What do you do if your hospitality business lacks a formal feedback system?

If your hospitality business lacks a formal feedback system, you can still gather valuable insights by actively engaging with guests during their stay, encouraging them to share their experiences and suggestions. Implementing informal feedback channels, such as suggestion boxes or online review platforms, can also provide a platform for guests to share their thoughts. Analyzing trends and feedback from online reviews and social media can offer valuable insights into areas for improvement and help you make informed decisions to enhance guest satisfaction.

Essas conversas precisam ser registradas de igual modo, com método, classifica??o, qualifica??o e detalhamento para um futuro destrinchamento de tópicos abordados.

Gathering feedback should be brought up in stand up ; providing you have already thought of simplistic manner in which to disseminate; decide the most effective methods and enticements to help receive feedback; a follow through system on each and every card and praise for those employees who help to initiate these feedback processes

By interacting with our guest,getting to know their preferences .implement a strategy on how to achieve these goals. Do a survey with my staff members and identify the needs of our customers as each customer needs are unique.execute plan implementation and provide feedback.

To kickstart a feedback system for a hotel, I'd initiate open dialogue by encouraging team members to share their thoughts and ideas during informal discussions or through suggestion boxes. Then, I'd establish regular check-in sessions to ensure ongoing feedback and discuss experiences and suggestions for improvement. When feedback is provided, I'd actively listen, acknowledge their input, and take tangible steps to address any issues or implement suggested improvements, expressing gratitude for their contributions. This approach fosters a culture of continuous improvement and collaboration within our team. A simple way to get started with this is implementing 1:1's weekly for a short period of time between managers and team members.

In my experience, we need to ensure, our all our online review channels are well monitored. Management response are equally important with always adding personalised matters to all the reviews. And also our legal team can help us in responding the negative reviews. Encourage and empower the team to communicate effectively to get online surveys and ensure to share the survey immediately after the guest visit.

If my hospitality business lacks feedback system what I'll simply do are - create surveys both online and physical - create a customer care line and email - provide a suggestion box - seek for feedback from subscribed clients via email or calls - have a feedback for discount campaign to prompt clients to give us feedback - on the business site add a Star rating to track how well our services are.

Free and low-cost surveys are great of course, but since many guests find this strenous, maybe a better option is to campaign for reviews on the OTAs or social media platforms since you need those reviews as well. Most are now automized and a post-stay email is another way to go if it was a direct booking or walk in. A tablet or two at the check-out will keep the guest occupied while the paperwork is being completed and you can switch the review channel as per needed. Remember to keep it simple, short and if possible multuole choice/grading system.

Isso n?o faz sentido. Já existem diversas ferramentas (gratuitas inclusive) e simples para enviar pesquisas de satisfa??o para o cliente sem ele precisar preencher um cart?o manualmente como no século passado. Essas ferramentas além de melhorar a experiência de captura, melhora o potencial de volume e a forma que isso será analisado e transformado em indicadores.

Start by having an open and honest conversation, providing constructive feedback, and offering support or additional training if needed. Set clear expectations, establish performance goals, and monitor progress closely to help the team member improve.

Instead of comment cards that are not utterly ecofriendly and require additional work from the staff to go through them, try capturing a contact which you can use for eblasts and specials in the future or doing reviews on the spot that are simple and short. Use qr code plates in strategic places or in your in-room menu, or budget availing add a tablet for surveys or quick feedbacks in elevators or similar. Digital approach is quicker and requires less time for caoture and analysis.

De acuerdo, creo que una encuesta donde puedan puntuar de 1 a 5 su nivel de satisfacción en 3 o 4 aspectos es una manera fácil y efectiva, lo mas importante es que sea de fácil accesibilidad, usualmente clientes no preguntan pero si las ven pueden llenarla en el transcurso del check out de la habitación o del pago de la cena

Create suggestion boxes: Place suggestion boxes in common areas of your establishment where guests can anonymously submit feedback, comments, or suggestions. Make sure to check these boxes regularly and take action on any suggestions provided.

I would start with a 1:1 meeting. Implementing staff feedback within a 1:1 meeting involves creating a comfortable environment for open dialogue where team members can share their thoughts freely. You start by asking open-ended questions about their experiences and any challenges they face. Provide constructive feedback based on observations and seek collaborative solutions. The key is to set clear goals and action steps together and schedule follow-up meetings to track progress. This approach fosters a culture of open communication, trust, and continuous improvement within the team. It does take time to develop but builds lasting relationships and rapport.

Estoy muy de acuerdo con este, las personas que estan contacto directo con los huéspedes reciben sugerencias de los huéspedes si algo les incomoda puede ser relacionado con la infraestructura del hotel o restaurante y que a veces se pasan por alto y en mi posición varias ocaciones al terminar de comer los clientes me dicen de los bueno que fue el servicio de determinado mesero. Considero se debería dedicar una peque?a reunion a la semana para exaltar los comentarios de los clientes para con los colaboradores asi como las sugerencias que nos han dejado.

People always tend to avoid feedback if they have to go through process. But talking to them casually will make them more comfortable, hence an honest feedback would be possible in most cases.

Make sure all your review channels are monitored, regardless of type - OTA, socials or location/ review sites. Have a template for anwering to reviews with always adding a personalized sebtabce or two and have your legal team involved for negative reviews when neccessary.

Definitivamente, nosotros estamos muy pendientes de estas, mas que todo Opentable y google, a veces los clientes no quieren hacer la retroalimentación directa y prefieren escribir sus rese?a en estas plataformas, nos ha sido de gran ayuda para mejorar y resaltar los puntos fuertes del restaurante

Para mi humilde opinión es lo mas acertado ,interactuar con los clientes y tomar notas sobre sus opiniones e ideas ,las redes sociales hoy en día son indispensables

During a 1:1 meeting, setting up an action plan is key to driving progress and achieving goals. Begin by collaboratively identifying specific objectives based on feedback and discussions. Break down these objectives into actionable steps with clear timelines and responsibilities. Encourage the staff member to share their ideas and insights, ensuring their ownership of the plan. Finally, express confidence in their ability to execute the plan and offer support along the way. This approach not only fosters accountability but also empowers team members to thrive and succeed in their roles.

If your hospitality business lacks a formal feedback system, consider implementing informal methods like suggestion boxes, encouraging direct feedback from guests, and monitoring online reviews. Engage with customers personally to gather insights and address concerns promptly. Utilize social media platforms to encourage feedback and respond transparently. Conduct periodic surveys via email or phone to assess guest satisfaction and identify areas for improvement. Utilize guest analytics and observation to gauge satisfaction levels. Remember, proactive communication and genuine interest in customer experiences can foster loyalty and drive continuous improvement, even without a formal system in place.

We call our reservations the next day to find out how we did and sometimes we hear feedback that they wouldn't share at our place for different reasons.