Tips of the Week | February 23, 2024

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Hotel Best Practices from a Family-Owned, Third-Party Hotel Management Company

Motivational Quote of the Week
"In the middle of every difficulty lies opportunity.” -Albert Einstein

• Hotel team application: Encourage your staff to see challenges as opportunities for growth and improvement. Difficult situations can be turned around to create positive guest experiences and strengthen the hotel's reputation.​​

Click 'Read More" (below, if necessary) to view the rest of this week's digest of tips and best practices for hotel maintenance, management, housekeeping/laundry, and front desk from the team at Jackson Hotel Management company in Virginia. Click here to learn more about our hotel management services. 

How to Ensure Reliable Hot Water Supply with Proper Boiler Maintenance
(Maintenance Tip of the Week)
Regular Boiler System Maintenance

• Explanation: Proper boiler maintenance ensures reliable hot water supply.
• Impact: Enhanced guest comfort, reduced guest complaints, and smooth operations.

Steps:

• Schedule routine maintenance checks for the hotel's boiler system.
• Inspect boiler components, including valves, pipes, and pressure relief valves.
• Clean and calibrate the boiler system to ensure efficient operation.
• Train maintenance staff in proper boiler maintenance procedures.
• Keep records of boiler system inspections, maintenance activities, and repairs.
• Implement proactive measures to prevent corrosion and scale buildup.
• Conduct regular water quality tests to ensure proper boiler function.
• Monitor boiler performance parameters such as pressure and temperature.
• Perform efficiency tests periodically to gauge the system's performance.
  

How to Increase Retention and Guest Satisfaction by Providing Ongoing Customer Service Training
(Management Tip of the Week)
Regular Training on Customer Service

• Explanation: Providing ongoing customer service training ensures consistent guest experiences.
• Impact: Improved guest satisfaction, positive reviews, and potential for repeat business.

Steps:

• Develop a comprehensive customer service training program or use the tools provided by your franchisor (if applicable).
• Ensure that all employees, not just customer-facing staff, receive training.
• Incorporate real-life scenarios and role-playing exercises into training.
• Regularly update training materials to reflect changing customer expectations.
• Evaluate the effectiveness of training through feedback and performance metrics.
• Offer specialized modules focusing on specific customer service skills.
• Provide opportunities for shadowing or mentorship to reinforce learning.
• Conduct periodic refresher courses to reinforce key concepts.
• Facilitate discussions among teams to share best practices in customer service.
• Encourage employees to apply learned skills in their daily interactions.
  

How to Build Guest Trust by Following Proper Lost and Found Procedures
(Housekeeping/Laundry Tip of the Week)
HOUSEKEEPING—Safe Handling of Lost and Found Items

• Explanation: Following proper procedures for lost and found items ensures guest belongings are returned.
• Impact: Positive guest experiences, guest trust, and potential for repeat business.

Steps:

• Develop and document procedures for handling lost and found items in accordance with local laws.
• Train housekeeping staff on the correct process for collecting, labeling, and storing lost items.
• Create a secure and organized storage area for lost and found items.
• Implement a digital tracking system to log lost and found items, including details of where and when they were found.
• Collaborate with the front desk to match lost items with guest inquiries and return them promptly.
• Periodically review and assess the hotel's lost and found policy for compliance and efficiency.
• Educate housekeeping staff about the importance of guest trust and security in handling lost items.
• Maintain records of all lost and found items, including those that were successfully returned to guests.
• Donate or dispose of unclaimed items in accordance with local regulations after a specified period.
  

How to Increase Guest Satisfaction by Recommending the Right Room Types
(Front Desk Tip of the Week)
Maintain Knowledge of Room Types

• Explanation: Familiarity with room options helps guests choose the best fit for their needs.
• Impact: Enhanced guest satisfaction, accurate bookings, and potential for upselling.

Steps:

• Create a comprehensive guide or database detailing room types, features, locations, and amenities.
• Train front desk staff to be knowledgeable about each room type and its unique selling points.
• Encourage staff to ask guests about their preferences and needs to recommend suitable room types.
• Conduct regular training sessions to update staff on any changes or additions to room types.
• Monitor guest feedback related to room types and adjust recommendations accordingly.
• Share success stories of staff who successfully matched guests with the ideal room types.
• Recognize and reward staff who consistently excel in recommending appropriate room types.