How to Improve Your Hotel's Services

This guide will show you the 4 main points to consider when improving your hotel's service.

This guide will show you the 4 main points to consider when improving your hotel's service. It's a continuous cycle of learning, analyzing, evaluating, and implementing strategies with a clear, concise, and achievable objective.

Regardless of your hotel's size or location, the correct implementation of these key points will help you improve your service, as this process is constant, universal, and cross-cutting.

 

 

 

1. Know Your Guest

 

This is the foundation for delivering excellent service. By knowing your guest, you will understand:

• Their needs.

• What they are looking for.

This allows you to focus your energy on what's important and improve services based on that. This way, you can give guests what they want and even exceed their expectations.

 

Example:

If your hotel caters to business executives, a reliable Wi-Fi connection will likely be more important to your guests than a comprehensive spa service.

 

 

2. Manage Online Reviews

 

Currently, online platforms have gained significant importance in the hotel industry.

Therefore, it's crucial to leverage this channel as an opportunity to connect with your guests and use their feedback as a means to improve the hotel.

 

 

 

 

 

Take the time to read comments, especially negative ones, and respond to them promptly. Then, take initiatives to improve your service based on this feedback.

 

 

3. Measure Satisfaction

 

It is essential to know how satisfied guests are with your services to take informed actions and improve their experience. For this, we recommend using tools that allow your hotel to be evaluated. It's important to have as many participants as possible to get a significant sample, unlike online comments which are few and generalized.

 

 

How can you measure satisfaction?

 

Surveys

OTA's

 

4. Set Goals and Measure Their Impact

 

For any organization to function correctly, everyone needs to be aligned towards the same end and focused on achieving a common goal.

 

 

If you want to improve internal communication among your hotel staff, it's necessary to consider the following aspects:

• Clarity in Objectives: You must have a clear understanding of your current situation to realistically determine what you want to achieve.

• Generate Goals: These goals can be linked to incentives that drive clear service improvements. It's good to have general objectives and specific ones for each area, improving both globally and in the details that matter to the guest.

• Regular Meetings: Periodic meetings are important for identifying problems, seeking improvements, and measuring results. This is useful for application in all areas of the hotel.

• Update Your Measurements: Keep your measurements updated to determine how they have evolved over time.

 

 

Conclusion

 

We hope this material helps you establish a starting point for improving your hotel's services!

Here's a summary of the most important points covered in this material:

• Know your guest to determine who they are, what they need, what they like, and thus offer better service.

• Manage online reviews, especially negative ones, and respond promptly to take action and improve service.

• Measure your guests' satisfaction; there are different ways to do this, including surveys and OTAs.

• Set realistic goals based on current data, make changes, and measure their impact on improving your service.

Keep in mind that increasing your TripAdvisor score by just 1 point allows you to raise your hotel's prices without affecting the number of bookings.