Even if you offer hotel guests fully renovated, luxurious amenities, without top-notch customer service, your hotel business will suffer. Great customer service is what prompts guests to leave favorable reviews, recommend you to their friends, and plan return visits. If your customer service isn't as impeccable as it should be, just follow these tips to get on track.
Implement Modern Paging Systems
A sophisticated new paging system improves your customer service in several ways. First, it allows the staff to immediately and conveniently communicate with each other. So, if a guest needs more towels, there is an issue with someone's bill that requires manager assistance, or any other customer service needs arise, your staff can alert each other instantaneously and with discretion.
In some cases, it may also make sense to pass out pagers to your hotel guests. For example, if someone wants to check in early but their room isn't quite ready yet, just hand them a pager, invite them to relax in the lobby with a cocktail and free wifi, and the pager will buzz when their room is available. Paging systems now seamlessly integrate with many hotel management software systems, making things even more convenient for your staff and guests alike.
Outsource Your Hiring
When you handle all of the hiring yourself, you may quickly become overwhelmed. It is also way too easy to let a less than ideal candidate slip through because their sister's boyfriend used to work for you and you feel a sense of loyalty.
By outsourcing to an unbiased, results-driven hotel staffing agency, you will be connected to the best candidates for every position with minimal effort on your part. Staffing agencies can also handle background checks, references, and even onboarding to ensure your new employees are qualified and ready to offer top-notch customer service from day one.
Implement an Employee Recognition Program
Use positive reinforcement to your advantage by allowing guests and employees to nominate staff members who provided outstanding customer service in a given month. The employees who receive the most recognition for customer service each month can be rewarded, whether it's a gift certificate to the movies, a dinner in your hotel restaurant, or simply a certificate of recognition on the wall. Rewarding the best customer service behavior will motivate your entire staff to amp their own service up.
Following these tips will vastly improve communication among your staff and to your guests, while also offering a much more positive overall customer service experience. To learn more about paging systems, contact DO Communications.