Managing quality is crucial for Hotels. Quality service and products helps to maintain customer satisfaction and loyalty (carry on reading or watch the video).
If you have poor service in your Hotel, good luck selling it … No amount of aggressive marketing can save a Hotel that has bad service in its Operations?
Hotel Guest Expectations need to be met …
Your customers expect your Hotel Service to be the quality that they expect. If it is not, they will quickly look for alternatives. An appropriate Quality is critical to satisfying your Hotel Guests and retaining their loyalty, so Guests continue to buy from you in the future.
Every Customer’s Expectation needs to be met during every shift, in every department during every stay at your Hotel.
Hotel Standards and Legislative Standards must be met
Hotel Standards need to be met 100% of the time. 99.9% of the time is not satisfactory. If we were to look at this from the perspective of just a couple of our standards failing, this could mean 1 in 1000 guests received food poisoning regularly or was stolen from? Is that acceptable?
A Hotel must meet all its’ thousands of Quality Standards 100% of the time with 100% of your Hotel Guests if it is to Succeed.
Hotel Costs always increase with Poor Quality
If you do not have effective quality control systems in your Hotel, you may incur the costs of poor-quality services. In some cases, you may have to scrap defective products and incur additional production costs to replace them. If defective products and services reach customers, you could, in serious cases, incur legal costs for failure to comply with customer or industry standards.
Hotel Costs always increase with Poor Quality – Profit always reduces with Bad Quality.
Hotel Reputations can easily be ruined
Quality influences your Hotel’s reputation. The growing importance of social media means that Hotel Guests can easily share both their favorable opinions and their criticism of your Hotels with individuals and millions of others across the World on social networking sites.
An entire Hotel’s Reputation can easily be Ruined today by a Single Poor Quality Experience shared online.
Managing quality is crucial for Hotels. Quality service and products helps to maintain customer satisfaction and loyalty.
If you have poor service in your Hotel, good luck selling it.