Department scores largely define how the public views your property. Low scores typically coincide with low ratings and fewer bookings. I think we speak for everyone when we say that’s the last thing you want.
So how can you ensure your department scores are as high as possible? We’re sharing a few pointers that will help raise your scores.
1. Embrace technology
Many hoteliers stand behind personalizing the guest experience with face-to-face interaction. Although this is a good practice, it’s also inefficient. One of the best decisions you can make is to invest in the right technology, such as a reputation management solution.
This tool will collect and help you manage guest feedback in one place, making it easier to keep track of what guests say. A good solution will come with an alert system so you can give attention to negative feedback immediately, an easy way to tackle issues before they get worse.
2. Streamline processes
Streamlining makes your staff more efficient, especially housekeeping and hotel maintenance. Replace the need for your staff to constantly check everything to make sure they are up to par with the power of a mobile checklist system. Because your staff would submit updates in real time, these checklists streamline the time it takes to assess room and amenity standards.
3. Send weekly newsletters to your staff to keep them informed
Keep your staff in the know. Automate weekly newsletters regarding property news, events, and important information your employees should know. If your staff knows exactly what is happening at your hotel at all times, it’ll be easier for them to do their jobs and create a better experience for your guests.
4. Investing in training = investing in employees
Provide regular training for your employees. The more they know about the best ways to perform their duties, the better it is for your hotel.
Not only should you do departmental training, you should train your staff in the overall hotel strategy so you’re all working toward the same goals. Ensure they know how to use relevant tools. Remember, memorable guest experiences and customer service start with your staff.
5. Involve your staff in guest satisfaction and department scores
It would help your staff if they understood the relationship between what they do and your department scores. This way, they recognize what they can do to help the hotel reach its goals. In addition, your staff should know what your guests are saying about the property and the service.
Make this a team effort. Set clear policies and best practices for properly responding to guest feedback. Involve your staff with guests and with each other so they can coordinate and optimize the guest experience.
6. Define responsibilities of your staff, particularly your managers
One of the best ways to take control of your department scoring is by delegating roles. You already have a lot on your plate, and you can’t oversee every single staff member even if you wanted to.
It’s important to assign specific roles to your staff, especially managers and those who work in front-facing departments. Who is the main contact for in-person feedback? TripAdvisor? Social media? Everyone should know who to report to and to who to direct guests with pressing questions.
Department Scores now available in Revinate Surveys
Department Scores in Revinate Surveys allows our customers to track and measure the performance of any set of survey questions in a specific department, giving ample opportunities to improve the guest experience.
If you’re not already using Revinate to collect guest feedback for better future guest experiences, please reach out to learn more. We’re always here to chat!