How to set key performance indicators for your hotel staff | hotel booking systems

If you run an independent hotel, you might not think that key performance indicators (KPIs) are relevant. But in truth they can make it much easier to manage staff, hit targets and keep up with the big chains.

Whether you’re new to the hospitality industry or an old hand in the business, it pays to track employee performance.

Here are a few tips on how to set KPIs for your staff which will benefit the entire hotel.

Getting started

KPIs for staffing | hotel software uk

It might seem obvious, but KPIs for employees need to be related to the performance goals you’ve set for the business as a whole.

You might want to raise occupancy rates, increase per-room revenues and boost customer satisfaction. Measuring your success in each area will be tied to staff performance, as well as the broader business strategy of your hotel.

There are lots of overarching KPIs related to staffing to consider; calculating the cost of wages as a proportion of your total monthly sales is a good example.

You can also look at the number of hours that employees work across different departments and see how this relates to your booking and occupancy rates.

Most importantly you need to be able to collect this data on a regular basis and analyse it consistently. There’s no point dipping in and out of company-wide staff KPIs when the mood takes you; get a handle on the basics and you’ll be on the right track.

Considering customers

hotel staff feedback forms | hotel management software uk

Hotels need to be focused on delivering the best possible experience for guests. Setting KPIs for front desk staff, as well as any employees that interact directly with guests, will let you see where you’re going wrong and make improvements to increase satisfaction levels.

Feedback forms can be useful in working out which aspects of a visit to your hotel are most important to your customers. If you can survey guests regularly, you’ll be able to build up a better picture of how your hotel is performing over time.

Trawling online review sites can be helpful as well, especially if you want to get genuine feedback; people can be overly polite on surveys filled out during their stay under the watchful eye of reception staff.

Informing staff

KPIs for your hotel | management systems hotels london

Ultimately the KPIs you set need to show staff what targets you want to hit, while giving them the tools to make meaningful changes to the way they work.

Unless they have the right information available to them, employees won’t be able to work out the best way to improve their performance.

There’s definitely a learning curve, but the process of developing KPIs for your hotel should empower staff, not be something that makes them feel overly scrutinised.

Wrapping up

If you haven’t sorted out any key performance indicators for your hotel staff, now’s the time to start. You’ll be able to reap the benefits for years to come and keep on improving your business so that guests are happier and employees feel more confident in their roles.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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Why your hotel needs to invest in the latest hotel door locks | hotel software uk

When guests arrive at a hotel, they want to head to their room, close the door and have confidence that their privacy and security are in safe hands.

Unfortunately, a study by F-Secure has revealed that a huge number of electronic hotel door locks around the world could be compromised via a fairly straightforward hack.

This is definitely a wakeup call (if you’ll excuse the pun) for hotels to update their door locks, or to upgrade entire locking systems if they’re over the hill by modern standards. Here are some reasons why you should rethink your door locking system and invest in the latest technology for your hotel's locks.

Verified vulnerabilities

door locks for your hotel | hotel upselling

The security loophole pinpointed by researchers allows malicious third parties to program a master key which can then unlock any room in a hotel.

Because this is a software-related issue, the researchers that identified the vulnerabilities were able to alert the manufacturer immediately and a patch has already been issued to address it. An impressive, swift reaction, then, but does that mean hotels using such systems are out of the woods?

Slow responses to updates

Why your hotel needs to bite the bullet and invest in the latest door locks | hotel management software uk

The problem with centrally-issued updates for hotel door lock security systems is that the properties need to implement them (either personally or with the help of the manufacturer).

Security specialists say that even though the software patch has been issued in this instance, many hotels are yet to install it. This means that millions of rooms around the world are still vulnerable to hacking - at least in theory, if not in practice.

The obvious conclusion to draw from this is that it’s vital to apply the latest software patches for door locking systems as soon as they are made available to your hotel.

This is just as true of key card-based hotel door lock systems as it is of desktop computers, server hardware, smartphones, and tablets.

In the wake of the GDPR, independent hotels can’t afford to take any chances and guests will appreciate efforts made to ensure their personal belongings and private details are kept safe.

An important lesson: tech isn't infallible

hotel door locks | hotel booking systems

The silver lining to this dark cloud of hotel security doom and gloom is that, so far, it doesn’t seem as though any major breaches have been carried out using the master key creation technique.

