As people begin to travel again, hotel management must focus on improving the guest experience to stay competitive. You can achieve this goal by upgrading your hotel, service, and your technology. It’s imperative to consistently deliver top-quality service. Here, we have discussed the best ways to help you build a strategy for improving service at your hotel.
Follow these seven tips to improve your hotel’s service quality:
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Make guests feel special
Since the hotel business depends on the satisfaction of its guests, you should treat each one as if they were a celebrity. Friendly customer service goes a long way when travelers reflect on their adventures. All your staff members should be trained to communicate in an attentive and responsive manner with all guests.
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Attract new employees with a flexible workplace
Hotels have experienced a high turnover rate of about 30 percent in recent years, partly due to people rethinking their careers following the pandemic shutdowns. Hoteliers can attract talent with strong communication skills by offering incentives, benefits, and training. It’s helpful to promote a work-life balance with flexible scheduling.
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Approach training as ongoing
Let employees know that training never ends since each guest brings a new experience. Utilize a digital Performance Support System (PSS) that allows you to conduct private daily online meetings and seminars with your staff. It’s an excellent way to get everyone on your team up to speed with company policies and procedures.
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Invest in modern technology
Aside for PSS, investigate other technology platforms that can make life easier for your team. It’s best to use hotel management software that integrates with new technology so that you can easily upgrade.
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Surround your workplace with positivity
A positive onboarding process encourages new employees to invite others to the team. From there, give new employees plenty of positive reinforcement to create a fun and energetic workplace.
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Correlate staff actions with hotel performance
Be clear about your hotel’s mission so that employees feel a sense of purpose. Let them know their actions affect company revenue. Set the stage for your team to promote an upbeat atmosphere as part of the hotel’s key to improving profits.
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Personalize your customer service
Train your front desk personnel to recognize guests and inquire about their interests. Calling guests by their names helps create a feeling of familiarity. Remembering things about guests shows you view them as unique people and not just statistics.
Upgrade Your Hotel with Tips from Experts at CLIC
Continuous turnover can have negative impacts on guest satisfaction, so think about strategies that foster a career-oriented team. Make your hotel a place where guests feel important and respected. If you want to learn more about making physical improvements to your hotel, contact us today. Our team at California Lodging Investment Conference helps you connect with hotel industry experts.
