Have you ever booked a highly rated hotel and then wondered why this particular property was so highly rated?
Did you notice that something was simply not right or the same even though it received such good reviews?
What can and should these properties do on a regular basis to ensure that the product they deliver maintains the consistency and high quality of which they are proud?
Some of the areas that hotels should check regularly include: physical condition (inside and outside); Quality, operation and appearance of the restaurant; Food and meat SeriouslySmoked and quality in banquet facilities; Quality of the concierge services; how the phones and questions are answered and how complaints or difficulties are handled; Pages and reception; etc
One of the easiest areas to address, and one of the least underestimated (not overlooked, but not addressed consistently or adequately), is the internal and external physical state.
One of the duties of hotel management should be to take frequent hikes and observe things to see what guests can see. Are the walls clean or have the scratches never been removed (can this be easily solved if it is a maintenance function)?
Does the vacuum work in the room, or are the corners/edges rarely cleaned? What about the wooden strips?
Have they been modified or are they worn out?
Have exterior concrete or stone fragments been repaired/replaced or can they deteriorate?
Do the parts of the building look bright, do they need refreshment? When treated as part of a maintenance routine, these items are relatively inexpensive and create a positive first image for hotel guests.
When was the last time the hotel asked the evaluators to go to their restaurants, banquets, etc. and rated quality, service, appearance, staff, catering management, hiring, etc.?
Could the hotel management be surprised at what an objective vision could mean to them?
What about cleaning and maintenance?
Is the routine used optimally?
I recently visited a first class resort and discovered that while each housekeeper was assigned fourteen rooms, these rooms were staggered everywhere, rather than in a more efficient and logical manner.
Although I was out of my room quite early, my room was rarely cleaned before the afternoon, and even then there was inconsistent quality and performance. On some days the room was quite well maintained, while on other days, it seemed that they only complied with the procedures.
The floors of the corridor were vacuumed, but they only used the wide vacuum and not the annexes to enter the corners.
The same scratches appeared on the walls during my stay. The elevator was clean, but never illuminated or illuminated, and much of the interior and exterior areas could have used a little paint.
A good concierge can often compensate for a variety of other problems. But with more and more hotels that also sell vacation/interval possessions, the concierge often emphasizes that guests are touring and shopping instead of being exemplary janitors. If the concierge is well informed, guests will enjoy their stay, but if a concierge makes a bad recommendation, either because of lack of knowledge or training or because of greed, most guests also get upset.
– Management must also verify telephone procedures, including the time people are waiting, how phones are answered, professionalism, etc.
This often creates a first positive or negative impression on many guests. The same factors are required with respect to the porter/porter service personnel. Never confuse the fact that a hotel spends a lot of money on renovations with a superior experience. It is these characteristics that address at least the basic factors mentioned above, which always offer the best service.