As is often the case in the wider world of hotel IT security, white-hat experts have mercifully uncovered the vulnerability before their criminal counterparts, thus preventing any serious damage.

Another important lesson to learn from this revelation is that even fairly modern hotel door locking systems are fallible, so it pays to invest in the latest solutions if you want to restore guest confidence and avoid suffering a reputation-damaging breach.

Of course, this isn’t just about security, but also the image that’s given off by a particular type of door lock. Old fashioned mechanical locks may have the nostalgia factor, but they can be too easy to crack and will cause headaches if the keys go missing.

Electronic locks with reprogrammable key cards or smartphone integration are more convenient for guests and staff alike, but need to have their software updated regularly - for reasons that should now be clear!

Wrapping up

Now is as good a time as any for independent hotels to take the plunge with the latest door locking systems.

It’s also essential to stay abreast of developments in this area so that when security vulnerabilities are spotted, you’re not left exposed to criminal exploitation. Make sure you sign up for updates from the manufacturer and choose a supplier which takes a proactive approach to customer support.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

 

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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5 tips for attracting more corporate bookings at your hotel | hotel management software uk

Corporate bookings are the holy grail for hoteliers when it comes to filling midweek space that’s inconvenient for leisure guests.

There’s just one problem - attracting corporate clients is hard when you’re an independent hotelier battling against the big brands and their even bigger corporate booking schemes.

Don’t give up! Where there’s a will, there’s a way, and the following five tips will help you attract more corporate bookings to your hotel than you thought possible.

1. Keep an eye out for future local business events

Hotel Industry Tips To Attract Business Clients | Hotel Booking Systems

Depending on your location, you may be within a short taxi ride of a popular event venue that regularly holds conferences or trade shows. If that’s the case, keep a close eye on its schedule and add some business seasonality to your tariff by pitching rates competitively during those times.

Look at what the big boys are doing; if they’re offering discounted B&B rates during a conference, go one step further and throw in free transport to and from the venue (assuming you have a minibus or similar), and add dinner as an option for weary event-goers.

2. Enable groups to manage the booking themselves

tips for more bookings at your hotel | hotel software london

There’s nothing worse as the organiser of a group hotel booking for your company than feeling completely out of control when it comes to the accommodation arrangements.

As the hotelier, there’s nothing more time consuming than the constant requests for booking changes that often come from corporate clients.

Surely, there must be an answer that leaves everyone satisfied in this situation, right?

Thankfully, there is - if you have the right hotel booking systems in place (PMS). The best will enable you to provide group bookers with tightly controlled ways of modifying and managing the booking themselves. And don’t worry - you won’t be giving them the keys to your castle; instead, they’ll get just enough access to make the changes that would otherwise take up an inordinate amount of your day.

3. Don’t try and be something you’re not

5 tips for attracting more corporate bookings at your hotel | hotel management software london

You’re not a big hotel brand, but you know what? That’s absolutely fine!

Trying to compete with the big boys of the hotel sector by becoming a mini version of them will probably land you in hot water as you start implementing levels of service you simply can’t sustain.

Some business travellers want an independent, small hotel experience. In fact, many will crave it if they spend the majority of their travels staying in flat-pack, soulless brand hotels.

You are what you are, and that’s a very good thing indeed. Independent hotels will often stand out for all the right reasons (price, location and flexibility to name but a few) during corporate booking searches.

4. Automate where you can

hotel industry tips to attract corporate hotels | hotel upselling

Even if a business traveller yearns for an independent hotel experience, they’ll still expect certain levels of automation.

Lean on your PMS and its surrounding technology as much as you can to ensure your business guests get the swift, easy service they require from the point of booking to check-out.

Automated booking confirmation emails and SMS messages are a must, as is the ability for guests to have all of their miscellaneous spend conducted in the hotel posted directly (and accurately) to their room invoice.

5. Don’t skimp on Wi-Fi - ever

Don't skimp on Wi-Fi | hotel booking systems

It’s amazing how many hotels still charge for access to in-room Wi-Fi.

Those days are long gone, and just because you’re trying to attract business guests, it doesn’t mean you can ‘get away’ with charging for access to the internet.

Make it free, fast and secure it behind login systems that don’t require a call to reception to unlock.

Wrapping up

There are plenty of business guests out there for your hotel to welcome through its doors.

