Guest Satisfaction and Repeat Business
By Brian McSherry Chief Operating Officer, M&R Hotel Management | April 10, 2016
Given the importance of guest satisfaction to a hotel's repeat business, experienced operators know that the more hands-on their delivery of guest service, the more successful they're likely to be.
Excellent service is achieved through consistent, ongoing training for every member of the hotel staff. It's not good enough to train just the senior team and expect best practices to filter down. Training must be inclusive, involving everyone who works in a hotel.
Line employees, after all, have the most face time with guests. Bell staff, front desk associates and housekeepers interact with guests regularly. In fact, shuttle van drivers, who pick up and return guests to the airport, can be responsible for guests' first and last impression of the hotel.
In hotels where complimentary breakfast is a brand standard, the staff keeps the buffet stocked and responds to special requests. When you consider breakfast attendants provide guest service in a very direct way, it's clear why top-to-bottom training is essential.
Guest comments posted on brand websites and TripAdvisor make the case. Time and again, guests take the time to single out individual staff members by name for special mention.
It could be Jack, the bellman who stood out in the rain to hail a guest a taxi, or Eileen, the breakfast attendant, who warmed up the baby's bottle or was able to find a box of a toddler's favorite cereal.