Everybody knows that getting people into your business involves letting them know about you. What’s one of the best ways to get them to do that? Word of mouth? Online reviews? When you’re a hotel, you need both these things as much as possible.
The hotel business is seasonal. We all know this. Some months will bring in more tourism to the area than others. Here’s the thing though, during the busier months do you want the competition to be practically stealing money from under your nose? Of course you don’t.
To get those good reviews and word of mouth, you need to impress people.
First of all we have the service. It needs to be good, and it needs to be functional. It’s all well and good having a chat with a customer as they sign in, but imagine being the person stood behind them in a queue. You don’t want to be delayed from checking in because the person in front is having a chat.
Keep your pleasantries sincere but punctual.
Now we come to the room. About seventy percent of a positive reaction to your hotel is built on the room. You need it to be perfectly spotless. As like it has never been used before.
Cleaning staff need to be well trained in maximising cleanliness against the time it takes to clean. A clean room is fine, but when you have a whole row of them to clean before check in time it can be a rush.
The room itself needs to be constructed perfectly. The bed itself needs to be firm but comfortable. It’s not an easy task finding a halfway point between these two. Not everybody is going to agree on the comfort level.
The sheets need to be quality too, like the hotel bedding by Richard Haworth for example. They not only need to be clean, but they need to be fitted well. They need to be like hospital corners. Tight and neat.
Any chairs in the room need to be comfortable too. If they don’t like sitting on the bed and want some back support, they’d rather be sat somewhere that doesn’t hurt.
The positioning of any television needs to be considered too. Having it directly in front of the bed is ideal. Television in bed is one of the greater pleasures of a hotel room that some don’t have at home. It just exudes comfort.
Tea and coffee making supplies are standard at this point. Don’t leave customers without those facilities. The first thing people like to do after checking in is a nice sit down with a hot drink.
Hotel work isn’t rocket science. It’s all about good service and great comfort. Now the logistics of this can get a little complicated. Levels of good service and comfort can vary from customer to customer.
What should you be aiming for? A gold standard. A level of quality you can never dip under. From there, you want to try gradually improving. You’ll be taking customers from competitors in no time.