Don’t give up - the big boys have absolutely nothing on you when it comes to delivering a corporate accommodation experience that will keep businesses coming back for more.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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vital hotel receptionist skills | hotel upselling

Working in a customer-facing role is challenging in any industry, so it’s no surprise that hotel receptionists are often under considerable scrutiny. After all, there's so much work that goes into managing a hotel and receptionists often are the first ones to deal with an angry guest, even though an issue may not have been their fault. They're also often the first person that guests interact with, so they play a crucial part in forming a first impression of your hotel.

Here’s ten skills hotel receptionists need, and the qualities employers should look for when recruiting new front desk talent.

1. Appearance that is ‘on-brand’

10 vital skills for hotel receptionists | hotel software uk

Every hotel is different when it comes to dress code but taking pride in your appearance and adhering to the hotel’s clothing rules will show that you’re proud to represent the business as a whole.

2. Level-headedness

hotel receptionists must be level-headed | hotel management systems london

A hotel receptionist will be the first port of call for guests when something goes wrong, so you need to be capable of keeping your cool when a crisis presents itself.

3. Stamina

stamina is key | hotel software uk

Hotel reception shifts are usually considerably lengthy, and because most of that time is spent standing behind a desk and rushing around the property servicing guests, physical fitness and mental stamina are key.

4. Tech-savvy

tech savvy hotel | hotel management software uk

A hotel receptionist role involves a lot of admin and booking management - most of which will be done digitally via cutting edge technology.

This means you need to be at home with modern PMS platforms and online booking systems, while also being willing to learn new systems and guest services that are adopted by the hotel.

5. Great communication

great communication skills | hotel booking systems

When you’re not welcoming guests, you’ll be interacting with other members of staff face-to-face, firing off emails to deal with enquiries from prospective customers and generally calling on your communication skills non-stop.

Being able to express yourself clearly and concisely, both in-person and within written communication, will make you a great front desk representative.

6. Linguistically versatile

versatile hotel receptionists | hotel upselling

As well as having a firm grasp of your native tongue, you’ll also need to be competent when dealing with guests whose first language may not be English.

You don’t necessarily need to be fluent in other languages, but being able to hold a simple conversation and answer basic queries in French, German and Spanish can certainly be an asset.

7. Time management

great time management skills | hotel software uk

Keeping on top of all your responsibilities as a hotel receptionist can be tricky, which is why you need to be able to manage your time effectively and make sure that no important tasks are overlooked or deliberately ignored.

8. Flexibility

hotel receptionists must remain flexible | hotel software uk

Because hotels need staff on call around the clock, hotel receptionists need to be comfortable with night shifts, as well as schedules which involve working at the weekend or during bank holidays.

9. Mental dexterity

mental dexterity | hotel software uk

A lot of unusual conundrums and challenging guests can present themselves in a hotel environment, therefore receptionists need to be flexible thinkers and true problem solvers.

10. Social skills

10 vital skills for hotel receptionists | hotel upselling

You need to be a people person if you want to work as a hotel receptionist – it’s that simple.

Dealing with challenging guests, welcoming weary business travellers and ensuring excited holidaymakers get their trip off to the best possible start is all in a day’s work for a hotel receptionist, therefore great social skills need to be very high on the agenda.

Wrapping up

Hotel receptionists are superheroes, and finding the best takes time, but if you’re either recruiting for such a position or want to fill it yourself, our tips above will give you the best possible head start. It's also crucial to equip your receptionists with the right hotel management software so they're given the proper tools to perform their tasks as quickly and as efficiently as possible.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

 

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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New Year’s resolutions for independent hoteliers | hotel management software uk

So, 2020 is on the way. Another new year. Time to stop, take stock (after the Christmas rush), and start the new year with a bang.

But how do you do that as a busy independent hotelier? With chain hotels continuing to pop up everywhere and brands such as Airbnb redefining guest expectations, what new year’s resolutions should you be making?

The good news? They’re pretty simple and don’t require any immediate action - just a promise to yourself, the hotel and its team that you will make headway on them as 2020 kicks off.

Review your hotel tech

New Year’s resolutions for independent hoteliers | hotel upselling

Hotel technology evolves at a rapid pace. In fact, it’s so fast-paced that you can be forgiven for lagging behind a little as an independent hotelier.

However, there are a few areas in which you might need to invest if you’re to continue providing a range of services and an experience that befits the modern guest.

