in fn
Thursday, May 25, 2017
Samsung Website Header Banner
Hirum Next Gen Website Title 728×90

Things hotel managers love to hear from guests

One of the key roles as a hotel manager is being able to draw the line between good and bad service, and when it comes to proving your hotel’s service quality to your guests it can often be quite challenging.

What your guests tell you as a hotel manager usually needs to be taken as gospel, and if you believe you are hearing more truths than falsehoods, then you are probably doing a few things right.

So what are the things managers like to hear from their guests most of all?

There are the obvious things managers love to hear like “your hotel is clean”, your staff are friendly”, this is a great hotel to stay in”, but there are particular things which hotel managers truly love to hear.

Tell us how you really feel

First and foremost, managers love to hear honesty, no matter how harsh the honesty is. Without honesty from guests, you may find yourself fixing problems that don’t even exist, disciplining staff for something they haven’t done and you will end up wasting valuable time for nothing.

If your guests are honest about a real problem which may have been unnoticed before now, then you have the opportunity to make changes. If your cleaners are not doing their job properly, or your reception staff is rude to you, it’s good to have these problems out in the open so you can create solutions.

Hirum Mid Article 300×250 May 2017

What did you expect?

Another thing hotel managers love to hear is that a particular staff member has gone above and beyond their expectations to make the guest happy. If you have a focus on exceptional customer service (which of course should be the goal in the hotel business) then hearing first hand that you are employing staff that do a great job is exactly what you need to hear.

If guests are happy, they will come back. If guests are unhappy and tell you why, you can then assure them that you will rectify the problem, and nine times out of ten they will return. The hotel business relies so much on return business, and if you can make your guests believe they come first (as they should) then they will return.

Leave a Reply

Your email address will not be published. Required fields are marked *

About Tara Tyrrell

Check Also

Staybridge Suites launches new and ‘hugely different’ brand campaign

InterContinental Hotels Group (IHG), one of the world’s leading hotel companies, has announced the launch of …

Classic Holidays career programs awarded for excellence

Classic Holidays has been awarded the Excellence in Advocacy of Career Development Policy by the …

Blues on Broadbeach 2017 a roaring success

A huge turnout of festival goers were treated to free world class live entertainment across …