In a world spoiled for choice, reviews are a priority to decision making. Bad reviews have a lasting impact on reputation and can be disastrous for business. The use of the latest software makes the management and functionality of hotels more seamless and efficient.
Below are listed a few common, but important reasons, that affect guest satisfaction in hotels:
Unhygienic Rooms :Hygienic rooms are a necessity and not a luxury. Spotless rooms, fresh linen and well- maintained upholstery are very important to create a positive guest experience. Ensure that the guests check-in to a clean room with well-arranged beds, fresh toiletries, dust-free furnishings and a pest-free environment.
A robust property management software, like the Hotelogix PMS, will help you manage the status of your room from both the frontdesk and from the housekeeping modules. And the best part? Room status can be configured to update automatically every night. You can also assign employees to rooms that need attention. With Hotelogix, you can make sure that a guest will never check into a messy room ever again.
Untrained Staff
The hotel staff are the representatives of the hotel’s values and brand image. They are the main connection between your customer and your hotel.
Hotelogix Automated Coaching Engine — A.C.E. is another innovative AI-powered module that would change the way your hotel staff is trained. Loaded with intuitively created tasks, A.C.E. trains your staff effortlessly on all the aspects of the Hotelogix PMS. Whether you are learning the system from scratch, or stuck during a task, A.C.E. is always there by your side, making guest handling in hotel easy.
Absence of Basic Amenities
Offer some basic amenities to make your guests feel more at home. It doesn’t have to be an expensive gift bag a few everyday necessities will do. Personalised soaps, shampoos, or shaving kit, for example, leave your guests feeling like you care about their comforts. Make sure that the amenities offered with the room are all present and in a good working condition. A faulty air conditioner or a badly maintained minifridge all contribute to bad customer experience. The in-room perks which you provide should always be clean and ready for use for guest handling in hotels.
Poor Quality Food
A very important part of positive customer experience is the food. Guests look for healthy, hygienic and wholesome food. Guests want to experience the comforts of your hotel- and ordering room service is one of them. Providing food that is fresh and warm, in clean plates with clean cutlery is just the basic of what you can do for your guests.
Craft a well -rounded menu to make sure there’s something for everyone. Ensure that your kitchen and your buffet is well stocked and that the guests are aware of the timings of kitchen operations or the buffet. As they say, “the way to a person’s heart is through their stomach”.
Conclusion
A positive way to handle guest reviews is collecting and managing guest feedback while they stay in your hotel. Train staff to handle requests and guest complaints in the front office promptly so that the guest’s discomfort soon changes into a positive experience by showing them that you care. Offer apologies and be sincere with your approach to their problems, this is the best approach to dealing with guest complaints in hotels.
Hotelogix helps you manage all guest reviews within one system. With our review manager, you can now view, respond to and manage all guest reviews- not only on your booking engine but also on all your registered OTAs.
