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Hotels & Resorts

Five High-Impact Ways
to improve guest experiences

Five High-Impact Ways to improve guest experiences

A look at how to continuously improve janitorial and hospitality services at hotels & resorts. 

Hotels & Resorts

Cabin Experience and Appearance

Five High-Impact Ways to improve guest experiences

A look at how to continuously improve janitorial and hospitality services at hotels & resorts. 

Committed to Continuous Improvement

In an industry arguably hit hardest by COVID-19 the past two years, things are looking up. Borders are open, travel is steadily increasing and hotels and resorts are working to accommodate guests expectations when choosing where to stay, whether traveling on business or for pleasure. As guests expectations are ever changing, one thing is constant; they expect the best in clean. This has been an industry standard at high-end properties across the nation, but after COVID and enhanced cleaning practices, this needs to remain at the top of innovation practices. Below, we cover 5 high-impact ways to continually improve guest experiences. 

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01.

Enhanced focus on customer service training

Good customer service is essential for any business, but it is especially important in the hospitality industry where guests expect a high level of service. Improve hospitality services by investing in a service company that prioritizes training for its employees on how to effectively communicate with guests and anticipate their needs. This can include training on topics such as how to greet guests, handle complaints, and provide assistance with any issues that may arise.

02.

Utilizing data and customer feedback

Gathering and responding to guest feedback is a key way for a hotel or resort to understand what is working well and where there may be areas for improvement. This can be as simple as having a suggestion box in the lobby or more formalized through the use of surveys. Utilizing QR code feedback in restrooms, service cards and guest rooms can also create data pools on what guest are happy with and more importantly, unhappy with. The service company can then use this feedback to make changes and improvements to the services they provide.

03.

Offering more than meets the eye

In addition to sourcing traditional janitorial services, a hotel or resort can improve hospitality services by offering additional services to guests through their service partner. This could include in-house dry-cleaning and laundry services, customized room services and turn-down service. These types of services can help to make guests feel more comfortable and enhance their overall experience during their stay. 

04.

Enhancing quality to elevate the experience

Keeping focused on the essential services helps ensure the standards of a high-end hotel or resort are kept. Improving processes and standardizing timed intervals for service in all common areas, guest rooms and restrooms are paramount to exceeding expectations.

 

A clean and well-maintained environment is essential for any hotel or resort. Properties can improve hospitality services by ensuring that all common areas, guest rooms, and restrooms are kept clean and well-maintained at all times through standardized processes and attention to detail. Creating flow charts and game-like task cards for tasks such as vacuuming, dusting and provisioning supplies ensure that all amenities and surrounding areas emphasize quality and experience.  

05.

Creating a bespoke experience through tailored service

Have a cohesive relationship with your service partner, establish a relationship where they embody the brand and the company. A service partner can then work with the hotel or resort management to understand their specific needs and tailor the service to meet those needs. This could include providing special cleaning services for events or developing a custom maintenance plan to address the specific needs of the property.

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