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guest experience management

As we head into the busy seasons of Spring and Summer, it’s more important than ever to have standard operating procedures in place.

We’ve already detailed why SOP’s are crucial for internal processes, and now we’ll further explain why they are just as crucial for enhancing the guest’s experience.

Hotels that clearly pay attention to small details and are committed to customer service will always differentiate themselves. A hotel with branded and recognizable SOP’s will not only stand out, but will attract faithful repeat clients again and again, one of the true keys to loyalty and ultimately long-term success.

Anything your hotel can do to provide a consistently spectacular experience for the guest, is well-worth the time, effort, and resources required. Here are three key reasons why, and how, SOP’s enhance the experience.

hotel retention issues

First and foremost, the hospitality industry is a people business. All of the technology in the world cannot replace those crucial face to face interactions, which often literally make or break a guests experience and a hotel’s bottom line. You’ve worked diligently to attract, recruit, and train your team of all star players, and they’ve been able to turn frowns upside down left and right. Imagine how devastating it would be for your hotel to lose them, especially if it’s due to a variety of reasons that can be easily remedied. Investing in and improving recruitment was the first step, and learning how to protect your investment is the next step. After the NFL teams battle it out to get the most talented players, you better believe they do everything they can to keep them there.

Welcome back to our blog series about workplace diversity! Our introductory post reviewed 3 big benefits of workplace diversity, with subsequent posts diving deeper into each. Past posts discussed how workplace diversity prevents groupthink and poor decisions, increases employee engagement and success, and for today (the last post in the series), the discussion is about how it helps your hotel recruit superstar talent.

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