When was the last time you thought about the quality of experience your hotel provides? Almost never, we believe. However, even if you did, how much time did you spend thinking about tactics to improve the guest experience at your hotel? Catering completely revolves around the guest. In fact, all service industries have placed their epicenter of business in improving the guest experience. Whether it is customers in the mall, or in this case guests in the hotel. So, even if you don’t want to or don’t have the time, especially in the middle of the season – you need to shift the focus as soon as possible to provide a better guest experience. However, many hotels ignore this fact. Instead, they focus on just one thing. Reservations.
However, only when the season comes and the tax calculation begins, do you realize that you are not working at full capacity as before and that earnings are much worse. At that moment, an alarm goes off that something is wrong. These are some of the things that will point you to that.
- 1 1. You have no regular guests
- 2 2. There are fewer and fewer guests who stop by for a drink and lunch
- 3 3. The complaint book is full
- 4 4. Guests do not spend the day in the hotel area
- 5 5. Cleaners are provided in the room
- 6 How to improve the service?
1. You have no regular guests
When someone is satisfied with the service of the hotel and when his stay in that facility is pleasant, it is logical that he will always return there. Why look for something better when he has already found what he wants. Of course, there are many who would rather change every year, but it is usually the younger population. So, if you notice that you have lost your regular customers, ask yourself what the problem is. It is very likely that the quality of service is not the same as it was before.
2. There are fewer and fewer guests who stop by for a drink and lunch
People who are not hotel guests often come to the hotel restaurant. This is a frequent place for business lunches. However, you have noticed that the collective of the marketing firm from the neighborhood does not hold its business meetings in your hotel as it used to.
3. The complaint book is full
Many guests will simply leave if they are dissatisfied with the service and will never return. But there are also many who need to express their dissatisfaction before leaving the facility. Impression books serve that purpose. Browse it and read each comment. Of course, the situation is not alarming if there are 3-4 negative comments and over 80 positive ones, but if the number of both is approximate, pay attention to what the guests are complaining about.
4. Guests do not spend the day in the hotel area
If your hotel has golf courses, tennis, fitness center, sauna, swimming pool, and many other facilities, and your guests do not stay within the hotel, it means that something is wrong. The most common reason why people feel repulsion is hygiene. Make sure everything is fine in that field.
5. Cleaners are provided in the room
Before the guest enters the room, the maid cleans the rooms thoroughly and changes the bed linen. It is something that will work every day during the stay of the guests. However, if, despite the fact that everything is cleaned, you notice that the guest has cleaning products in the hotel room, or that his bed linen is on the bed, it is more than an obvious sign that the hygiene of the room is not at the level it should be.
How to improve the service?
The good thing is that not everything is lost and there is salvation from this situation. Here are some suggestions that will have a positive impact on the business.
Work on the website
The first impression is the most important, many believe. Hotels that stick to their service are presented on beautiful and practical websites. If guests get a good impression of it upon arrival at the hotel’s website, you have taken a step in the right direction
Many do not like to hear the word renovation, because it means you will have to spend money. However, it is important to know that this is a smart investment that will pay off in the long run. Seek the advice of an architect, interior designer, try to make the best use of the space that the building owns you. On deskflex.com you will learn more about it.
If you notice that many praise the food in the hotel, this is another sign by which it can be recognized that it is a quality place for vacation. Good food is the result of quality kitchen staff and excellent ingredients, mostly homemade.
Organizing fun evenings
Make sure you design entertainment evenings or live music, whatever will keep your guests going.
This may seem less significant, but if a guest decides to spend a few thousand dollars a week just for a hotel room, or $ 600 to $ 800 a weekend in a supposedly good hotel, then they really have a right to expect to be pampered there. And the important comforts of top hotels definitely include top cosmetics in hotel bathrooms. Cheap and bad cosmetics send the same message as a bad breakfast – you are here to take as much money as possible.
The bedding must be clean and comfortable. It should not be expensive bedding of the highest quality, but it should be of medium quality made of comfortable, natural materials that are pleasing to the skin. Let the interior of the room be soothing, not too strong colors, and with too many details. Remember the rules of the fashion world – less is more.
Guests pay special attention to their time and the people in charge of organizing their free time. In addition to the understanding time as an important part of nonverbal communication, a special discipline has been formed that deals with the study of time in communication – chronicle. Nonverbal communication in catering has a much more important impact on the guest than verbal communication.
Because of the ability to confirm the sincerity or insincerity of spoken words, the authors associate the nonverbal context of the conversation with the development of feelings in the guest. Bad experiences are often suppressed in the uttered part and what stays in human perception the longest are the feelings or how the guests felt during a stay in a hotel, restaurant, etc.