It\u2019s undeniable, the ideal benchmark for any hotel is not only meeting your guests\u2019 expectations but exceeding them.<\/p>\r\n\r\n\r\n\r\n
The hospitality industry is fiercely competitive, so even the slightest mishap can damage your brand reputation and leave your guests feeling like they probably should\u2019ve booked somewhere else.<\/p>\r\n\r\n\r\n\r\n
Hotel operators are constantly on the lookout for ways to boost their guest experience, from new facilities and features to more efficient booking systems. This process of engaging with and listening to your guests can help you raise the expectations of your customer base and really bolster the guest experience.<\/p>\r\n\r\n\r\n\r\n
However, in the hospitality industry, there are numerous pitfalls to be wary of, especially when it comes to inspections.<\/p>\r\n\r\n\r\n\r\n
Constantly evaluating the quality of your service and the condition of your facilities and buildings is good practice, but monitoring and reporting on these can be time-consuming.<\/p>\r\n\r\n\r\n\r\n
Speaking directly to facilities management and building inspections for a moment, this can be a real task for property managers and hotel operators. With so much to look out for, things can often get overlooked, only to rear their head again when it\u2019s likely too late.<\/p>\r\n\r\n\r\n\r\n
The reason why hotel maintenance managers struggle is that, often, these processes are paper-based. It\u2019s safe to say that recording evidence while walking around with a clipboard doesn\u2019t cut it anymore. Time for a change? We think so.<\/p>\r\n\r\n\r\n\r\n
Making positive changes like the below can boost your reputation to no end, so it\u2019s important to consider the monitoring and reporting processes your business uses, too. Capturing every issue in real-time is the only sustainable way to keep up with demand these days, and doing so will fundamentally improve the guest experience\u00a0<\/p>\r\n\r\n\r\n\r\n
So, with that said, here are some simple ways to do exactly that \u2013 improve the guest experience.<\/p>\r\n\r\n\r\n\r\n
When it comes to inspections and maintenance, whether that\u2019s food hygiene, health and safety or building inspections, time is of the essence. When your list of things to do grows ever longer, your teams are stretched beyond capacity and things can get lost or overlooked. Being more reactive than proactive could be the difference between keeping a customer and losing them.<\/p>\r\n\r\n\r\n\r\n
When it comes to poor maintenance or unplanned repairs, no matter if you\u2019re a small business or a larger enterprise, this significantly harms the bottom line. With a third of maintenance budgets spent on things just like this, staying on top of things like this could save a lot of money in the long run.<\/p>\r\n\r\n\r\n\r\n
Employee turnover is high in hospitality. It always has been. Studies show that the average turnover of employees in the UK can be as high as 34%. Despite this fact, it\u2019s not reason enough to eschew the building of a culture that speaks to your company ethos. While churn is disruptive, if you ensure your new hires are onboarded with a proactive mindset, they\u2019ll develop a keen eye for noticing building maintenance issues, ailing facilities, or health and safety concerns.<\/p>\r\n\r\n\r\n\r\n
What\u2019s more, if you adopt technology now, every new starter will be upskilled and connected, making the whole process seamless across teams and functions.<\/p>\r\n\r\n\r\n\r\n
Sounds obvious, right? Sure, every hotel worth its salt does this as standard, or we like to think so. But what are your actions really saying? For example, when you overlook customer feedback, maybe because it\u2019s been lost on a piece of paper somewhere in the office, doesn\u2019t really indicate that every guest is treated like a VIP.<\/p>\r\n\r\n\r\n\r\n
What it really says is, \u201cWe haven\u2019t taken your feedback on board. When you next visit, the thing you pointed out will still be like that.\u201d So making sure every aspect of a guest\u2019s feedback is monitored, reported on and addressed will reward you with continued patronage and possibly referrals. Take heed and look for solutions that help you do exactly that.<\/p>\r\n\r\n\r\n\r\n
They say that data is the new oil. So, if you\u2019ve digitised your services you\u2019re rich beyond your wildest dreams, you just need to know how to measure it. Data will tell you everything you need to know about your clientele, services, facilities, buildings, food, cleanliness…you name it.<\/p>\r\n\r\n\r\n\r\n