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.
So The Guest Wants a Framed Photo of Marylin Monroe…
And who could blame them? While booking their hotel stay, some guests have certain needs to be addressed. Your guests may be left with a negative impression of your hotel if they requested a rollaway bed in their room at the time of booking, only to have to revisit the front desk to have it delivered.
Other times guest requests can be a bit bizarre, from asking for photos of Nicholas Cage on their pillow to a fort made out of the hotel room pillows and duvets. Whenever you can accommodate a request, strange or not, you should as it will impress guests and lead to a five-star review.
Having the right system in place to execute these requests is as important as the desire to deliver and attempt to deliver.
The Simple Fix
Log & Assign All Requests, Immediately
Whenever a request is made, assign a staff member to assess and deliver on the request. Having a single point person to evaluate, with the due date, as the guest’s check-in date will ensure a task is completed without confusion over who is responsible.
Assign Someone to Oversee All Requests
Have someone on point to check in with those working on the requests to assist on more complicated issues and ensure accountability in case someone calls out of work.
Empower Your Staff to Go Above and Beyond
Advise your staff it’s okay to go beyond the normal bounds of daily operations to make a guest’s stay better. Don’t cage staff by needing multiple layers of approvals to do something special.
Did you know?
According to the Daily Mail1, a guest at the Woodlands Resort in Houston, Texas requested three unpackaged red M&Ms placed on the counter and portrait of bacon slices. The request was granted. When was the last time you went out of your way for a guest during their stay?
Front desk staff are very friendly. We asked for an extra bottle of water on the way up to our room for the night, and they were happy to comply.
Next day though, when we asked for a bottle of water again, a person on the reception said someone would bring it to our room in 5 minutes, but it didn’t happen.
…The hosts/servers are friendly and helpful – after letting them know we would be requesting a vegetarian dinner, they thought to double check whether seafood would be okay. The tea, sandwiches, scones, and treats were all delicious, but the real charm of the service was when we were brought complimentary drinks (again, after checking that we wouldn’t be drinking alcohol, they created a beautiful crushed raspberry and lemonade drink) and sandwiches. A lot of small thoughtful gestures that truly went a long way.
Every detail matters.
In this case, both reviews show the hotel staff going above and beyond to deliver a phenomenal guest experience. In the 4-star review, this could have easily been lower due to the pricing issue, but the personalized service kept the rating near the top.