5 Essential Practices

Hotels Must Adopt for their Guest Services Management

 

5 Essential Practices

Hotels Must Adopt for their Guest Services Management

 

For many hoteliers, maintaining a focus on high quality guest services can often be lost among the maze of day-to-day routines and a need to balance resources. With many tasks and responsibilities competing for staff attention, keeping up with a multitude of guest requests can be daunting, but is critical to maintaining full guest satisfaction.

Fortunately for properties today, hospitality technology has evolved to provide hoteliers with a range of solutions aimed at enhancing the streamlining and tracking of guest-related assignments; safeguarding a hotel’s reputation and ability to continue revenue growth as a result. No two guest service request and work order dispatch systems are alike, however.

When determining which solution best fits their needs, hospitality professionals should always keep in mind whether they are able to implement the following 5 steps that can ensure a property’s ability to offer first-rate guest experiences.

Guest enjoying room service

1.  Get the right job to the right person

Few things represent efficiency more than being able to instantly assign a guest request to the most qualified member of staff, and preferably one who is most ideally situated to respond quickly. By implementing an effective runner profile management system, properties can be assured that any task is always automatically assigned to an employee based on a preferred skill set, location coverage, and work shift. This drastically minimizes the time spent on completing a request, yet at the same time greatly improving end result quality. To preserve staff resources and allow team members to better focus their efforts where needed, properties should consider providing a framework where dispatch runners can notify each other when a task has been taken on.

2.  Never drop the ball on guest requests

A request or complaint left unresolved can spell disaster for a hotel’s reputation. Hoteliers wanting to ensure that no guest leaves unhappy should take advantage of automated job escalation protocols that bring an issue to the attention of higher-level staff if left unresolved for a pre-determined length of time. Using a system capable of ensuring that each stage of escalation conforms to a hotel’s set policies and procedures can also further guarantee that a guest request is always handled in the most professional manner possible.

3. Keep all personnel in the loop

Employees that have the ability to access real-time information are always in a better position to ensure that guest services retain a high standard of operation. When equipped with the ability to remotely view guest details in a property’s PMS, such staff can far more adequately address particular needs. This can be accomplished via a solution that allows staff to easily view VIP codes, room change information, or preferences listed under a particular guest’s profile, for instance.

4. Maintain proper inventory 

Running out of an amenity item due to high demand is hardly an excuse for a paying guest who wishes to get the most out of their hotel stay experience. By providing staff with a system capable of alerting them when the stock of a particular item is beginning to run low, hotels can safeguard the ability to ensure that each guest’s need is adequately catered to regardless of property occupancy levels or time of year.

5. The best is yet to be  

With guest demands continuously raising the bar on what is considered a satisfactory experience, today’s hotel staff are more than ever in need of a tool capable of comprehensively measuring performance. In order to judge service quality level, hoteliers must be able to view reports detailing critical factors such as the speed of request completion, the number of unfulfilled or dissatisfactory requests, and performance by individual staff members. Armed with such information, properties, and their staff can determine what areas are performing effectively as well as which aspects require immediate attention for improvement. By quickly identifying root causes behind ongoing issues, such hoteliers can readily change course and ensure that their property only delivers the highest level of service during the coming year and beyond.

Bonus:
Be ready for the New Normal

The COVID-19 pandemic has re-defined the delivery of regular hotel services and standards. The essential tips mentioned above will always be important considerations when looking to provide the best guest experience possible. But what was previously about creating highly personalized encounters now has been impeded by touch-free exchanges. And while contactless may be the new normal for the time being, and a smile behind a mask may not exactly spell hospitality,  there are things hotels can do that make guests feel safe and welcome.

It is critical to look for a hospitality technology solution that will not only support your hotel’s mandatory contactless and sanitization efforts without any added complicated processes. The solution that is adopted should also help minimize physical interactions wherever possible – from fulfilling guest requests to handing off ad-hoc tasks to other departments. Making the guest experience priority will be key for getting guests to stay repeatedly post-Covid. 

How can FCS Connect help you adopt these essential practices

W

Increase staff productivity by automating and tracking the handling of guest requests and internal work orders – from assignment to escalation and follow up

W

Ensure no request gets missed out with real-time job status overview and the ability to schedule recurring and future jobs

W

Achieve efficient & consistent levels of guest service at an optimized cost with measurable performance indicators and reports

W

Assign defects to the relevant department with inter-department work order management

W

Reduce miscommunication among staff by adding voice notes & images to work orders, instead of only text messages

W

Post minibar charges directly to the PMS and update room status on the go

Related Articles

Related

Empower your staff for the new normal

Empower your staff for the new normal

Whether you are opening your hotel in a few days or in a few months, it is crucial to have a plan for your staff to help them flourish in the New Normal working environment. Has your hotel done everything it can to help your team prepare for the arrival of guests?

read more
Contactless is the new normal

Contactless is the new normal

While creating a contactless experience is not a new concept in hospitality, COVID-19 changed all that in a flash – what was previously nice-to-have has now become a must-have. Guests now demand to know how hoteliers have prepared for guest stays and how they are enforcing social distancing among staff and guests. Wondering which contactless practices your hotel should adopt to give your guests peace of mind?

read more

Join

Subscribe for Updates & Offers

Be the first to know about our new products and get our special offers delivered directly to your inbox. Without a doubt, we will treat your details respectfully. Unsubscribe at any time.

Follow Us
Translate this page?