Customer engagement primarily refers to the connection or alliance that the brand and customer share so, a highly engaged customer is likely to buy more and show greater brand loyalty. In the hotel’s best interests, it is best to build a sustainable relationship with their guests to bring significant hotel traction in the future. A satisfied customer will be keen to come back in the future and potentially refer the hotel to other people in their social circles. As such, how well you treat your guests will affect their response, particularly in terms of their royalty, involvement, and satisfaction with your hotel brand.
With the help of a customer engagement checklist, hoteliers can continually enhance guest loyalty. With this checklist, engage your guests during their stay to see higher guest return rates followed by an immediate improvement in guest loyalty.


While waiting might be considered normal, particularly during peak operational hours, making the guest wait longer than they should cause them to become frustrated. Therefore, it is always best to deliver promptly because that will lead to better customer satisfaction. A dissatisfied customer may never return and could even leave bad reviews about your hotel.
1. Introduction
Customer waiting time is one such factor that influences a hotel guests’ experience. So, when a guest approaches your desk and makes a request/inquiry, they are typically aware that they might have to wait till the hotel employee reverts to them. However, it is important to consider implementing an efficient management system regarding the waiting time for your guests.
2. Process
Standing in lines or even waiting to be tended to your inquiries are common occurrences in a hotel establishment. But on the other hand, the employees should be quick to respond to customers and try to accommodate their needs as promptly as possible. Failing to do so would entail delays in offering customer service, probably leaving the guest dissatisfied. To appease an unhappy guest is very difficult, and there is a chance that they may not revisit your establishment. As an employee, if you know ahead of time there will be a significant backlog, then offer a clear indication as to how much time the guest would have to wait.

3. Dos

  • Always be proactive and engaging with your customers and communicate with them effectively if you know there will be a delay.
  • If you sense that the customer is frustrated by waiting, simply acknowledge their presence and assure them.

4. Don’ts

  • Do not react negatively if a customer becomes upset over the waiting time. Instead, remain calm so that the issue can be resolved effectively.
  • Do not forget to make your customers feel comfortable while waiting, such as offering them a seat.


Customer engagement means that you value the customer enough to know what they want. Meeting the customers’ expectations will only reflect positively on your hotel and help you gain more traction. An engaged customer will be encouraged to visit again and may even recommend your hotel to other people.


Each hotel has a stipulated time within which a guest must receive their order.  Guests should not be made to wait long and must be served within the prescribed time to avoid a bad guest experience.


Quality of customer experience decides the fate of any business. It is particularly true for the hotel industry. Staff members should try their best to engage a waiting customer in conversation, help them, and not leave them unattended.