This is the first 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.
Your front-desk, maintenance group and cleaning staff all have at least one thing in common — they are playing for the same team. Each of your staff’s goals is to ensure efficiency, provide a good guest experience and make your hotel a place that people want to visit again and recommend to their friends and family. But how many times do these shared goals mean very little in practice? There might be a poster about team unity in one of your offices, but has your team lost sight of these overarching principles while completing their daily tasks?
The answer is probably, Yes.
It’s hard to work together especially when everyone is busy and scattered across a property or even off-site at different property’s. Connecting your desktop and non-desk workers with cross platform communication tools not only improves general communication but empowers your staff to resolve issues immediately and on their own.
The Simple Fix
1-1 Text / Audio Chatting
Find a system that lets your teams instantly connect with any team member from any department without fiddling around looking for mobile numbers or interrupting everyone on your walkie-talkie channel.
Send an SOS
Guests tend to ask any hotel staff when they have a request or a complaint, and they hate being told to ask someone else. Connect your teams, so someone from your cleaning staff can ping the entire maintenance staff to resolve an issue immediately, or everyone on the customer service team for immediate assistance.
With multiple or large properties, getting in the same room can be difficult. Requiring face-to-face meetings between team members using video calling leads to familiarity and trust among your staff, meaning they are more likely to connect with each other when in need. Better staff relationships undeniably lead to better guest feedback.
Here is an example of a group chat with the Engineering team. If there are any questions, updates or requests, they can be simply messaged in the chat. See more possibilities for a faster and more efficient communication with your team here.
Did you know?
According to a study in the International Journal of Tourism Research1, 4-star hotels in Turkey have a higher level of efficiency than their 5-star counterparts. Are 5-star hotels throwing in the towel once they achieved peaked ranking and forfeiting their position to the competition?
…Rooms were small, but clean and modern decor. My only complaint was that our air conditioning broke. Although I told the front desk, they never fixed it. My kid’s room’s air conditioning worked just fine; every time I stepped into their room, it felt like a freezer.
Knowing how hard it is to get my teens up in the morning, I loved the option of having a breakfast bag of orange juice, yogurt & a banana hanging on our door in the morning…
…The first night, I was in a small room by the elevators, and the noise level of passing traffic was disruptive.
There was also a loud clanging pipes noise that would go off every time I or the neighboring room flushed the toilet. Not ideal for dealing with jetlag. But, I asked to move rooms the next day, and the front desk staff was more than accommodating.
The second room was in a much quieter location…
The distinction between these two reviews is clear.
Both enjoyed their stay, but one guest had there needs attended to and the other did not. While the issues were not deal breakers it did result in a drop in rating, which may lead to your next potential guest picking a competitor who avoided the 4-star review.
At Eko, we’ve worked with companies from Europe to Asia to improve their hotel operations and efficiency. We’ve found that teams that are more connected run more efficiently, which leads to greater guest satisfaction.
1 Davutyan (2007 Davutyan, N. (2007). Measuring the quality of hospitality at Antalya. International Journal of Tourism Research, 9, 51–57.10.1002/(ISSN)1522-1970[Crossref], [Google Scholar]) found out that 4-star hotels in Turkey have higher efficiency scores than 5-star hotels.