Working in hospitality can be a rewarding and lucrative career. However, it requires long hours at times and being able to constantly solve problems to keep guests happy.
If you’re going to be a successful business and hotel owner, then you need to be able to sell and fill rooms. You want each person who walks through your doors to have a positive experience and have the desire to return in the future. Here you can learn more about how to ensure guest satisfaction as a hotel owner.
Quick Check-In & Check-Out Process
Your guests don’t want to show up to your hotel and have to wait in a long line to check in. Therefore, you may want to offer them the chance to check in online before they arrive or have self-serve kiosks set up in the lobby that they can use. As far as check out goes, you can put their bill under their door and tell them to leave their key. It's all about being able to leverage technology and communicate effectively. Have measures in place that allow you to streamline billing and train your front desk staff so they can keep lines and the check-in process running quickly and smoothly.
Comfortable & Secure Rooms
Your guests are at your hotel to have somewhere cozy to sleep. Therefore, an important aspect when it comes to guest satisfaction is having comfortable and secure rooms. You want each guest to have a good night’s sleep and feel safe in the space. Offer perks in the room such as free Wi-Fi, a coffee machine, and invest in in-room hotel safes. This way, they will have a place to store money and valuables and can have peace of mind if they choose to leave them in the room while they go about their day. You should also have comfortable bedding and pillows so they can sleep better.
Clean & Attractive Lobby
It’s important to make a good first impression as soon as guests enter your hotel. One way to achieve this goal is to maintain a clean and attractive lobby. You want to avoid having garbage, dust, and dirt lurking around. Have plenty of trash and recycling bins, and make sure your cleaning staff keeps a close eye on the space throughout the day. You will also want to have comfortable furniture to sit in and proper lighting. Decorate with plants, artwork, and area rugs so that guests feel right at home.
Knowledgeable & Friendly Staff & Concierge
You also want to make sure you provide excellent customer service. Being in the hospitality industry means that people come first. Ensure guest satisfaction as a hotel owner by hiring knowledgeable and friendly staff and a professional concierge. Your staff needs to be trained so they know how to answer a wide variety of questions and can solve problems quickly. Guests want to be greeted at all times and acknowledged throughout the hotel space. You should make sure that your employees get your guests to the right person if they don’t have the answer at the time. Being personable and flashing a smile will go a long way in helping to improve guest satisfaction.
