Customer feedback is an essential source of information for many businesses, especially for hotels. Customer evaluations are a great way to improve services and inform positive change. However, customer feedback is changing in the digital age. As social networking and online reviews become more popular, it’s more important than ever to make sure that guest complaints are addressed in a timely fashion. All it takes is one bad online review to hurt a business’s reputation.
So, how can a hotel enhance the guest experience and reduce negative feedback?
1. Discover Sources of Hotel Guest Feedback
Thanks to travel websites and popular online review forums like Yelp, hotels have access to a large and rapidly growing number of online customer reviews. However, hotel ratings may not tell the full story. A guest is much more likely to leave a negative review than a positive one, so make sure your maintenance team is made aware of guest complaints as soon as possible.
It’s a good practice to leave guest feedback cards in hotel rooms so you can learn about any issues a guest may have had and address them before you find out about it through the power of the internet.
2. Understand How Teams Can Work Together
Facility managers, housekeeping staff and maintenance crews have the ability to drastically improve guest ratings. A strong maintenance schedule and housekeeping plan can make a huge difference in how highly guests enjoy their hotel experience. If these teams work together, there is a much higher chance of delighting guests during their stays.
3. Open Communication and Follow Up With Guests
The bottom line is that maintenance teams need to know about dysfunctional assets as soon as possible. Guests that don’t feel welcome to share their feedback are more likely to post about their negative experience (and your long lost service request) online.
Opening up communication between guests and maintenance teams by leaving a personal note when something in their room was fixed is a great way to mitigate this risk. By communicating with your guests and providing them an outlet t give feedback about their experience, your hotel will be miles ahead of the competition in terms of addressing concerns early and delighting customers.
Free Ebook for Hotel Facility Managers
Keep your hotel, resort or spa ahead of the game by downloading the 2019 Guide to Hotel Maintenance and Management. You’ll learn ways to bounce back from operational mishaps, boost revenue and improve your facility’s overall performance. Learn more about this ebook and its contents here.
How does your facilities team contribute to excellent customer service? Let us know by leaving a comment below!