Hospitality businesses depend on their guests and their experience to operate. In today’s digital world, it takes one guest with a bad experience to cast a shadow on your reputation and the quality of service you provide. Before you know it, you’ll be struggling to restore your reputation and welcome new guests.
However, if you’re consistently providing satisfactory service, the guests will have no other choice than to recommend you to the people in their surroundings. In case you’re unsure where your hospitality business stands on the success scale, here are five signs you’re doing a great job.
1. You have Low Turnover Rates
Thanks to employee recognition, the hospitality business thrives. Businessmen and regular guests don’t want to repeat their needs and preferences every time they check-in and spend 24 hours in your hotel.
What they want is your staff to remember them and indulge them as much as possible. For example, give them the best seat in their favorite restaurant or bring them their signature drink as a warm welcome. Or, they can simply address them by their name and wish them a pleasant stay at the hotel.
Only your permanent employees know your regular guests and their habits. If you’re always changing your staff, the service will lack such details that make a difference when it comes to the whole experience. To keep your employees on the same page regarding guests, you need to have a strong internal communication strategy in place. This way, even the newest members of your team will know how to treat the guests right and make their stay as pleasant as possible.
2. Your Comps are Down
By looking at the comps, you can tell whether your business is doing great or not. When comps are up, your staff has been giving them out more than usual. Perhaps they tried to diminish or make up for the bad experience some of the guests had during their stay. Giving them out to unsatisfied guests is a common practice in the hospitality business.
On the other hand, they might have given them out to celebrities or influencers to make sure they have hospitable and VIP treatment. In this case, you don’t have to worry because some marketing will do your business good. If the comps numbers are down, there was no need to hand them out because your guests haven’t complained about the provided services.
3. You’re Fully Booked
dit: PixabayMost guests don’t file complaints because they don’t have the time to do it. They’re traveling for business and are running late for their meeting or flight back home. Others don’t complain because they simply don’t want to deal with it. They think it’s not worth the hassle, so they just want to leave the premises and go home or to another place with much better service.
Just because you don’t have any lodged complaints, it doesn’t mean your business is doing great. All it takes is one look at your bookings to dispel all your doubts. If you’re fully booked weeks or months in advance, you’re doing a great job running the sustainable hospitality business. Otherwise, you might be experiencing some problems with the service in which case you should get to the bottom of it.
4. Your Standard Operating Procedures are Impeccable
Over the years, there have been many changes to the hospitality industry. However, one thing has remained as its strongest foundation — standard operating procedures (SOPs). Restaurants, hotels, clubs, bars, and others have to have SOPs to operate smoothly and effectively.
Most people think SOPs are all about defining businesses and their purposes. Meanwhile, they also keep your staff up to date with the practices and courses of action in any situation they might encounter in the workplace. Having them in place, helps you focus on providing consistent and high-quality service to your guests.
As a result, your business becomes recognized as one of a few consistently providing an excellent guest experience. In case you don’t have any SOPs, then your business might start falling behind its competitors.
5. You’re Providing Extra Service
Hospitality businesses thrive on digital transformation ideas. To stay competitive, you need to find new ways to provide top-notch service to your guests. More importantly, you should have extra services for your most loyal guests. Since they keep coming back, you have to give them something in return. Recognizing their loyalty will help deepen the relationship with them and keep them coming back for more.
However, finding the right ways to reward their loyalty isn’t as easy as it sounds. You have to be creative but you have to know your guests well. Only then will you be able to give them something valuable. Luckily for you, your hospitality business provides you with plenty of opportunities to thank your guests, so there’s one less thing you have to think about.
Now that you’re aware of the signs you’re running a successful hospitality business, you can do two things. Make necessary improvements or keep up the good work.
Over to you
The hotel industry is always changing, especially during a time of crisis. Make sure to future-proof your business and continue attracting new guests by investing in these solutions.
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About Are Morch
Hi, I am Are Morch. Your Digital Transformation Coach helps hotels create unique and unexpected experiences by freeing up resources to focus on new ideas through value innovation and a growth mindset.
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