Five Essentials To Get Back To That Might Have Fallen Off in 2020
Did you know that a busy hotel runs better than a slow hotel?
We’ve said this forever and have experienced it for just as long. When occupancy drops, mistakes start to happen. The frenetic pace of a consistently busy hotel almost ensures that eyes and hands are everywhere, and everyone is on their game.
“Busy” in the traditional sense hasn’t been the case in most hotels for quite some time, but people are still travelling, and expectations are arguably higher than ever. With everything that the past year has brought, it’s completely expected (and normal) that a handful of basics have fallen off but it’s time to turn attention back to getting these essentials re-established.
Over-communication (especially pre-stay and during)
Has your arrival experience changed or have services been removed? How about new facilities information, different in-room cleaning or room servicing practices? What’s obvious to you and your team is not obvious to your guests. You’ve got to explain everything ahead and of to set expectations and review again upon arrival. The more relevant detail with options and alternatives the better.
Delivering on set expectations
Staffing may be tight but if you say something will happen, do it. Forgetting or passing on information to another shift or department so they can execute wasn’t acceptable before and it’s not acceptable now.
Room quality and maintenance
Rooms may have gone weeks between guests. Similarly, staffing may have been reduced to the point where performing regular maintenance and deep cleaning hasn’t happened for a long time. Make sure to get a system back in place where you’re fully inspecting and testing guest rooms. Checking to make sure the TV’s, toilets, lightbulbs and tech are working and that dust or mildew aren’t becoming a problem. Nothing ruins a stay quicker than a dirty room with broken FF&E.
Public area social distancing expectations
In our coronavirus world, elevators and escalators have become places that elicit fierce senses of personal space. Make sure you’ve not only got signage placed around the hotel explaining capacity limitations, tell people in pre-arrival communication and during check in. Believe it or not, there are many out there who still need it.
Thank people for their business
Everyone is grinding to try and win every occupied room, but don’t neglect the final goodbye. A heartful “thank you for staying” goes much further today than ever before. Make sure your guests know you appreciate them choosing you and that they feel like they are contributing to the hotel staying afloat during these difficult times.
We’ll get through this downturn at some point and when we do, you’ll want to be in the best position to ramp back up with as little effort as possible. These service essentials will help your operation get there.
Questions? Have I missed any points? Need to brainstorm a topic? Share below in the comments — I’d love to hear them and help!
