When was the last time you thought about the quality of service in your hotel? Almost never, we think. But how much time have you spent coming up with tactics to improve the guest experience at your hotel? The restaurant business is a customer business. In fact, all service industries have made improving the customer experience a core part of their business. Whether it’s the customers of the mall or, in this case, the customers of the hotel. So even if you don’t want or have the time – especially in the middle of the season – you need to focus as quickly as possible to give your customers the best experience possible. However, many hotels ignore this fact. Instead, they focused on one thing. Reservations.

But it’s not until the season arrives and the tax calculation begins that you realize you’re not working as hard as you used to and your income is much lower. Then the alarm went off, signaling that something was wrong. Here are some things that will get you there.

1. You have no ordinary

If a person is satisfied with the service in a hotel and his stay there is pleasant, it is natural that he will come back again and again. Why look for something better when he’s already found what he wants. Of course, many people prefer to change every year, but this is usually the case for young people. So, if you find that you have lost your loyal customers, ask yourself what the problem is. It is very likely that the quality of the service will be different than before.

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2. Fewer and fewer customers come to eat and drink

Often people who are not hotel guests come to the hotel restaurant. It is a frequent location for business lunches. However, you notice that the team from the local marketing company no longer holds their business meetings at your hotel as they used to.

3. The complaints book is full

Many customers just leave if they are not satisfied with the service and never come back. But there are those who must voice their displeasure before leaving the establishment. Fingerprint booklets are used for this purpose. Check it out and read every comment. Of course, if there are 3-4 negative reviews and 80+ positive reviews, the situation is not worrisome, but if the number of both is about the same, you should pay attention to what customers are complaining about.

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4. Guests do not stay in the hotel area during the day

If your hotel has golf courses, tennis courts, a fitness center, sauna, pool and many other amenities and your guests are not staying at the hotel, something is wrong. The most common reason people are disgusted is hygiene. Make sure everything is in order in this area.

5. Cleaning products are available in room.

Before the guest enters the room, the chambermaid carefully cleans the rooms and changes the linen. This is something that will work every day during the guests’ stay. However, if, despite cleaning, you notice cleaning products in the hotel room or bedding on the bed, it is a more than obvious sign that the hygiene of the room is not at the level it should be.

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How can I improve my service?

Fortunately, all is not lost and there is a way out of this situation. Here are some suggestions that will have a positive effect on business.

Site works

The first impression is the most important, as many people think. Hotels dedicated to their services present themselves on beautiful and useful websites. If guests have a good impression when they come to the hotel’s website, you’ve taken a step in the right direction.


Many people don’t like to hear the word renovation because it is synonymous with spending money. However, it is important to know that it is a wise investment that will pay off in the long run. Get advice from an architect or interior designer and try to make the best use of the space available in the building. You can find more information at deskflex.com.

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Change menu

If you notice that many people are full of praise for the food at the hotel, it is another sign that it is a quality accommodation. Good food is the result of good kitchen staff and excellent ingredients, usually homemade.

Organisation of evening entertainment

Plan entertaining parties or live music, anything to keep your guests engaged.

Cosmetics for hotels

It may not seem like much, but if a client decides to spend a few thousand dollars a week on a hotel room alone, or $600 to $800 a weekend in a supposedly good hotel, he has a right to be pampered. And among the important amenities of good hotels, there is no doubt the best cosmetics in the hotel bathrooms. Cheap, poor quality makeup sends the same message as a bad breakfast: you’re doing it to make as much money as possible.

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The bedding should be clean and comfortable. It should not be expensive bedding of the highest quality, but medium quality, made of comfortable, natural and skin-friendly materials. The interior of the room should be soothing, not too colorful and with too many details. Remember the rules of the fashion world: less is more.

Final thoughts

Guests pay special attention to their time and to the people responsible for their free time. In addition to the understanding of time as an important element of nonverbal communication, a separate discipline has emerged devoted to the study of time in communication: annals. In the hospitality industry, non-verbal communication has a much greater effect on the customer than verbal communication.

By being able to confirm the sincerity or insincerity of the spoken words, the authors link the non-verbal context of the conversation to the evolution of the guest’s feelings. Bad experiences are often suppressed in the verbal part, and what lingers longest in human perception are the feelings or what the guests felt during their stay in the hotel, restaurant, etc.

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