Become a (Happier) Hotel Hero #2: The Devil and the Success are in the Details

As in many other service industries, excelling in hotel management is difficult. Very difficult.

Even when the guest’s experience is 99% positive, one of the “small things” that do not go well can negatively affect the whole experience. For example, a luxury hotel can have all the opportunities to provide a great stay and experience to its guests. However, if the receptionist does not welcome guests with a smile while checking-in, some guests may feel unwelcomed and will see through a negative prism their whole experience, despite the excellent facilities and services that the hotel offers.

Can these service faults be prevented to provide the best experience to guests? Absolutely. Many of these service faults require supervision and perhaps some small investments, but the value of eliminating them is significant:

1. The less trouble, the happier hotel managers (and their executives) are!
2. Service improvements are reflected almost immediately in customer satisfaction and online ratings, therefore: better service = better reviews = higher revenues and occupancy.
3. Hotel managers can dedicate their time and efforts to delivering new experiences, promoting the hotel, and developing their future visions and strategies, rather than “taking off fires” and dealing with dissatisfied guests and management.
4. Many of the service faults are repetitive. Eliminate them once and for all.
5. Because hotel services are so complex and involve many elements, the challenge of professionals is to see a tree from the forest – identifying service faults and their causes. Once identified, the corrections are usually fast and cheap, and rely on the knowledge and experience of hotel professionals.
6. Eliminating the root causes can help eliminate other service faults that originate from them.

Sentimantle’s solutions can assist you in identifying, prioritizing, and eliminating service faults. Want to know how? contact us via info@sentimantle.com