We all assume we know what our guests desire when they stay with us. Do you really know or are you assuming you know?
Do you need more or less amenities?
Some hotels and companies do an excellent job surveying their guests. These hotels have advance knowledge on their customers changing tastes.
When was the last time you surveyed your guests when they checked in or out?
Start by giving guests a 4″ x 6″ card at check in that asks: Please indicate the 3 things we can do to make your stay enjoyable. Then have 3 lines. At bottom ask them if they would like you to remember these for their next visit. If so please enter their name and email address.
At check out give them a second 4″ x 6″ card asking them to list the 5 most important amenities you can offer. At bottom ask them if they would like you to remember these for their next visit. If so please enter their name and email address.
Giving guests blank cards enables them to tell you exactly what is most important to them. After the guest has left have your front desk staff indicate on the card whether the guest is traveling on business or pleasure. If possible identify the business the guest is in.
Several hotels are starting to survey their customers each time they check in. The hotels have developed follow-up mini-surveys for repeat customers. Better service starts by understanding each of our guests. The above program cost is typically less than $25 per month. If you don’t have the ability to print on 4″ x 6″ card stock, then use 8 1/2″ x 11″ 28 pound paper stock. Run it through your photocopier and cut it into quarters.
To run efficiently, we each need to apply “zero based” practices whenever possible. This means starting without preconceptions. Several hotels that have done this have found they could eliminate some of the room amenities they provide “as a matter of course.” Of course these hotels have to meet brand standards. They have also been able to suggest to brands that some amenities need to be available. That doesn’t mean they need to be in the room.
