One of the main objectives of every hotel is to satisfy the needs of its customers. Hotels are highly dependent on their customers for profit just like any other business. To achieve excellence in hotel customer service, customers must be satisfied with the services that the company offers them. In order for you to know how well you are implementing your business services, hotel customer service managers should have a complete hotel guest service checklist. This checklist will include all the important areas that need to be checked in order to achieve the goal.
Every hotel business has its own goals and therefore the hotel guest service checklist differs depending on the hotelier’s preferences. However, there are standard things that you should always include in the checklist. To keep things simple, you should categorize services so that you can easily keep track of them using the hotel’s guest service checklist. Classifications to use include Front Desk, Food and Beverage, Room, Ambient and Facility Access, Retail/Gift, and Meeting and Convention Spaces.
In the hotel guest service checklist, it is important that you include the identification of the employees or staff in each category. Customers want to identify the people who serve them, and therefore most prominent hotels now require their staff to initiate a guest introduction. Aside from uniforms and badges, it’s critical for customers to recognize people, especially those with vision problems.
When using the hotel guest service checklist, you will need to focus on the crucial things that could affect hotel service excellence. The first are the clients, who you are obliged to know. Put yourself in their shoes so that you understand their perception of what a quality service is. Knowing your customers also means that you are aware of their needs and expectations. Next up are contests, which go after your customers. Discover your strengths and weaknesses.
The checklist should also help you with communication. Most of your customers who are not happy with the services have reasons and the only method that will let you know is to ask. Most will answer that it is the quality of the services, while others will complain about the cost. Therefore, you need to talk to them and greet them. Most importantly, smile at them every time they are in front of you.
Another is the competition of your business. The checklist will inform you whether or not you are promoting hotel service excellence. If most of the things on the list are not being followed, you know there is something wrong with your hotel operations. Managers often have to deal with a problem no matter whose fault it is. This is because what is most critical here is the method of solving the problem and not who caused it.
Being in the hotel business doesn’t just mean that you have to meet the requirements of your clients. You must overcome them and one way to ensure this is by using the hotel’s guest service checklist.