Running a hotel isn’t just about providing clean rooms for your guests and assisting them with their bookings. Apparently, your job doesn’t stop there, especially now that the hospitality industry is just starting to get back on track after the pandemic hit.
There are actually a lot of responsibilities involved in managing a hotel. One of them is to ensure its continuous improvement so your business grows and you’re able to provide the utmost service to your guests. But, how can you improve? Here are some tips.
Make Booking Convenient
Convenience is one of the things that will always make your guests come back time and again to your hotel. And these days, it’s so easy to do that, thanks to the online hotel reservation system, online payments, software, apps, etc. With these tools, everything will be easier and faster.
If you use different types of software and systems for managing your hotel, booking and payment will be a lot more convenient for your guests. It’s also an advantage for your staff as they will have less work to do and they will be able to focus more on your customers’ needs.
Utilize In-Room technology
Speaking of technology, another way to improve your hotel is to use in-room technology. It could be installing smart room keys that let your guests open their room doors using their smartphone, using tablets for more effective communication for your guests and staff, or even a mobile device that allows guests to connect to your staff immediately.
Basically, any device that your guests will use while they’re in the comfort of their room will add convenience to them, as well as your staff. With this, you can improve your service and your guests’ experience. Plus, you can also use it to promote your hotel’s amenities and have more edge than your competitors.
Offer Complimentary Services or Freebies
Everyone loves complimentary services and freebies. For hotel guests, these make them feel more valued and special, making their stay more enjoyable. Not to mention, it can make your hotel’s reputation look good, helping you show how much you care for your guests.
This doesn’t have to be grand, though. Simple things can already go a long way for your hotel. It could be a complimentary valet, a free drink at your bar, a free meal at your restaurant, or an automatic room upgrade. You can also give complimentary champagne, especially for newlyweds, and the likes.
All of these will help enrich your customer service and help you appeal to your guest’s emotions. As a result, you’re not only making their stay memorable, but you’re also promoting your hotel for them to come back next time.
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Offer Multiple Payment Options
Because of the pandemic, many things have changed, especially how consumers pay for commodities. These days, many prefer a contactless transaction. This helps them protect themselves from the virus plus it’s much more convenient.
For that reason, also try to keep up with such changes and consider offering multiple payment options. This will help you ensure your guests, as well as your staff’s safety.
Additionally, this will help you lighten your employees’ tasks. With more convenient payment options, everything will be faster. Therefore, your staff won’t need to spend too much time transacting payments. Doing this helps you track your profit better too.
Have Different Communication Channels
There’s nothing more frustrating than having no one to talk to when concerns arise. This isn’t just inconvenient for your guests’ part but it could also affect your hotel’s reputation, especially if the problems aren’t addressed right away.
Thus, make sure that you are also able to offer different communication channels where your guests can easily reach you. This way, any problems will be solved right away without them worsening.
Having different communication channels is beneficial for your staff too. With this, miscommunication within your team is kept at bay. In turn, you’re more able to provide better service for your guests.
Establish Relationship
It’s a relief once your guests have already settled in their rooms. But, don’t be too complacent. Apparently, even after your guests have checked in, your job doesn’t stop there. Remember, your role is to provide them with utmost hospitality for them to enjoy their stay and return to your hotel.
That said, even after your staff has assisted them to their room, still try to establish a relationship with your guests by asking them if there’s anything else you can do for them. This will also make them feel how much you value them as your guest and how much you’re willing to give them the utmost service you can to improve their stay.
Provide Continuous Training
Change is constant. Even the hospitality industry experience changes from time to time due to many factors like trends, technology advancements, etc. Therefore, you should also strive to improve.
You can do that by providing continuous pieces of training. This will help your staff keep up with the changes in your business process, as well as the industry itself.
Through this, you’ll be able to cater to your guests’ needs more. Because you’re updated, you can always guarantee that you can offer your best service.
This, of course, may require extra time, effort, and even added costs. Despite that, you’re sure that you’re investing all of them for your hotel’s growth.
Remember their Preferences
Everybody loves personalized guest service. Not only will it make your guests remember you more but it will also make them feel more valued, which is vital in the hospitality industry.
That said, always remember their preferences, as well as their basic details. Keep track of even the smallest details like their preferred coffee flavor, floor choice, room view, and the likes. These will all create a huge impact on your guests’ experience. They will surely appreciate it and remember them.
No matter what industry you’re in, it’s important that you ensure to strive for improvements. For the hospitality industry, this will not only benefit your hotel but will also enhance your guests’ experience.
