We can afford to be a bit behind on daily chores in our own homes. It doesn’t matter if we haven’t done the washing or dusted the top shelf – who’s going to know? However, the same can’t be said for hotels. If a hotel lets its standards slip, so does its reputation – and possibly the hotel itself.
Yes, not every hotel is The Ritz or The Savoy, but there are some basic standards and services that every hotel must maintain. First impressions can make or break a hotel, so things need to be kept in check. It’s the equivalent of having company in your home – you wouldn’t let your visitors use a dirty bathroom any more than a hotel would let its guests stay in a dirty room.
Check out the five things that every hotel needs to keep a good hotel running (and to keep the pesky hotel inspectors happy!)
Excellent Customer Service
Customer service is essential when running a hotel. If a guest isn’t made to feel welcome, it can be a real turn-off. When checking in at reception, make sure the guest is greeted with eye contact and a friendly smile. They need to feel like the most important person in the room, and know that you really care.
Educate your staff to be equally as concerned about your guests as you are – because if you don’t look after your guests, your competition will. Hire people who are enthusiastic and able to provide the best possible experience for your guests.
Keep all external signs clean and make sure they have up-to-date information on them. They’re an important part of a guest’s first impression, and if the external points of the hotel look unloved, chances are the customer will think the interior isn’t much better.
Make the presentation enticing and welcoming by having the correct information on display. If something is incorrect or no longer available, stop advertising it. Either amend it or remove it – otherwise you’re misleading your customers, which is never a good start.
When providing food for guests, keep the menu simple. It’s easy to think that the more choice there is, the better the menu, but this isn’t always the case. Instead of bombarding your guests with an extensive menu, keep it simple by using few ingredients and presenting them in different ways.
A large menu with lots of ingredients means high stock costs and a greater need for storage space, as well as more labour to prepare those ingredients. It’s not only a strain on the guest but the chef too. Instead, carefully select dishes that help define your hotel.
Price It Right
Avoid over or under-charging people for their stay. The right price is one of the main factors that determines whether or not a person will choose to stay at your hotel. You don’t want to rip off your customers, but at the same time you still need to make a profit.
Research the competition and what other hotels charge, then compare them to your prices and see if you can provide a better deal. Also, decide what end of the market your hotel lies in: budget, luxury, or somewhere in between? Base your price on the services that you provide as well, because if you’ve got a large hotel you may offer gym/spa/pool facilities, which will mean charging more.
This is the most important point that every hotel – no matter what its star rating – should always strive to maintain. Hotel cleanliness is something every guest expects to be upheld to the highest standard. Make sure you hire competent workers who you know you can trust to do a good job.
Depending on your budget, you may have to choose between hiring onsite cleaning staff specifically for your hotel or opting for an external hotel cleaning service. Either way, to ensure the cleanliness of your hotel is carried out to a professional degree, it’s worth investing in cleaning – whether in the form of your own staff or otherwise.
So there you have it – the five commandments that every hotel should religiously follow to keep a good hotel running. So write them down and hang them up, because a commandment a day keeps the hotel inspector away.
What are your thoughts on the most telling aspects of a well-run hotel? Share your ideas in the comments below.
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Jade is a keen writer and a lover of animals. She enjoys going to music festivals, and can’t resist browsing through vintage shops to see what treasures she can unearth.