We told you before how you can use customer comments and other data to see how you can enhance guest experience at your hotel, but there is way to really ramp up the customer service for the guests that you see often that go beyond the regular rewards programs and frequent guest incentives. It’s simple: talk about them.
Consistent information for all employees
Your hotel’s guest management system is likely already set up to record comments about guests, but a surprising number of Front Desk Agents fail to use them or neglect to adequately spread the information to the necessary individuals or teams that could interacting with the guest. The guest experience is the responsibility of all hotel employees; by sharing information to all the necessary people will keep everyone aware of what they can do to enhance the guest’s time at the hotel. The best way to ensure that information is getting out is to hold short meetings at the beginning of shifts, either with the workers or their managers (who should then pass information on) letting them know about the day’s events and information, and about any VIPs currently visiting.
Record the good and the bad
It’s important to make note about anything relating to the guest’s time at the hotel that could be relevant to future stays. That means recording something for every guest, as you might not be sure who will and won’t return in the future. Should they choose to come back, you’ll have the knowledge of what happened on previous visits to maintain or improve the quality of their stay.
These comments could take the form of something like “guest appreciated chocolates on pillows left by room service” which indicates the person pointed out a specific aspect they enjoyed. However, just as important as the positive points are the negatives. If a guest notes something when checking out that detracted from their stay, write it in the comments. Next time they check-in, the agent is aware and can make sure that issue is alleviated in advance.
Talk about the guest
The comments don’t need to be limited to what the guest reports either. Making note of the attitude of more difficult guests can prepare future check-in personnel for dealing with them upon their return. You can also protect your hotel’s profitability with guest comments. There may occasionally be a frequent guest who begins to abuse their credit privileges and fails to pay – a comment will alert the front desk agent that there are outstanding invoices that need to be paid before handing the room key over. Some may even show a preference for less obvious things, like the direction they look out on from the room’s window or the floor they are on. Making note of these things will ensure a better chance of giving the guest everything he or she wants and maintaining or improving your hotel’s reputation with their network.
By using the comment section of your system to track successes, problems, and issues and disseminating that information to the right teams and individuals, your staff will be pro’s at creating a great experience every time.
