Did you know?
73% of hotel guests want local recommendations when surveyed for the Monscierge Guest Experience Management (GEM) Report.
"With a love for all things travel and technology, Mandy Green is the Social Media Director and hospitality industry blogger at Monscierge."
Contact: mandy.green@monscierge.com
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Guest Experience Forecast
Is your hotel doing its part to ensure a storm-free stay for your guests? I got to take a look at some early data for an upcoming GEM Report, and the guest “dissatisfactions” were quite surprising. Did you know that guests expect you to provide perfect weather?
My guess is, if you’ve spent much time working in hospitality, you’ve come across this one before. If there is anyone left who hasn’t read “I am a Front Desk Agent”, I highly recommend it. Never will the world be free of unreasonable customers with off-the-wall complaints, and sometimes the best you can do is to laugh it off (when they aren’t looking, of course.)
But how can you control the storms inside your hotel? What preemptive measures do you take to ensure guest satisfaction before your guests even arrive?
Based on the data we’ve gathered so far, the top three guest complaints can (and should) be handled well before they become a problem for your guests.
- Can you guess? This storm has been brewing for quite some time now. I'll give you a hint: it starts with a "Wi" and ends with a "Fi."
- AC/Thermostat Problems which included excessive noise and ease of use.
- Noise/Parking
Tied for third in guest concerns are noise and parking. I grew up in Tornado Alley, where a warm front meeting a cold front sends everyone running for shelter. For hotel guests, lack of sleep and a noisy room are perfect conditions for a quick loss of temper. Consider installing sound machines to reduce the distraction caused by "bumps in the night", or keeping a stash of ear plugs behind the desk for those late-night complaints.
If your hotel has a parking issue, advise guests before arrival on the best way to find parking. It is quite frustrating to finally reach the end of a long day on the road only to have to circle your hotel three or four times to find a place to park. If there is an event at your location that will fill up parking, be sure to connect guests with parking information in time to save them some stress.
While these tips may help to soothe tempers inside your hotel, we are as yet unable to do anything about the weather outside. What are some of your most unlikely guest complaints? Comment with your most outrageous stories on our Facebook page.
