Your company is focused on cost-cutting measures. How do you prevent customer satisfaction from taking a hit?

We should focus on revenue generation with cost efficiency not just cutting costs. Reducing service and food quality can harm revenue and lead to failure. Instead, we need to identify and eliminate waste in energy and resources, whether conscious or unconscious. Streamlining operational hours can help reduce labor costs. Cutting guest-facing staff often reduces service quality, so we should train our team to multitask, lowering clerical costs while maintaining high service standards. Additionally, sourcing the best products at the right price through careful research, and trimming the menu to focus on high-quality limited items with right selling price, will enhance the guest experience and revenue will increase.

Smart Staffing can help by ensuring that the right number of employees are on hand during peak and off-peak times, which helps manage labor costs without affecting service quality. More importantly, By cross-training staff, you can ensure that your team is versatile and able to cover multiple roles. This reduces the need for extra hires while maintaining service levels.

Balancing cost-cutting with maintaining high customer satisfaction can be challenging but is crucial. Streamline Operations Without Compromising Quality,Enhance Customer Experience,Transparent Communication,Focus on Core Strengths,Monitor Customer Feedback etc ....

Optimize Staffing for Peak Efficiency: - Cross-Training: Train employees to handle multiple roles, allowing for flexibility and reducing the need for additional staff during peak or low periods. For instance, a front desk agent could also be trained to assist with concierge services. - Smart Scheduling: Use forecasting and scheduling tools to ensure adequate coverage during peak times and avoid overstaffing during slower periods.

Streamline Operations and Embrace Technology: - Automated Processes: Implement self-check-in kiosks, mobile key access, and online concierge services to reduce front desk workload and improve efficiency. - Inventory Management Systems: Utilize software to track inventory, minimize waste, and optimize ordering processes. - Energy-Efficient Solutions: Invest in energy-saving technologies like LED lighting and smart thermostats to reduce utility costs.

Prioritize Quality and Guest Experience: - Focus on Value: Ensure that any cost-saving measures don't compromise the core aspects of the guest experience, such as cleanliness, comfort, and personalized service. - Preventative Maintenance: Regularly inspect and maintain facilities and equipment to avoid costly breakdowns and guest dissatisfaction. - Staff Empowerment: Encourage staff to take initiative in resolving guest issues and exceeding expectations.

Enhance Value Perception through Added Benefits: - Complimentary Services: Offer complimentary Wi-Fi, breakfast, or shuttle services to enhance the perceived value of your offerings. - Loyalty Programs: Implement loyalty programs to reward repeat customers and encourage brand advocacy. - Personalized Touches: Add personalized touches like welcome notes, birthday treats, or customized recommendations to make guests feel special and valued.

In my experience, innovating is one of the most effective strategies to ensure that the guest experience does not take a hit as an outcome of cost cutting. Innovating could be smart staffing, using AI & other technologies for reducing excessive manpower or optimising energy, water consumption to ensure that wastage is effectively controlled, checking & allocation of resources are optimised. Tracking gaps & leaks in resources & making effective use of them.

A forma mais inteligente de buscar eficiência operacional é investindo constantemente em inova??o. Algumas boas práticas para inspirar a hotelaria: 1) Mercado livre de energias, com economias médias de 30%; 2) Padroniza??o de processos, com exemplos de ganhos de 4 p.p. em GOP em resorts; 3) Acompanhamento constante da opera??o por asset managers; 4) Investimentos em tecnologia e digitaliza??o de servi?os. E, lembre-se, nem sempre “menos é mais”. é importante preservar o que é core em nossos negócios e gera valor aos hóspedes.