How to improve your guest reviews
Building a relationship with your guests is the cornerstone of hospitality, but motivating them to give you an amazing review before leaving requires a step beyond that.
How do you ensure that these guests keep coming back and decide to promote your brand online and to friends and family? With Kper , taking care of this relationship is now much easier.
We encourage hoteliers and property managers to do maintenance and cleaning inspections always before their guests come in . This seems like a big undertaking, but a big part of these inspections can be done through automation. Using Kper Software in association with our application you can set up a great customer services strategy that works well for hoteliers or property managers and their guests.
Automated inspections
A big part of automation is tailoring every detail to suit the needs of every guest that you receive . And this can work wonders with your most valued guests. You should be able to spot if the room curtains have been damaged , the toiled is not working or the entrance light bulbs need a replacement .
Imagine this, you’re coming up to your first visit to a short rental appartment in Barcelona , you decided to stay there again because of its location, that you enjoyed the local restaurants, and that it will be convenient for you and your family to get about easily during your long weekend break. Wouldn’t it be great if you didn’t have to worry about the air conditioner not working having 104.0 F outside ? . Situations like this could ruin your guest holidays and add to your list of bad reviews . Wouldn’t it be wonderful if you can avoid your guest calling about the air conditionner broken in the middle of a hot Saturday afternoon?
With Kper not only can you differentiate cleaning inspections and maintenance inspections at your property or at a hotel within your chain or group, you can also combine this with other criteria and detect specific issues and solve them before the guest arrives , for example, previous fridge failors , broken curtains or kitchen sink not draining etc.
To help you visualize how this would work, we’ve put it into practice. Here’s a great way to use this type of automation:
Set up weekly maintenance inspections
Schedule this with your maintenance team or regular providor .
- Get them excited about having the freedom to do the check up in their own language with their own phone by their own terms .
- They’ll share the details with you real time and you’ll be able to make decisions right away , just on time before your guest arrives .
- Too late ? Nothing happens ! Our system we’ll keep the pending work order and remind you when you ‘ll be able to fix it .
Set up cleaning inspections before the guest arrives.
Create a new process with your cleaning team .
Anticipate what the guest will need during their stay and tailor your cleaning to suit their needs:
- Do they have children traveling with them, if so, would they use the kitchen or the bathtub more than other guest?
- Are the kitchen cupboards spotless?
- Is the kitchen sink stainless ?
- Is the bath tub clean?
Small touches go a long way and will be remembered by every guest whether they’re a repeat guest or a first timer . This details are key when they decide to give you a bad or good review .
When your guest are leaving .
- Thank them for their recent stay at the property
- Encourage them to complete a survey because as hoteliers no matter how many times a guest stays, every stay counts and if there’s anything that they could do differently, they’d like to hear about
- Embrace feedback through your online survey and via review sites such as TripAdvisor. This will drive loyalty by showing your guests you are open to their feedback and opinions, it’ll get them coming back for a 2nd visit!
In summary
This example is simple to implement using Kper Inspections Software to build longer-lasting relationships with your guests. It fits in with what guests want and how they expect to be treated by the hospitality industry. It can work in addition to any other automated software , it all goes to improve your guest vacation .
Remember,travel is all about experiences, whether for business, leisure or adventure, it’s about leveraging technology to allow you to make those experiences happen for your guests.