Are your processes, procedures and staff training modules up to date? If not, this is a great time to ensure critical practices are reviewed and relevant updates made.
Customer satisfaction – What are your customers looking for? Service? Read the customer feedback – are there any trends? Have you made sure that your team are not loaded down in unnecessary work? Remember to talk with your teams. Are they feeling effective and efficient to attend to your guests?
Processes, Procedures, Training – Take the opportunity to look at the processes or procedures for your teams. When was the last time your team had quality training? It is a good time to look at the basics. And check the workflows for your teams to see if they are efficient and effective.
Example 1. Consider is your team cleaning reservations data before arrival? Take a step back. Keep it simple. Review why this might be needed in the first place. Find the root cause and fix it. Maybe the reservations training needs to be reviewed.
Example 2. Do the guests check out before the charge from the hotel restaurant has been posted to the guest folio? Talk to the team. Keep it simple. What ideas do they have to overcome this scenario?
Guest experience and revenue for your property can be improved by ensuring your team is effective and efficient.
People love to travel. Travellers want to explore. Friends and Family want to meet. People will travel again.
Be ready to welcome your guests, by ensuring your team can serve them best.
