This could lead not only to the loss of a long-standing patron, but also to poor guest feedback, which in turn may disenchant your potential future customers as well.

Hospitality is defined as a relationship process. Therefore, your relationship with your guests depends on how well you not only listen to them, but respond to their feedback too. The primary goal of the hospitality business is to provide exceptional service and experience. And the way to do this is to listen to your guests – And act on it!

In order to do this, a well trained staff is important. They should be able to not only handle guests’ complaints, but anticipate potential issues and rectify them as well. In order to do this, employees should be given constant motivation and incentives which will make them take initiative and go the extra mile for a customer.


Constantly striving to provide a better offering to ones patrons cannot be done if you do not listen to your guests. It is important to encourage customer feedback for a host of reasons:

  • It shows that you do not shy away from criticism and maintain a largely transparent management.
  • The guest feels that their opinions are valued and will lead to a good rapport amongst you.
  • Represents to the customer that you are open to change in order to provide them with a better service.

Encouraging your guests’ feedback and listening to them however is not enough. It should be a conversation. One must ensure that you can empathize with the problem or viewpoint and respond. Take measures to tackle the said issues, and let your customers know about the action you’ve taken. This ensures your customer that you do indeed value their opinion and their business and creates a bond of trust. This allows you to better your service and provide an enduring and enjoyable experience to all guests. All that you need to do in order to achieve this is to listen to your guests.


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