In addition to their traditional room services, hotels today provide its customers with a variety of other services. To name a few these may include salon services, spa services, city tour services, etc. However, to improve the quality of service one must adopt the practice of collecting feedback on the service provided as well.
This not only gives the service provider insight on the quality of the service but also tells them ways in which they could improve on these services. Once a request for the service has been placed the follow up can start even before the service has begun! It could include calling the customer and confirming the venue and timing of the service. This makes the customer’s experience even better. Once the service is over, a short survey should be conducted related to the quality, duration, price along with relevant questions should be mentioned. A letter of appreciation can also be forwarded to the customer on completion of the service.
Letter Writing Tips
- Tone – You need to have a polite tone that engages the customer to read further.
- Short and precise – Make sure not to make the letter to long or have just plain words there that are unnecessary, the letter should be brief but informative enough so the one who is receiving the letter so that you understand it. Be straight forward to the point.
- Information- Relevant information such as the timing, date and venue of the service should be mentioned. Contact numbers along with an active email ID should also be given for reference.
- Format– The follow-up letter could have a specific format such has that of a check box along with the provision to rate each aspect of the service.
Template
Follow the template given below to customise your letter
Sender’s Address (3 lines)
Date
Receiver’s Address (3 lines)
Subject:
Respected Madam,
We thank you for availing the (type of service) service from us on the (date). Your hour-long service was conducted in (venue) of the Sept Land Hotels at (time)
We were delighted to serve a kind customer like you and hope to serve you many times more in the time to come. As a token of our gratitude, we present you with a voucher of (Quote Figures) which you can use the next time you avail our service.
We would like to take a moment of your time by asking you to rate us on the given parameters. Please rate us from 1-5, with five being the highest.
- Quality
- Price
- Duration
- Ambiance
- Hygiene
We hope to hear from you again.
Thank you
Team Spa
Sample Letter
Team Spa
Sept Land Hotel
Mumbai-123456
21st March’17
13 House Flat
Worli Road
Mumbai-123445
Subject: Service Follow-up
Respected Madam,
We thank you for availing the Thai spa service from us on the 20th March’17. Your hour-long service was conducted in room no. 919 of the Sept Land Hotels at 5 pm.
We were delighted to serve a kind customer like you and hope to serve you many times more in the time to come. As a token of our gratitude, we present you with a voucher of INR 300 which you can use the next time you avail our service.
We would like to take a moment of your time by asking you to rate us on the given parameters. Please rate us from 1-5, with five being the highest.
Quality
Price
Duration
Ambiance
Hygiene
We hope to hear from you again.
Thank you
Team Spa
Email Format
If you wish to conduct the follow up via email, the follow the sample given below
To: Receivers@email.com
From: Sender@email.com
Subject: Service Follow-up
Respected Madam,
We thank you for availing the Thai spa service from us on the 20th March’17. Your hour-long service was conducted in room no. 919 of the Sept Land Hotels at 5 pm.
We were delighted to serve a kind customer like you and hope to serve you many times more in the time to come. As a token of our gratitude, we present you with a voucher of INR 300 which you can use the next time you avail our service.
We would like to take a moment of your time by asking you to rate us on the given parameters. Please rate us from 1-5, with five being the highest.
Quality
Price
Duration
Ambiance
Hygiene
We hope to hear from you again.
Thank you
Team Spa