You're managing a hotel. How can you prevent issues from affecting the guest experience?
Managing a hotel successfully means anticipating and mitigating potential problems before they impact your guests. Here are some strategies to help you maintain a high standard of service:
How do you ensure a flawless experience for your hotel guests? Share your strategies.
You're managing a hotel. How can you prevent issues from affecting the guest experience?
Managing a hotel successfully means anticipating and mitigating potential problems before they impact your guests. Here are some strategies to help you maintain a high standard of service:
How do you ensure a flawless experience for your hotel guests? Share your strategies.
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In my 30 years of Hospitality experience, I have seen excellent preventive maintenance plans, Excellent Training programs for hosts, learning from guest feedbacks etc. However, some of the structural and machine faults are less in our control. But the key is guest contact areas are the basics - Eye for detail, Observation, Good listening, Right attitude etc.
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Preventing issues from affecting the guest experience requires a proactive and detail-oriented approach. Regular maintenance and inspections of facilities ensure that everything is in optimal condition before problems arise. Staff should be well-trained to anticipate and address guest needs promptly, with clear communication channels in place for reporting and resolving issues quickly. Encourage a culture of hospitality where team members feel empowered to go above and beyond for guests. Gathering feedback from guests during their stay allows for immediate adjustments, while analyzing trends in feedback helps identify and address recurring issues.
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The best solution is to develop a “Culture of sustainable excellence”. In this culture every employee is required to anticipate what will affect the customer they serve with what they do. In that culture potential problems to achieving excellence are identified and addressed before they become a problem.
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I would recommend to: - Prioritize your employee's wellbeing, as happy employees are the ones who give great services - Provide guests with easy ways to share feedback during their stay and respond to each one of them - Regularly check in with guests during their stay to address any if there are any concerns - Conduct regular maintenance and inspections of hotel facilities, with a special focus on double-checking everything before guest check-ins. - Focus on staff training especially soft skills which many hotels don't focus on.
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When managing a hotel, I focus on preventing issues from affecting the guest experience by being proactive and anticipating potential challenges. I ensure that all staff are well-trained, empowered to make decisions, and equipped with the tools to handle problems before they escalate. Regular checks on facilities, clear communication across departments, and anticipating guest needs all help to prevent issues from arising. I also encourage an open-door policy, so any concerns are addressed quickly, ensuring that guests feel valued and their experience remains seamless from start to finish.
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Give your front desk staff the power to deal with those issues by pre-approving a list of things they can do to mitigate the damage and turn the negative into a positive. They need to feel empowered to do this from leadership and that can make all the difference.
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first a general manager has to get involved in the operation and supporting the dept. managers in their work, and sometimes also getting involved and facing the clients and giving them a positive feedback to claims as to defuse complaints.
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We trained staffs the practice call see something and say something which helps us to report each and every including work order to be raised and reported issue should be solved in 24 hours or to be updated constantly until it get done this practice avoid major all breakdown and cleanliness and also for the security related issues.. this is every staffs responsibility not just only engineering department… on top Senior managers walk through report and follow up from any department…and Top of It Engineering departments scheduled preventive maintenance… and strictly schedule and follow up, by weather conditions maintenance before summer starts and before winter starts and low season tasks and peak season tasks was segregated accordingly…
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By being Visible- Being available ! Every Single word that we utter with guest either internal or external should be lasting. Biggest take is - First Impression is the Last Impression -/ but in my opinion it’s not meant for us as hoteliers ! Many a times first impression for our guest somehow become bitter - but other side the hospitality offered or extended by Professionals make sure the Last is Lasting ! And we all must strive to make sure First Impression should be Best Impression and Last should be Lasting! Happy Serving !
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Sometimes it becomes less about preventing the issues (as some things are simply out of our control) and more about your response. Often times guests are appeased and not affected depending on the response they get to an issue. Paying attention to prompt, honest, and effective responses is key!
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