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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 standard operating procedures

Hotel operations are varied , they can be complex, and how they’re done provides identity and reputation. Needless to say, it is crucial to the success to implement Hotel Standard Operating Procedures.  

All businesses benefit and operate at a higher efficiency when they have SOP’s in place. Due to the competitive and quick-paced nature of the hospitality industry, Hotels cannot afford to not utilize tried and true SOP’s.

Everything from how a credit card in run, to how the sheets are arranged needs to have its own procedure, and if it doesn’t, implement some immediately.

Spring break is nearly here, after that comes Summer, Fall breaks, the holidays, and on the cycle goes. If your hotel isn’t already part of a well known  Brand, or if it doesn’t already have functional SOP’s from your hotel management company, then pay close attention to these next two points explaining the importance.

Spring Cleaning for Hotels

No detail is too small when it comes to the hospitality industry. This idea can be applied to every area of hospitality, but today we are specifically referring to cleaning. Spring is on it’s way, and it’s time to begin developing a plan of attack for the annual “Spring Cleaning.” When we say no detail is too small, we mean it. Guests can and will notice everything, and your property is always one coffee stain away from either a less favorable review, or a lack of repeat business. This isn’t to say that every single guest is working overtime to find the smallest of details to whine about, of course not, but it’s general good practice to be detail-oriented and acutely aware of the guest experience. Not to mention, competition among hotels is fierce and anything you can do to stand out is worth doing, and attention to small details will certainly help you stand out.

Spring is on the horizon and we all know what that means… it’s time for Spring cleaning! Just after Winter and right before Summer, Spring is the ideal time to open the windows, let the sun shine on all the cobwebs, dust, and dirt. Here’s the thing about the hospitality industry – you’re expected to look ‘spring clean’ all year round. In the eyes of the guests, a hotel should always be welcoming, clean, and hospitable, there is no winter slump in our industry. Regardless, though, Spring is still an excellent time to get down and dirty with the cleaning and believe us, there are plenty of tasks to keep every hotel busy all Spring long. There are two main areas that require extra attention: the small tasks that often become brushed aside throughout the busy seasons and a general review of all cleaning procedures. Now is the time to consider a hotel spring clean. 

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hospitality recruiting

Experience is a consumers bottom line. Did the housekeeping staff forget to make up the room? Not good, but if the situation is handled with care, humility, and generosity the guest will remember being treated well, rather than dwell on their unmade room. The ultimate success of a hotel lies not in its fabulous location, recent remodel, or even it’s level of luxury. The success of a hotel lies in the hands of its reigning team. The team running the hotel can make or break its success, which is why it’s crucial to recruit and attract the most talented individuals.

Consider recruitment just as important as an investment as marketing, rebranding, and remodeling. In fact, all three of those actions will be rendered useless if you don’t have an all star team on the front lines of your hotel. Not only will your improved recruitment efforts yield you a sizeable ROI, but those same efforts are likely to increase ROI in all arenas. Just as an injury to one part of the body can have drastic negative effects on other areas, a less-than-good team member will have the same affect on your hotel – this idea works in reverse as well.

2016 has arrived and if you’re in need of top talent, break out the recruitment guns and get to work. The NFL spends enormous amounts of money, time, and effort on recruitment – take a leaf out of their book and do the same.

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best in hospitality

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou

It’s time to hit the ground running as you begin your search for new team members, or strategize ways to retain current ones. The biggest asset your hotel could ever possibly have is a kick-butt team. Location, level of luxury, amenities offered, price, so on and so forth, are all important factors, but at the end of the day, it’s people that have the biggest effect. The most beautiful and luxurious hotel in the world will get a horrible reputation if the team operating the property are not treating guests properly, and doing their jobs to the best of their abilities.

So new year, new intention – attract and keep top-notch talent, in order to be a top-notch hotel. The teams who end up competing in the Super Bowl did not get there with middle-shelf talent, they either started with exceptional talent, or they helped cultivate the talent with hours and hours of training and coaching. Recruit and retain, do those two actions thoroughly and you’ll be set up for success.

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Think back, what’s your earliest memory of having a story read to you? For as long as humans have existed on this Earth, storytelling has existed. It isn’t difficult to discern why humans love stories – emotion. Listening to, or a reading a story offers an opportunity to connect with people, places, and events emotionally. People love stories, because stories are an opportunity to feel something. Hotel’s should use stories as an opportunity to significantly increase revenue, through emotionally connecting with guests.

In last week’s post, we discussed the importance of workplace diversity and three huge benefits that come with hiring and promoting employees based on merit. This installment of our workplace diversity series will focus squarely on the first benefit we touched on last week–a diverse team creates broader perspectives.

Each individual teammate has a unique life experience, influenced by many things, including ethnicity, gender, age, religion, family situation, hierarchical status, class, sexual orientation, physical ability, and much more. This life experience affects how people think and solve problems.

Diversity in the workplace is one of those paradoxical subjects that is so important to discuss yet, at the same time, you wonder why it needs to be discussed at all. Why is workplace diversity something that needs to be promoted rather than something that is already so commonplace that it is a non-issue? For

This week we’re continuing our investigation into how hoteliers can get more green by going green. Last week we jumped into the deep end of water conservation, and this week we’re tackling the hot topic of energy conservation. There’s no way around it–operating 24/7, all year round uses up a lot of energy. But that

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