By making little tweaks across a property, hoteliers can improve hotel service quality
When it comes to gaining a customer’s loyalty, positive review or enthusiastic referral, a hotelier must first ensure their hotel quality standards are not only met, but exceeded every single time. When guests know they can expect the same level of service every time they visit a property, hoteliers have achieved effective hotel quality standards.
But how can a property improve hotel service quality? There are many simple ways, and a few of them start by focusing on the small details, such as addressing a customer by name. While this might be a difficult task for larger properties with a higher guest count, acknowledging a guest by name is one of the simplest ways to make them feel seen, recognized and welcome. At the bare minimum, opening doors to guests and welcoming them back to the property when they return at the end of the day are simple steps to make them feel appreciated.
Aside from small, personalized touches, fulfilling service requests in a timely manner, enacting service recovery quickly when something goes wrong, and maintaining a clean and functioning property are three additional factors that lead to satisfied guests. And all three can be easily managed by deploying a staff operations platform.
Service Requests
When a tired traveler gets to their hotel room after a long day, the last thing they want to do is wait on hold while requesting extra towels or placing a room service order. Technology such as hotel branded mobile apps and smart-room tablets allow guests to place these orders from the comfort of their rooms while getting real-time status updates on their request. A staff operations platform can easily allow staff to stay on top of all guest requests, work orders and maintenance tasks, as well as provide guests with real-time updates. Keeping all work orders and service requests in one digital solution also eliminates the likelihood of a request slipping through the cracks.
Service Recovery
When an issue arises, fast service recovery is key. By deploying a staff operations platform, a hotel can improve hotel service quality by capturing and tracking guest complaints, monitoring escalations and common guest grievances, track service recovery steps, and identify the costs and the staff members involved in the service recovery. All these features help to eliminate a similar problem in the future. Additionally, a staff operations platform helps hotel employees easily identify service “hiccups” and correct them on the spot, such as when a guest’s room service order arrives late or when a guest requests extra towels multiple nights in a row.
Preventative Maintenance
In order for hotels to achieve quality service standards, they must be operating a properly maintained property. By deploying a ticketing solution, hotel management can track preventative maintenance to ensure the facility stays in excellent working condition — significantly reducing operational costs by avoiding unexpected repairs. A staff operations platform’s ticketing solution also helps hotels schedule and track all routine maintenance and room inspections and keep a digital record of completed tasks.
Looking to improve hotel service quality at your property using hotel technology? Request a demo today.
