Many hotels struggle with responding to guest requests quickly and accurately, often because they’re relying on outdated systems or manual processes.
In this article, I highlight the common problems hotels face with guest requests, the risks of not fixing these issues, and why a custom guest request system might just be the perfect solution—without breaking the bank.
Common Problems Hotels Face with Guest Requests
When you think about guest requests, you might imagine simple things like extra towels or room service, but even these can become complicated without the right system in place. Here are a few common issues hotels run into:
- Slow Response Times: If staff have to pass requests from one department to another by hand or phone, delays are almost guaranteed. This can lead to frustrated guests who wonder why their simple request is taking so long.
- Miscommunication: Ever had a situation where a guest’s request didn’t reach the right team? Maybe housekeeping got a request that should have gone to maintenance, or a special request got lost in translation. It happens more often than we’d like to admit.
- No Accountability: Without a system to track requests, it’s hard to know if something was actually taken care of. Who followed up? Was the guest satisfied? This lack of visibility can cause issues to slip through the cracks.
- Inconsistent Service: When departments handle requests differently, guests can feel like they’re not getting the same level of service every time. One guest might have their request handled in 5 minutes, while another waits 30.
What Happens if You Don’t Address These Problems?
You might be thinking, “Okay, we have some issues, but we get by.” But here’s the reality—if you don’t fix these problems, they can turn into serious risks for your hotel:
- Unhappy Guests: Guests today don’t hesitate to leave reviews. A delay in fulfilling a request or a simple miscommunication can result in negative feedback, which sticks around online for everyone to see.
- Wasted Time and Resources: Your staff might be running in circles trying to fix problems that could easily be streamlined. This eats up valuable time, making your operations less efficient.
- Falling Behind the Competition: More hotels are adopting tech solutions to keep guests happy and operations smooth. If your hotel is stuck using outdated processes, you risk falling behind, while other hotels deliver faster, better service.
The Solution: A Custom Guest Request System
The good news? There’s a solution to these problems that’s simple, effective, and tailored to your hotel’s needs: a custom guest request system.
- Everything in One Place: All guest requests go into one system—whether the guest sends it from their phone, an in-room device, or via the front desk. From there, the request is instantly assigned to the right team (housekeeping, maintenance, IT, etc.) for action.
- Real-Time Updates: Everyone knows what’s happening. Staff can see requests in real-time, track progress, and mark when something is completed. Guests are updated, too, so they’re never left wondering what’s going on with their request.
- Better Communication: Since the system connects all departments, there’s no more confusion about who’s handling what. Maintenance, housekeeping, and other teams can coordinate easily and work together more smoothly.
- Data You Can Use: A custom system collects data on common requests, response times, and staff performance. You can use this data to spot trends, fix bottlenecks, and improve service where it matters most.
The Benefits of a Custom Guest Request System
So, why should you invest in a custom system? Let’s break it down:
- Happier Guests: When requests are handled quickly and efficiently, guests are happier. Happy guests leave better reviews and are more likely to return.
- Efficient Operations: No more chasing down requests or guessing who’s responsible. This kind of system helps your staff stay on top of things, saving time and reducing stress.
- Transparency and Accountability: With real-time tracking, you can be sure nothing gets forgotten. Staff are held accountable for following through, and managers have full visibility.
- Tailored to Your Hotel: Whether you have a small boutique hotel or a large property, the system can be customized to fit your needs. Start with the basics and add more features as you grow.
- Affordable: Here’s the best part: Custom systems aren’t just for huge hotel chains with endless budgets. These days, they’re much more affordable and scalable, so even smaller hotels can enjoy the benefits without overspending.
Guest satisfaction is everything, thus a custom guest request system can make all the difference. It helps you run a smoother operation, keeps guests happy, and ensures that nothing falls through the cracks.
Custom does not mean expensive. There is always a solution that fits the budget and meets your needs.
So, if you are ready to increase the guests' satisfaction, now might be the perfect time to explore what a custom guest request system can do for you.
