With everything that the past year has brought, it’s completely expected (and normal) that a handful of basics have fallen off but as occupancy starts to pick up and basics aren’t brought back in line quickly, your hotel could start to see more negative reviews than normal; and since overall reviews are down, it could be much harder to dig out of a slew of negative reviews, pushing you down the list and making it harder to grow your occupancy at the same (or better) rate than the market.
There are five, low barrier steps that you can take today that will dramatically improve the service in your hotel and ensure that you’re well positioned for when guests start to come back in larger numbers.
The 5/10 rule
Ending employee conversations when guests are present
Acknowledging guests when you pass them in the hall
Walking guests part way when they ask for directions
If you like this article but are struggling with consistency or simply can’t find the time to implement an improvement plan, here’s the next thing you can do. Get in touch with us for a free conversation about what you’re dealing with and we can strategize a solution together.