Everyone has had that guest that seems to point out every possible flaw with your hotel. Some people are hard to please, and no matter how hard you try some guests will still find things to complain about. But what about your average guest? Truth is most people won’t leave reviews or complain to you about what bothered them in your hotel, they just won’t come back again. Most of the time it’s little things that can get on people’s nerves, so what can be done to prevent these little things from becoming a big problem?
Be as clean as possible
I’ll get this out of the way here; mistakes happen. No hotel is perfect, but don’t let that be an excuse for not trying. Dirty rooms are a quick way to make your guests unhappy. They are also probably the quickest way to prevent someone from coming back. Make sure that your staff is as vigilant as possible at keeping each room and every other part of the hotel clean.
Keep your staff happy
As the saying goes, “happy wife, happy life.” Keep someone happy, and others will be happy as well. Happy staff will be more likely to create happy guests. No matter who you are, if you don’t like where you work, the work suffers. Don’t make your staff irritated or they’ll make your guests irritated. Everyone has their own ways of managing, but if you can create a happy work environment, your hotel will be better off.
Take responsibility for mistakes
Remember when I said mistakes happen? Well they do, and a lot of the time there isn’t anything you can do to stop it. Even when the guests brought the problem on themselves, take responsibility for the issue and stay calm as you work with the guest to solve the problem. I can’t tell you how many times other people have recommended a business to me because of how they respond to mistakes. Any little thing to make up for the mistake goes a long way. I remember the free movie tickets I got, not that the theater started showing the wrong film for the first 5 minutes. A minor inconvenience I was annoyed with turned into a great experience.
Remember you can’t please everyone
With some people you just don’t stand a chance. If people come to a hotel looking for mistakes, they are bound to find something that irks them. Treat them with respect and do your best but keep your focus on the average joe. If the average person staying at your hotel has a good experience, then they will keep coming back, and so will others
