As a hotel operator, you are well aware of the fact that your business is only as good as your guests think it is — if they aren’t satisfied with you or the services that you provide, then, your Hotel is going to be deemed unsatisfactory. If this were to be the case, you’d have a hard time attracting people to your premises going forward, that’s for sure.
For this reason, your guests should be at the front of your mind with regards to everything you do. More to the point, their satisfaction should be what you strive to achieve at all points. If this means improving your guest services, then so be it.
To find two ways you can improve your guest services, make sure to read on.
Remember, the guest experience begins before they arrive
The guest experience doesn’t begin the moment they show up at your front desk. It begins during their booking process, which is why you need to make this process as easy and stress-free as it can be.
First and foremost, in this instance, in this particular day and age, this means ensuring that your website is mobile-friendly. The majority of your guests will now use their mobile devices to log onto your site and make their booking, not their laptop or desktop computer, so you have to ensure that your website is accessible to such technology. If it isn’t, you can be sure that your potential customers won’t hang around too long to see if your site is going to load — they’ll jump ship straight away and head straight to your competitor’s site. In the end, this will result in you losing custom, and your rival Hotels gaining it.
Get your employees on board
If your employees aren’t on board when it comes to the task of improving your guest services, quite simply, your guest services won’t see any improvement. This is because it is your employees that offer the bulk of the customer-facing service that your Hotel provides, so they’re the ones that hold the key in this instance.
To ensure that your employees work hard to ensure that no guest is allowed to leave your Hotel feeling let down by your service, you need to engage them. By devoting your time and effort to employee engagement, you will be able to get every member of your workforce on the same page, whether they get on with each on a personal level or not.
Here are a few ways you can improve the way you engage with your employees and, thus, get better results from them:
- Conduct surveys on a regular basis in order to remain abreast of everything your customers are both happy and unhappy with.
- Constantly assess the performance of your line managers to ensure that they are working to create an inclusive environment.
- Offer training and development to your employees to show that you are willing to invest in them.
- Listen to your employees whenever they voice their opinions, especially during meetings and de-briefings.
If you’re serious about improving the guest services in your Hotel, it is important that you heed all of the above advice.
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About the author
Are Morch is the founder and owner of Are Morch – Hotel Marketing Coach. Get more from Are on Facebook | Twitter | LinkedIn | Pinterest | Instagram| Podcast
