Many things have changed since the pandemic. Guest expectations are one. One, guests expect the same experiences as they used to have. They also expect more cleanliness, touchless technology and timely digital communication. How do these high expectations affect hotels when there are so many staff shortages? Don’t worry. It doesn’t mean you have to do everything.

We offer practical advice on making your guests happy and managing their expectations in a “guest satisfaction crisis”.

How to manage guest expectations

It is important to meet guest expectations and communicate clearly with them. Let’s look at what you can do for guest satisfaction regarding cleanliness, dining options, customer service, and other top concerns.

Cleanliness

This is a difficult one for hotels already struggling with staff shortages. The pandemic has raised guests’ expectations for cleanliness. The report shows that many hotels reduce housekeeping standards to make ends meet, such as removing daily housekeeping visits. People don’t like to make their beds while on vacation because of the piles of garbage and wet towels. It is easy to see why such conditions do not feel like a vacation. Some people have had more severe problems with mold, stains and dust.

Action Cleanliness is a top priority for guests. This can be achieved by streamlining your housekeeping. It doesn’t matter if rooms are cleaned daily or every other day. You need an automated system that can help you keep track of your housekeeping tasks, schedules, and status.

WebRezPro is a property management software (PMS). It includes housekeeping software that helps hotels organize and track their housekeeping responsibilities. Additionally, it has itemized checklists for specific rooms to maintain standard cleaning practices. It is mobile-friendly so that housekeepers can view their schedules and update rooms. The system also integrates with the front desk to allow staff to see which rooms are clean and available for guests instantly. Maintenance alarms can be attached to each room to notify staff about guest complaints and requests.

Communicate: It is important to communicate about cleanliness. Communicate: It is important to communicate with guests about your housekeeping obligations. We don’t recommend removing a daily room clean. However, it is possible to make it optional. Guest satisfaction is strongly tied to cleanliness. Pre-arrival messages should include a link to your current policies or an automated message that outlines your housekeeping procedures. This will let guests know what to expect. Consider including the option for guests to choose whether they want daily housekeeping or not. As a reward for their efforts to save the environment, you could give guests a perk like a complimentary drink for each day they choose not to do daily housekeeping.

There are many dining options.

Next on the guest satisfaction scale are dining options. Many hotels shut down their lounges and breakfast bars after the pandemic. They haven’t opened them again due to staffing problems. For guests who are used to having a continental or free breakfast, the most frustrating thing is a lack of breakfast.

Action For hotels without a restaurant but with the staff needed, a self-serve breakfast counter could be set up. It would include simple food items such as muffins, yogurt, fruit and cereal. It’s time to re-open your breakfast bar. Even if you don’t have the waffle maker or the biscuits and gravy, You might also consider room service, which doesn’t require wait staff, pre-packaged pastries, self-serve coffee in your lobby, and a list of nearby restaurants that have partnered with you to offer guests a discount.

Be clear about the choices you make in dining. Dissatisfaction with your offerings correlates to guests not getting what they expect. Make sure your website is up-to-date. Focus on the positive. Instead of dwelling on the fact that your breakfast bar is closed for business, consider the discount offered by the nearby restaurant or the convenience of pre-packaged, grab-and-go breakfasts.

Customer service

Guest satisfaction is directly affected by customer service. The helpful staff creates a pleasant experience, while stressed-out staff can make it unpleasant. It’s not rocket science, but it’s well worth exploring.

Action:

• Training– This could be as simple as providing additional training or reminding people about the importance of good service. Good reviews should be celebrated and modeled. What motivates your staff? Is it the joy of knowing that they are making a difference or the promise of a pizza party for positive reviews?
• Streamline– Reduce the stress on your staff by streamlining your operations. WebRezPro is a PMS that can automate booking confirmation and pre-arrival emails. It also allows online guest registration, eliminating the need for front desk staff.
• Be positive. Remember that your staff cannot give from an empty cup. Positive reinforcement, morning bagels, and free refreshments can all go a long way in showing your appreciation for your staff. Listen to what your staff needs from you.

Communicate with Empower your guests to take control of their comfort and satisfaction using hotel technology. You can save time by inviting your guests to register online before they arrive via email. It’s up to the guests to decide if they want a room refresh. You can also greet guests face-to-face and contact them via SMS throughout their stay. You can correct any issues immediately, rather than waiting for negative reviews. It’s your job as a hotelier to communicate with guests clearly and openly. Hotel technology can help you do this efficiently.