Pay particular attention to the following:

  • The property management system (PMS): is it web-based, reliable and fully integrated with both your website and the OTAs on which you rely? Does it connect to your other hotel technology such as your POS system?
  • In-room guest services and entertainment: you don’t have to spend big here - the simple addition of USB plug sockets might be enough to satisfy the digital needs of your guests, but if budget allows, perhaps 2020 is the year you finally upgrade the in-room TVs to be fully on-demand and add complimentary iPads to rooms, complete with a bunch of boredom-busting apps for the duration of guest stays. Have a look at last year’s guest feedback on TripAdvisor to spot areas where you might be lacking.
  • The restaurant: can you accept online bookings for your restaurant? If not, you might be missing out on a raft of reservations; people are far more inclined to book tables digitally nowadays.

Schedule some events

2020 hotelier tips | hotel booking systems

Staging events at your hotel is a great way to find new revenue streams.

Advertising yourself as a wedding and conference venue is no longer enough. What about running networking events for local businesses, or cooking competitions hosted by your talented head chef?

Live music, social dining experiences and tie-ins with local events can all be explored next year and might just result in a host of corresponding room bookings and new advocates of your property.

Turn your website into a conversion machine

hotel website tips | hotel software uk

Hotel websites are no longer simply digital brochures - they’re designed to bring in more bookings for the property; lots more bookings.

They can only do this if they’re set up for conversions in the same way an online store is. And if that sounds a bit cold or lacking in the personal touch for your hotel, you might need to leave some of your preconceptions at the door.

When you buy something on Amazon, it’s hassle-free; they’ve mastered the online shopping experience. The same should go for your hotel’s website. If someone wants to book a room, they should be able to check availability and rates and place their reservation as conveniently as possible.

It should be just as simple on whatever device they have to hand and fast no matter how weak their connection.

Try out your online booking experience with the mindset of a guest in a hurry for a decent room at a decent rate. If you get frustrated, it’s time to look for a new platform.

Touch base with your OTA reps

2020 hotel management tips | management systems for hotels london

Yeah, let bygones be bygones and all that - it’s the new year!

The relationship between independent hotels and OTAs has always been rather tetchy, but OTAs aren’t going anywhere and with the latter stages of the calendar year hopefully making you feel more reflective, now is the time to get back in touch with your OTA reps.

If you don’t hear from them regularly, be proactive and seek out their help. For all you know, there could be much better ways to manage your listing and there might even be new tools you can use to optimise your presence on such sites which could result in better placements.

Make 2020 the year you foster a healthy relationship with the OTAs you rely on. Challenge them but accept their help when it’s offered. Combined with a conversion-tastic hotel website (see tip above), this is the best strategy for a stellar online presence that will result in plenty of profitable bookings.

Wrapping up

What’s your hotelier new year’s resolution? What have we missed?

Tell us what you’ll be doing next year to bring in more bookings and draw guests away from the big-name competition by commenting below!

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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How to create a harmonious, productive hotel team | hotel management software uk

A happy hotel team is a productive and effective one, but achieving harmony amongst your employees can be challenging.

Here are a few tips for independent hoteliers who want to boost staff morale, improve communications and enhance productivity in one fell swoop. Ultimately when you have a productive hotel team, guest satisfaction will improve, as guests can sense when they're in a pleasant environment. Here's how you can build the most productive and motivated hotel staff possible.

Recognise and reward hard work

Employee reviews hotel team | hotel upselling

If you want your hotel staff to be committed to your organisation, it’s important to keep track of their performance and make sure they feel that their efforts are appreciated, rather than ignored.

Quarterly and annual reviews can be helpful, but don’t just ply them with bonuses or purely financial perks; sometimes what they really want is a reward of a different sort – something more memorable.

Extra time off for important occasions which doesn’t eat into their allocated annual leave is a good option.

Embrace a modern PMS

implement a modern hotel PMS | hotel booking systems

Technology will oil the behind-the-scenes mechanisms of any hotel, especially if you adopt a cutting-edge property management system (PMS) which offers the ability for employees to contact each other on the fly.

A PMS with an integrated instant messaging platform will be the best option, giving staff a discrete and convenient way to pass on information to colleagues, request help dealing with issues or provide updates on the progress of important tasks.

Train your staff to take advantage of messaging tools and other shortcuts in the PMS, or else they’ll never reap the benefits and you won’t maximise the return on investment.

Plan social events

plan social events for your hotel employees | hotel software uk

You might feel that your staff see enough of each other on a daily basis, but the only way to keep them happy and effective as a team is to boost the social bonds between them outside the context of the hotel.

