Hoteliers and restaurateurs are losing millions by not answering the phone

13th October 2010, 8:00am

Hotel owners are restaurateurs are missing out on millions of pounds worth of business by failing to carry out basic business processes such as answering the telephone, according to tourism expert iknow-uk.

iKnow-uk is warning hoteliers that by simply not being flexible enough, not answering their telephone and being late in responding to enquiries from potential customers, they could be missing out on their share of millions of pounds worth of business.

The company has found that 8.3% of hoteliers don't answer their phone the first time they are called by a potential customer, and is urging accommodation providers to get their front of house in order to ensure opportunities aren't missed.

Marcus Simmons, managing director from iknow-uk, said:  "It's crazy that business owners are investing so much time in running their establishment yet are missing out on easy opportunities to get people through the door.  You could have the best hotel in the world but if no-one comes to stay then you might as well call it a day.

"Feedback from holidaymakers is that if a hotel telephone goes to answer machine then they will usually call a different establishment rather than leave a message.  That's an easy opportunity missed.  

"Owners of small hotels might well point out that they are unable to be in their establishment 24-7 but by simply forwarding the main telephone number to a mobile when out and about they could cash in on valuable business that is currently being missed."

iknow-uk has also found that restaurants are missing out on bookings by being unavailable to take calls at times that are traditionally out of hours to them, such as mornings or mid afternoons.

Some 62% of people questioned had tried to call a restaurant to book a table, only to find that they were closed, and as a result 48% decided to favour convenience and book with a different company altogether.

Simmons added:  "These figures show that there is a significant amount of business there for the taking, and by getting the basics right hoteliers and restaurateurs can make sure they get their fair share of it."

"In this difficult economic climate, every penny counts, and small changes could make a big difference to the bottom line."

Related Articles:

• 13 Oct 2010 - Filmstar Johnny Depp challenged to tour UK's best restaurants
• 08 Feb 2010 - Lack of flexibility is costing restaurants millions

Click here to submit a comment!

Emma

17 October 2010 at 1:50pm

Using a live call answering service (like NoMissedCalls.co.uk) is a cost effective way to ensure every call is answered professionally and promptly by a real person. Such services help portray a good first impression to callers and mean no missed business opportunities.

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