This is another chapter of our e-Book “The Link Between Guest Satisfaction and Operational Efficiency”. Throughout the eBook, we share our thoughts, tips and advice about what you can do to turn your 2, 3 and 4-star reviews into 5-star recommendations to grow your bottom-line and occupancy rates by improving word-of-mouth reviews of your guests.
As guests we’ve all seen it, and as staff we’re all guilty of it — the whispering among workers trying to spread information while hoping to keep our customers in the dark. As a guest, this causes anxiety as they try to figure out what’s wrong, but no one is sharing. Guests wonder what’s wrong and start feeling uncomfortable at your property, when really it might be that someone was unwell in the stairwell and you need to close off access until your cleaning staff can come around.
But sometimes it is an emergency and you need to let your staff know discreetly to get an action plan in play and avoid chaos. Relaying messages to your staff down a chain will have similar results as a game of telephone — your message will change. It’s imperative that your entire staff receives the same information and directions to act in the best interest of your guests.
The Simple Fix
Personal Device Messaging
Leverage the technology your staff already has and send them a message on their own device. Walkie Talkies aren’t private, even if you use code words that may make guests anxious and pagers are outdated. The devices your staff already have are the most efficient (plus you’ll save money).
Sometimes the worst happens and there is an emergency. Let your team notify the entire property immediately. Is the southwest hallway off limits because of a medical emergency? Let everyone know right away to form a task force and keep other guests from entering.
Discreetly prepare certain teams for a VIP guest without drawing attention. Have your valets waiting near your alternate entrance and bellhops waiting without running around trying to exchange information.
Did you know?
According to Medallia1, responding to over 50% of your reviews on rating websites lead to an average of 6.8% increase in occupancy rates. Responding to reviews is a great way to put guests at ease if there was a situation, emergency or otherwise, during their stay while salvaging relationships with future customers.
We REALLY enjoyed our stay here when we visited London in March. From the moment we stepped in until the moment we left, we had the one of the greatest treatment at a hotel, ever…..The only place lacking a bit of service was the door/valet area.
It was a phenomenal experience! Top notch service coupled with exceptional ambiance.
Every. Moment. Matters.
Even the slightest change in the ambience of your hotel, from parking their car to checking out, can slightly alter the perception of your property. Keeping your teams connected and avoiding guests experiencing any daily setbacks may help you keep that 5th star!