Quality is a necessity in the hotel industry. Your hotel relies on satisfactory customer service and excellent accommodations to turn guests into patrons. Creating a program of quality control and implementing consistently is the best way to ensure that you’re offering your patrons a fantastic experience. Here are a few important methods of quality control to help you on your journey to build a superb reputation for your hotel.
Maintain Quality Supplies
Finding the right supplies, from bath soap to linens, can make all the difference in a guest’s stay. For example, consider the bed. Most hotels use either a medium or a medium-to-firm mattress. You can please the most guests by selecting the median firmness with the best quality. It’s always helpful to follow mattress shopping tips and keep up with the latest trends in style and comfort.
The hotel supplier industry is almost as vast and diverse as the hotel industry itself. You may find a great vendor that provides all the supplies you need to properly outfit a hotel, or you may find that using two or three different suppliers meets your needs. Limiting the number of suppliers allows for better quality control. However, managing several at once does not have to be complicated. Using a supplier quality management system will help you stay in communication and establish lasting relationships between you and your vendors.
Commit to Regular Audits
In any industry, auditing is a valuable line of offense to keep your product or service quality in check. With the right audit management system, you can streamline an audit cycle in a manner that is efficient and conducive to the size of your hotel and staff. Audits provide information on developing issues, inconsistencies, service quality and existing processes. You can then analyze that data to make decisions to maintain or improve quality in your hotel. Regular audits create a culture of responsibility and accountability among the staff. Prioritizing quality services and products from the front desk assistants to the laundry staff ensures a better experience for everyone.
Never Stop Searching for Improvements
Keeping your eye on the possibility for improvement can only bring positive changes to your hotel. If you’re paying attention to functional quality, you can find improvements that can not only upgrade guest experience but can also boost staff productivity.
Technical quality refers to what your guests receive from your staff. Improvements in this area require training. Training should never stop; it isn’t just for new hires. When you consistently improve upon the quality of service, you’re letting your patrons know that you are committed to giving them the best. It’s also a great way to demonstrate that your business is growing.
Find a Great Quality Management System
Choosing a great cloud-based quality management system can help you organize your goals. Some benefits of this system are:
- helping to reduce waste,
- lowering costs,
- easily identifying training possibilities,
- streamlining crucial processes,
- improving staff engagement,
- monitoring deliveries for time management,
- creating growth and profit opportunities
- and strengthening supplier relations.
Making quality control a visual experience with data collection and analysis will benefit everyone involved in your business.
Manage Customer Relations With Care
The quality of customer care should always be the top priority for you and your staff, especially when keeping existing customers is key to success. Even with loyalty programs providing discounts and other benefits, maintaining a great relationship with customers will not work without some process for complaint resolution.
Resolving issues with speed and agility is an underrated way to keep your guests coming back. Train your staff to see complaints as an opportunity rather than a negative. You can even use a complaints management system to organize and prioritize problems. Keeping track of complaints from returning customers can also help you take proactive steps to go above and beyond for their next visit.
The quality of service in a hotel is measured by customer expectations. Anticipate that your guests expect the best and provide it for them. If you exceed their expectations, your hotel will have a reputation for providing top quality in everything.
