Housekeeping Practices to Retain Hotel Guests

 

In just about every business, retaining a customer is just as important as acquiring a new customer. This is particularly true in the hospitality industry. Many hotels have a very low customer return rate. This is partly because most hotels don’t serve local markets; they typically host travelers, tourists, and events, which may be seasonal.

Despite the poor customer retention rate, hotel managers should still put effort into giving their customers a reason to come back. Here are three practices that you could employ as a hotel manager or owner to increase customer satisfaction and retention.

Maintain Cleanness

A survey in 2017 asked travelers in the U.S. to state some of the factors that influence their hotel choices. 84% of the respondents said that cleanliness was an important consideration. Guests don’t want to stay in a hotel that they feel is poorly maintained.

Ensure that the rooms are spotless and tidy; wash and change the hotel sheets and linens, vacuum the carpets, and clean the drapes and windows. Also, take care of the bathroom area, refrigerator, cabinets, and closets. Remember, the state of the hotel and its rooms represents the image of the establishment.

Keep a Proper Inventory

Besides keeping the hotel sheets and linens clean, you also have to deliver on the promises made to the guests. That means making sure that everything from the menu items to small luxuries is available on demand.

Implement an effective inventory system that monitors the consumption and purchases of supplies to ensure your hotel never runs low on vital commodities. The idea is not to overstock, since doing so could negatively affect the operating budget, but to maintain a satisfactory inventory. Failing to deliver on promises may leave the guests feeling short-changed and unsatisfied. 

Conduct Quality Check Inspections

Complete frequent quality inspections on various parts of the hotel, especially guest accommodations. Hotel workers may miss a spot when cleaning or fail to notice damages in the rooms. During the inspection, look for any neglected areas and damaged utilities and features.

Replace any old, misused, or damaged items, including furniture, fixtures, beddings, and carpets. While at it, look into new ways of improving the guests’ comfort by enhancing efficiency and convenience. You could also use the inspections to recognize outstanding hotel workers and at the same time, incentivize high-quality work.

Excellent housekeeping upholds a positive image of the hotel and improves guests’ satisfaction. Maintaining a good reputation can motivate guests to keep coming back to your hotel.