New properties are popping up across the globe, pushing the boundaries of what people expect from the hospitality service. Modern establishments come in all shapes and forms, but there are some basics that remain unchanged. That is the case with great hospitality management, which always goes a long way towards delighting guests. After all, it is an essential part of a welcoming and comforting experience. So, as a manager, you need to get ready to cover all your bases. Come up with a guest experience strategy and execute it peerlessly.
Open communication
Communication is the bedrock of any business management and it adds value to the operations on multiple levels. So, hone your soft skills and open the communication channels. Think about your value proposition and the essence of what you offer to customers - explain to them why it is worth it putting the trust in you. While at it, ensure all stakeholders are on the same page. Likewise, remember that the staff is in the loop regarding policy updates, new software tools, and potential issues with the property. Hold regular meetings and send email notifications when needed.
Form a great team
Your service is only as good as the team you assemble. Thus, it is crucial to be selective when it comes to hiring. Do not rush to fill the roles. Instead, prepare interview questions well ahead of time. Search skilled and motivated professionals who relate to the mission and culture of an organization. Once new members are onboard, provide clear instructions and guidelines, as well as training material and performance measurements. That way, you will be able to delegate tasks, have a peace of mind, and make your life much easier.
Design excellence
Interior and exterior design profoundly shapes guest experience. We are talking about small touches, big centerpieces, and everything in between. Therefore, see to it that all your design and décor choices reflect your brand, modern trends, and guest preferences. Think about the essentials before any bells and whistles. Employ lighting solutions to highlight details and accents. Utilize quality commercial shade sails and comfy furniture to create a nice outdoor café or pool area for guests. Make a striking first impression as guests walk into the lobby. The spectrum is near-endless.
Hospitality service staples
There are some basic requirements that every hospitality manager must pay special attention to. Cleanliness is one of them - all public spaces and rooms are to be sparkly (not broom) clean. Furthermore, you need to establish a set of safety/security measures for different guest profiles. Protect them with both sound practices and tech greatness. Next, offer fast and strong internet connectivity throughout the property. Free Wi-Fi is basically a gold industry standard. Lastly, round up the stellar experience with tasty food and beverages that cater to various tastes.
Regularly gather feedback
You cannot be the objective judge of your own performance. Customers must assume that role. Therefore, learn to listen to people in order to figure out what your strengths and weaknesses are. Note that there are multiple ways to gather feedback. First off, you should talk to your customers any opportunity you get. Secondly, carry out surveys and use acquired data to personalize and improve the service the next time. Finally, take online complaints and negative reviews seriously. They can cast a shadow over your reputation when left unaddressed.
Guests pay for the quality and overall experience, so you need to give them just that, a home away from home. To make the magic happen, embrace a proactive and holistic approach to management. Mind your hiring policy: secure smart talent and put together a killer team. Do not leave employees, owners, and other stakeholders in the dark.
Always be there for people and soak in the feedback. Keep an eye on basic amenities that every fine establishment must have and then wow guests with a swell interior design. Never stop learning and fine-tuning - that is the only way to match and exceed expectations.
Guest Author
Robert Clayton is a blogger with a degree in engineering based in Sydney. His interests and passions include DIY, green technologies and home improvement. He also loves good food, music, dogs and enjoys spending time by the ocean. He's a regular contributor for Smooth Decorator, An Australian Home improvement website.