This is where social events come into play, and we’re not just talking about the booze-fuelled Christmas bash at the end of the year.

You could book in specific team-building exercises aimed at businesses, but it’s often just as effective to arrange activities that aren’t so structured or formal.

There’s no need to opt for outdoors activities to establish a rapport between employees; something simple and inclusive can actually be more effective.

For example, you could host a game night where staff get to engage and compete with each other in a relaxed, informal environment, or simply buy them takeaway pizza and extend everyone’s allotted lunch breaks.

Keep an open ear

encourage your employees to speak up | management systems for hotels london

Hotel staff who feel they aren’t being listened to by the management will almost certainly become disgruntled over time.

This means that encouraging employees to speak up if they have a problem is the only route to guaranteed harmony amongst team members.

Aside from helping people conquer the obstacles they’re facing, you might find that the issues raised are actually helpful to your organisation as a whole and could give you some fresh ideas on how to improve the experience your hotel offers guests.

Wrapping up

An independent hotel can only be successful if the team works in harmony and enjoys spending time with one another. Staff harmony and productivity go hand-in-hand with guest satisfaction and customer loyalty, after all.

As a result, you can’t afford to ignore the needs of your employees, or leave the ebb and flow of morale to chance.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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How to improve your hotel offering with mini events | hotel upselling

Encouraging people to book a room at your hotel will involve a number of different strategies.

Some are obvious (someone needs a bed for the night – your hotel is well priced, well located and has great reviews).

Others… less obvious (and require some proactive thinking and planning on your part).

One excellent option is to host regular events. These events will grab the attention of potential guests and give them another reason to choose your hotel over the competition.

These events don’t need to be all-encompassing and over-the-top; you can usually get a leg up with mini events that are interesting enough to turn heads while still being simple and cost effective to organise and run. Not only will events help boost occupancy at your hotel, but they provide a ton of great hotel upselling opportunities.

Here's three brilliant mini event ideas to get you started. Each of these should help boost direct bookings and tempt guests to spend more with you during their stay.

1. Movie screenings

hotel movie screenings offering | hotel booking systems

If your hotel is in a relatively isolated area, guests may be tempted to retire to their rooms early after a busy day of exploring their rural surroundings.

Coaxing them out can be tricky (that iPad won’t play with itself, after all). However, if you’ve got a unique entertainment experience to offer, they might be more willing to head downstairs and give it a try.

Movie screenings can be an excellent activity, so long as you have a suitable space within the hotel to accommodate such an event.

You could showcase old classics, highlight recent releases or even theme the screenings around the season; just be sure to keep your audience in mind when choosing which films to exhibit.

2. Open mic nights

How to improve your hotel offering with mini events | hotel software uk

If your hotel has an appropriately sized bar area, there are many ways to take full advantage of it.

An open mic night is a good choice. It’s not only a great way to get guests interested in spending time in the bar, but also helps boost your engagement with the local community and its artists. Of course, guests could have the option of performing themselves, alongside acts from the surrounding area.

It’s a tactic that works for pubs across the UK and is equally impactful in a hotel setting. You just have to make sure things wrap up promptly and guests aren’t kept awake by the noise.

3. Quiz nights

quiz night hotel | hotel industry tips | hotel management software uk

Another great mini event option for hotels is a quiz night hosted on a weekly basis. The great thing about quizzes is that they’re relatively easy to arrange and run, and appeal to a wide audience.

Again, you’ll need to dedicate the bar or restaurant to the quiz (although a conference room could work, too), with mid-week probably being the best time to host - unless weekends are proving to be quiet in the bar.

You could even tie in the prizes that are on offer with the hotel itself. For instance, why not give the top three teams a discount on their next stay, money off at the bar or some other perk that will keep them coming back for more?

Wrapping up

Whatever route you decide to take with your mini events, it’s definitely worth promoting these added extras so that guests know what to expect when they book.

It could also provide an added boost for the hotel’s social media profile. With these events, guests will likely tweet and check themselves in on Facebook if they have a good time.

You can highlight your upcoming events schedule with a modern online booking platform and PMS that reminds both guests and reception staff of events taking place during a particular stay. In turn, this should help increase occupancy rates, drive up customer spend and enhance your hotel’s reputation.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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How to deal with an angry guest at the reception desk | hotel booking systems

Providing friendly, outstanding customer service is one of the key responsibilities for a hotel receptionist.

