Tips of the Week | January 12, 2024

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

Motivational Quote of the Week
​"Happiness is not something ready-made. It comes from your actions.” -Dalai Lama

• Hotel team application: Emphasize the importance of creating a positive and welcoming atmosphere for guests. Happy employees who genuinely enjoy their work can spread positivity to guests, leading to better reviews and higher overall guest satisfaction.​​

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. 

Maintenance Tip of the Week
Timely Room Repairs

• Explanation: Prompt room repairs ensure guest comfort and satisfaction.
• Impact: Positive guest experiences, reduced complaints, and potential for positive online reviews.

Steps:

• Establish a guest feedback system for reporting room maintenance issues.
• Prioritize guest room repairs based on urgency and impact on guest comfort.
• Assign dedicated staff or teams to address room repairs promptly.
• Maintain a record of room maintenance requests and resolutions.
• Conduct regular room inspections to identify and address maintenance needs proactively.
• Train all staff members on basic troubleshooting to address minor room repairs swiftly.
• Maintain an inventory of commonly used parts or collaborate with suppliers for quick access to replacement parts to expedite repairs.
• Regularly review and update room maintenance procedures for efficiency and effectiveness.
• Monitor and analyze maintenance data to identify recurring issues and implement long-term solutions.

Management Tip of the Week
Encourage Problem-Solving Discussions

• Explanation: Encouraging staff to discuss challenges and solutions promotes innovation.
• Impact: Improved operational efficiency, creative problem-solving, and potential for cost savings.

Steps:

• Create a culture where employees feel safe discussing problems and proposing solutions.
• Establish regular problem-solving sessions or brainstorming meetings.
• Encourage teams to identify root causes of issues rather than addressing symptoms.
• Provide resources and training in problem-solving techniques.
• Implement a system for evaluating and implementing proposed solutions.
• Assign accountability for implementing and tracking the success of chosen solutions.
• Continuously reassess problems and solutions for evolving circumstances.
• Encourage cross-departmental collaboration in addressing complex issues.
• Document successful problem-solving processes for future reference.
• Celebrate and recognize successful problem-solving efforts and outcomes.

Housekeeping/Laundry Tip of the Week
HOUSEKEEPING - Thorough Inspection of Rooms

• Explanation: Conducting thorough room inspections before guest arrivals ensures a flawless guest experience.
• Impact: Enhanced guest satisfaction, fewer complaints, and potential for positive online reviews.

Steps:

• Develop a comprehensive room inspection checklist for housekeeping staff.
• Train housekeepers on the importance of thorough room inspections before guest arrivals.
• Use technology, such as mobile devices or tablets, to conduct digital room inspections.
• Create a standardized process for documenting and addressing any issues found during inspections.
• Prioritize room inspections based on guest check-in schedules and special requests.
• Conduct surprise inspections to ensure consistent quality across all guest rooms.
• Collaborate with maintenance and repair teams to promptly address any maintenance issues identified during inspections.
• Encourage housekeepers to pay attention to details, including cleanliness, amenities, and room functionality.
• Reward and recognize housekeeping staff for exceptional inspection results.
• Analyze inspection data to identify trends and areas for improvement in housekeeping standards.

Front Desk Tip of the Week
Connect with Guests During Check-Out

• Explanation: A friendly farewell leaves a positive lasting impression as guests depart.
• Impact: Improved guest perception, potential for return visits, and positive word-of-mouth.

Steps:

• Encourage front desk staff to engage in friendly conversations with guests during check-out.
• Train staff to inquire about the guest's stay, their travel plans, and their overall experience.
• Provide staff with talking points to spark conversations, such as asking about highlights of their stay.
• Offer assistance with future reservations or recommendations for their next visit.
• Collect feedback on the check-out experience and guest interactions, apply service recovery if necessary.
• Use guest feedback to evaluate the effectiveness of engagement during check-out.
• Recognize and reward staff who excel in engaging with guests during this phase of their stay.