Posts Tagged ‘dealing with guest complaints’

Overcome your guests’ challenges

Friday, February 10th, 2012

Listen to all the reasons people give for NOT staying, or limiting their stay with you. What other services you can provide that might just tip the balance in favour of that night out, overnight stay or weekend away. Think of the challenges your guests face, and how easily you could solve their problems:

  • No baby sitter – can you offer a babysitting service
  • What to do with the dog – recommend kennels (or allow dogs)
  • Poor transport network – provide a free taxi service to and from the station or airport
  • If I stay away another night I’ll miss my gym session and end up eating more than I should – a common concern for business users, so set up temporary membership arrangements at the local gym, and provide a healthy option light or calorie counted meal
  • The kids will want their bikes, but we don’t have a bike rack – offer bike hire or team up with a local hire shop ~
  • There’s nothing to do if the weather is bad – set up a kids’ play room and indoor entertainment area, and provide games and indoor activities
  • I don’t have time to do my laundry, get my hair cut or legs waxed – provide a laundry and pressing service, or offer complimentary or discount vouchers for your own spa or a local beauty or hair salon

You could take the attitude ‘that’s not my problem’ or you can see these ‘problems’ as great opportunities for additional services. Without having to think too hard or spend too much, people can have a ready-solved problem if you’ve put together a package ‘just for them’.
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Offer your hotel guests and restaurant customers a choice

Monday, February 6th, 2012

Give your guests choice. This does not mean having 100 items on your breakfast menu or 40 types of pillow – but do give them a choice you can cope with. Again listen to what your customers tell you.

  • In your restaurant, how often do people tell you they are too full for a dessert? Serving huge portions may be appealing to some, but others may be put off having a starter or dessert if they think the portion sizes are too big. Why not provide a taster version, for a slightly lower price, to ensure the sale? That way the waiting staff don’t need to make a judgement call or check with the kitchen if this can be done; it’s already in the system, and the kitchen don’t have to guess the portion size.
  • Can you offer a choice of rooms in terms of features or facilities? Even if the rooms are all a standard layout, can you offer people a choice of outlook, proximity to reception, in-room amenities etc?
  • How often do you get asked what time is check out? Can you be flexible to allow later check-outs (for an additional cost or as part of a promotional special) so guests have the opportunity to make the most of their last day before they head home?
  • Do your guests come to you to celebrate special occasions? If so do you have one room, which is very special in its own right, or where you can include extra services? What else can you add to your standard offer to make a deluxe version to sell at a premium price?

Become your own hotel inspector, or train your staff to become your personal team of hotel inspectors giving you valuable and objective feedback where ever and whenever you want http://www.zealcoaching.com/products-resources/the-customer-journey/