Unfortunately, if that’s the career path you’ve chosen, you’ll inevitably encounter the odd angry guest who is absolutely appalled with the level of service provided by the hotel.

While it may not be your fault or have anything to do with your specific role, you, as a front-of-house representative, are probably going to be the first port of call when people have a complaint.

Here’s how to deal with them when they stomp angrily towards the front desk.

1. Listen calmly

How to deal with an angry guest at the reception desk | hotel software uk

Without interrupting the guest, allow them to explain the situation. Listening to them will give them space to explain, and giving them the chance to express their views should calm down the situation.

A problem shared is a problem halved, and all that…

2. Address them personally and show attention to detail

How to deal with an angry guest at the reception desk | hotel management software uk

It won’t take you five seconds to reference the guest’s details on your hotel PMS. And, with that information on hand, you can directly interact with the guest and give them a more personal response to their issue, based on the details of their stay.

This should make them feel acknowledged and as though resolving their problem is important to you.

3. Apologise

hotel guest complaint | management systems for hotels london

Even if the problem has nothing to do with you, apologising to the guest is the best way forward – no matter how hard it might sometimes feel to do so.

This will let the guest know that you empathise with their situation and that you care about resolving the issue as quickly as possible. It also demonstrates that the hotel knows when it might have made a mistake, and that might even result in a favourable online review when the dust has settled!

4. Don’t allow emotion to affect your response

hotel industry tips | hotel upselling

If you struggle to deal with people shouting or are likely to become emotional if someone is angry towards you, that could cause further problems in the communication between you and the angry guest.

Allowing yourself to remove any personal emotion from the situation will help you deal with and resolve the complaint as quickly as possible.

Remember, the guest is more than likely not angry at you, but at the service, so try not to take it personally - that should help you manage the situation professionally and efficiently.

5. Ask a relevant member of staff for help

angry hotel guest complaint tips to resolve the issue | hotel software uk

Quickly decide if you can resolve the issue yourself, and if not, notify a colleague who’s in a position of greater authority. Remember, though - you should only pass such a problem onto another employee if the situation extends beyond your control.

If a more senior pair of hands is needed, it’s important to remember that you haven’t failed. In such instances, their level of authority will help deal with the angry guest quickly and take the problem off your hands.

Wrapping up

As you progress through your career as a hotel receptionist, you’ll find that each angry guest encounter is unique. You’ll also find that they’re few and far between, but by using our tips above, you’ll ensure a swift, positive resolution every time.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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The subtle future of the hotel guest experience | hotel booking systems

You can be forgiven for acquainting the idea of "change" with the word "radical". Often change is punctuated by a glitter cannon. In software terms, innovation is celebrated, advertised, and delivered with a great big neon arrow. Yet, when we think of innovation, we rarely think "hotels".

But that doesn't mean that hotels aren't evolving. In fact, the guest experience is constantly being transformed. Here are 3 things that subtly change the hotel guest experience.

The eco-friendly hotel guest experience

eco friendly hotel guest experience | hotel software uk

You can say a lot about millennials. You can (if you’re that way inclined) ridicule their dress, their music, and their outlook on life. But there are two things that are important to remember: they’re the future customer of every industry, and they tend to care a lot more about certain aspects of modern life – particularly when it comes to the environment.

Travelers are acutely aware of their carbon footprint. Moreover, they're consuming products that openly offer the same values. That includes the hotels they book.

Hotels that responsibly source recyclable goods, or make an obvious effort to conserve energy in rooms are making an impact. Expect more air-conditioning units that turn off when you're absent from the room. Don't be surprised by paperless hotels and downloadable restaurant menus.

The good news? An eco-friendly guest experience is desirable. It's also cost effective.

The fully connected experience

fully-connected hotel guest experience | hotel management software uk

It starts with those Wi-Fi-media-infused coffee machines. You know the ones - they tell you the latest on Trump's wall whilst you’re waiting for your latte. It's a small addition but it's an important one.  The guest experience is only augmented by more connectivity.

Some hotels are already using smart televisions to deliver special offers to their guests (whether they’re in their room or busting reps in the gym). Now the hotels are wrapping their loving arms around the technological revolution, it will move in leaps and bounds from here. Presenting offers in this fashion provides you with additional hotel upselling opportunities.

