Three Inside-Out Approaches to Increasing Guest Satisfaction

Smarter Team, Happier Guest

By Scott Schaedle Founder, Quore | December 31, 2017

At the heart of the hospitality industry’s tech-driven evolution, one truth remains: customer service reigns. The challenge for hotels, then, becomes navigating the current of mobile technology to keep up with the demands of today’s modern traveler while bridging the gap between hotel management, staff and guests – all in the name of white-glove hospitality.

Increasing guest satisfaction doesn’t start with the guest, but rather the internal players that shape the guest experience, whether they’re guest-facing or not. Today’s travelers operate in real-time, so your teams should too. Here are three ways to take an inside-out approach to guest satisfaction.

1. Mobilize your team. 

Today nearly 60 percent of travelers are opting to book hotel rooms on their smart phones, and 81 percent of travelers are turning to online reviews to dictate the decisions they make. So how can hotels accommodate this new breed of traveler? Instead of shying away from embracing new technology, hospitality brands should aim to accelerate their own internal operations by investing in a user-friendly, cloud-based software solution that benefits the brand as a whole. By operating under the same digital umbrella, hotel staff can communicate guest requests and work orders more efficiently, while holding each other accountable for day-to-day tasks.

Take Joe Grieco, vice president of operations and development for over 20 Gibson Hotel Management properties. Before implementing a mobile solution for his internal teams, Joe wanted to gauge the overall performance of his properties and monitor guest-related issues to make informed decisions on behalf of the brand. But inundated with paper tickets, logbooks and five-inch binders, he found it virtually impossible to keep tabs on multiple sites at once, much less identify systemic trends or recurring issues. Fast forward a few years, and Grieco doesn't know how he did his job before mobilizing his staff with smart hospitality technology. Today, he's able to automatically track patterns at each property to piece together a bigger picture of the brand in ways that he was never able to do before.

“The sink that stops up constantly or the guest that complains about a funny smell from their room never gets rolled up or assembled into a story. I'm now able to have that bird's eye view and identify these repetitions,” said Grieco. “From a corporate standpoint, mobile technology is our biggest asset to getting a pulse on one property or the whole group. Consolidating everything in one place not only gives me the whole picture, but also allows me to make smarter decisions.”

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Sapna Mehta Mangal
Nancy Griffin
Randa Tukan
Nigel Cossey
Taryn Holowka
Coming up in August 2018...

Food & Beverage: Millennials Rule

The Millennial Generation has surpassed the Baby Boomers to become the largest living generation in America, and their tastes and preferences are being reflected in the Food & Beverage industry. In general, Millennials insist on more natural, healthier, less-processed food and beverage sources, and in part, this inspired the farm-to-table movement. However, now the trend is becoming even more pronounced and hyper-local. Millennials no longer simply want to know their food is farm-to-table, they want to know which farm, and where it's located relative to the community. As a result, hotel F&B directors are redesigning entire menus to feature area brewers, wineries, and family farms. Not only is this a proven way to satisfy Millennial tastes but it also opens the door for hotel guests to enjoy immersive experiences such as tours and excursions to local farms and breweries. Also, thanks in no small part to Millennials, coffee consumption is at an all-time high. In response, F&B directors are creating innovative ways to enhance the coffee experience for guests. Nitro-brewed coffee, cold brew, lattes on draft, and the introduction of unique milk options are part of this trend, as are locally sourced coffee beans where available. Millennial influences can also be found in the Craft and Artisan Cocktail movement where the same preferences for locally sourced and high-quality ingredients apply. One leading hotel even offers a drink menu featuring liquors infused with herbs recommended by experts for their health and well-being benefits. The August issue of the Hotel Business Review will document the trends and challenges in the food and beverage sector, and report on what some leading hotels are doing to enhance this area of their business.