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3 Keys to Great Hotel Service

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There is much more that goes into to providing great hospitality service than simply providing a bed a mini-fridge. However, there are some keys to success in the industry that are often overlooked. Sometimes this happens because an individual is new to the hotel industry and are not experienced enough to know some of the subtleties of service. It could also be that a hotel manager or employee has become burned out and begins to slack on the details. These are not easy jobs, and both of those are very realistic cases that happen all the time.

Luckily, this guide for keys to hotel service can help hospitality rookies and old vets alike improve the service, streamline the operations and improve the guest experience at their establishments. Whether you are just starting out in this field and looking to take in as much new information as possible, or you are an experienced hotel manager that needs a refresher course in the crucial aspects of success in modern hotels, this article should provide you with all the information you need to keep your guests happy.

1.  Build a Great Team

There are few things that are more important to a great guest experience than a great hotel staff. Your staff will represent you and your establishment, and they are the backbone of great hotels. Hire the right people with a great attitude, appropriate skills and the ability to work on a team and help them to grow.

If you are a hotel owner, the most important position– by far– you will hire will be your hotel manager. This person should have many years in the hospitality industry, and a degree in hotel management may be required.

As a manager, your team-building skills may be the most important characteristics, particularly early on. You also need to be able to identify talent– when hiring and potentially promoting– and know what type of person fits in what type of role within your establishment. Different types and sizes of establishments will require different staff members, but there are some constants in any hotel:

Front desk / Concierge

  • Housekeeping
  • Accounting
  • Human resources
  • Any necessary restaurant staff
  • Any other staff that may be specific to your establishment

2. Build Business Relationships

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While a hotel can provide many services necessary for a successful, enjoyable vacation, there are many products and services guests will require outside your establishment. You can use this to your advantage by creating and building partnerships with local establishments that provide other things your guests need.

For example, if you have a Manhattan hotel that caters to tourists, you may partner with a business for renting a bike for a Central Park tour. If your hotel often hosts visitors from foreign countries, you may benefit from a partnership with translators or businesses that can help exchange currency. A few other common examples of local partnerships include:

Restaurants

  • Attractions
  • Parks
  • Foundations
  • Museums
  • Any other business your guests may visit or patronize

3. Market Your Establishment Properly

In our modern, digital world, there are countless ways to get the word out about your establishment and draw in new guests. Building a great website is a key in modern hotels, and since most guests book online nowadays, your booking interface should be simple and easy to use. You can also use social media to advertise and promote your hotel, and you should always be aware of your reviews/ratings on Google, Yelp and similar sites.

Since few hotel managers are also digital marketing experts, you may need to hire outside help for most of your marketing efforts. Make sure the firm you hire has experience in hospitality and matches up with your goals and values.

There are always steps you can take to improve your operations and services, and you should be willing to learn. Perhaps the best advice will come directly from guests, so always be ready to listen to any suggestions, feedback and complaints. If you learn a way that something in your establishment could be improved or streamlined, do not hesitate to implement new strategies and take advantage of modern technologies.

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