I’m not suggesting toasters that play Radio 1. But it stands to reason that we may see tablets installed on tables wherein you can place orders, or play Angry Birds. Technology, in all industries, is becoming more prevalent. Subtly, the hospitality industry is putting more and more of the guest experience online.

The "more personalisation, please" experience

personalised guest experience at hotels | hotel upselling

It's becoming a buzzword isn't it? Personalisation. Somehow, the world is automating everything to the point that we only see a human when they’re running back from the bathroom. Yet, we crave a more personalised experience.

PMS platforms are working hard to make sure that they’re offering a service that indulges the nuanced idiosyncrasies of their guests. In the office, behind the singular receptionist, the PMS is humming and clicking. Using the data that their system harvests, hotels are now working towards creating as many guest experiences as there are bookings.

Smart televisions provide rooms with engaging and targeted content aimed directly at the individual guest. Expect more of this. Expect recommendations rooted in the online experience and brought to life in your hotel experience.

Wrapping up

You’ll notice that there’s nothing radical above. Hotels are already moving into the future. And there are no flying cars or AI driven androids. That is the art of the hotel guest experience; a hotel’s motivation and direction summed up in one word…

Seamless.

Nothing glamourous. No glitter cannons. These changes are drawing hotels into providing an experience that can't easily be separated into distinct clunky steps. Just one fluid experience that relaxes the guest.

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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How to find out why your hotel is so busy | hotel booking systems

As hotelier problems go, this one is pretty epic.

You’re busy (really busy) but you have absolutely no idea why. As far as you can tell, it isn’t anything to do with the season, there’s no local events on and your competitors, by comparison, appear to be struggling.

What’s going on? Why are you so awesome at this hotelier lark?

Hospitality is a funny beast. You’ll have periods where you are inexplicably busy and, unfortunately, the same goes when occupancy drops. Sometimes, there’s no rhyme or reason for it, but that doesn’t mean you shouldn’t take a closer look at what’s going on.

Chances are, you’re getting something (or several things) right. And we’d like to give you a head start on your investigations.

People have heard they’ll be getting a great experience

great hotel guest experience | hotel software uk

A great guest experience beats a simple bed for the night, hands down, and if you’re personalising the service you offer customers, word will soon get around.

To you, this is the stuff you do each and every day; it comes naturally. But to other, less discerning hoteliers, the idea of using a PMS to its full potential and leveraging guests’ personal and stay data to offer tailored experiences will feel like too much work.

Think about it - you’re not just a hotelier; when people check in, they’re also given detailed information about the area and a reminder that the team is always there for them should they need any assistance in making the most of their time.

The pre- and post-stay emails and text messages you send out are also making a real difference. Guests who stay at your hotel feel welcome, looked after and as though their booking has been tailor-made for them. And you know what? They’ll share that experience with their mates, family and the entire world on social media.

You reward guests

How to find out why your hotel is so busy | hotel management software uk

The rewards programme you set up a few months ago may have been a bit of a punt, marketing-wise, but perhaps it’s now starting to take effect.

Once again, as word spreads about the value of being part of your closed group of guests (better rates, room upgrades and whatever else you may have dreamed up for members), people will start to look your way as opposed to the chains.

You’ve nailed the room amenities

Hotel check-in process | hotel booking systems

Nope, not to the desk…! You’ve nailed your approach to room amenities.

Wi-Fi is free (yes!), each TV offers entertainment on demand, and the money you invested in that keycard system that accepts entry via guest smartphones has all but replaced the need for physical cards.

The process of checking in, using the room and getting stuff done in the hotel when you’re a guest is seamless, fast, efficient and - most importantly - enjoyable.

This stuff really matters.

Your online booking process is mega easy

hotel booking process | hotel booking systems

Lastly, one of the key reasons you’re experiencing consistently high occupancy rates is because you offer a great online booking service on your own website.

Direct bookings are hard to come by in an age where OTAs dominate the online hospitality marketplace, but guests aren’t stupid - they’ll shop around and visit hotel websites before making a decision. It just so happens that yours features an online booking platform that’s a cinch to use and on par with anything the OTAs have to offer.

Wrapping up

This isn’t a fluke - you’re definitely getting something right.

Use our pointers above to suss out where your secret sauce lies… and make some more of it!

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Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part -  it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.

 

Call us today at + 44 (0) 33 0100 1090, or email us at sales@welcomeanywhere.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.

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