Are you hosting a family gathering during the upcoming holiday season? Perhaps, you don’t have enough space in your home for all of your visiting, out-of-town family members to stay. If you can relate to this scenario, consider renting hotel rooms for some of your loved ones to stay in during the holidays. Before booking rooms, talk with your family members in order to assess their needs. For example, you might need to rent a room containing two queen beds and a baby bed for a young family. Or, you may need to secure a handicap accessible room for an older relative. Booking a hotel that offers a complimentary continental breakfast is a good idea. On this blog, I hope you will discover the benefits of renting hotel rooms for visiting family members this holiday season. Enjoy!
Even though they're rarely responsible for the issue at hand, a hotel's front desk employees are often the first point of contact for a hotel guest who is annoyed about something. Whether a guest in a neighboring room was too loud or the in-room air conditioner didn't get cold enough, a hotel guest will approach the front desk with the hope of getting satisfaction about his or her complaint. When you run a hotel, you need your front desk staff to have a number of qualities, including patience, empathy, and a desire to make things right. Here are some points to emphasize when you train these employees:
Convey That They Understand The Issue
Few things can escalate a complaint issue quicker than the employee not acting as though he or she understands. This can cause the guest to feel upset. Train your employees to clearly state that they understand why the guest is upset. Doing so is a simple way to diffuse the situation and make the guest feel as though he or she is being heard. Something such as, "I'm sorry that the guest next to you had the TV on half the night — I can definitely understand how that would have disrupted your quality of sleep" can benefit the situation.
Express What Will Change
Guests want to hear that there will be a solution to their issue, especially if they've raised the problem before the end of their stay. After conveying understanding, your front desk clerk should be able to quickly offer a solution that will change the problem. For example, in the case of a noisy guest adjacent to the guest standing at the front desk, the clerk should offer to switch the guest to a different room. It's also ideal to offer something extra desirable in this case, such as a room on a designated quiet floor or a room at the end of the hall.
Offer Something Else
It's also ideal if your front desk clerks know that they can offer something additional to keep the guest happy. This can make a content guest really pleased with your hotel or can help a still-annoyed guest feel better. What you offer can vary significantly, including a percentage off the total bill, vouchers for a complimentary meal at the restaurant, or something comparable. This added benefit can ensure that even after having an issue, the guest will consider booking with you again in the future.
Contact a company like Integrity Hotel Partners for more information and assistance.
Share8 November 2017
