contractor success Path To Guest By: Anthony Melchiorri and Dave Mesko Satisfaction The quartet of guest satisfaction is the foundation for receiving rave reviews about your hotel, motel, inn or hostel. In the past, when consumers planned a large purchase, they asked for recommen-dations from family, friends or coworkers. Fast-forward to today’s era of the “con-nected customer” — the vast world of on-line reviews combined with growing social media use provides unlimited information about others’ purchase experiences at the press of a button. It’s no different for the increasingly com-petitive hospitality industry, where an unsat-isfied customer can quickly transform into a whirlwind of negative reviews. This can lead to a poor online reputation and dwindling occupancy levels. To meet evolving needs of the “connected customer,” hotels can build a strong online reputation by focusing on building the four pillars of guest satisfaction: image, cleanli-ness, safety and security. By keeping these four pillars in mind and envisioning the customer experience from start to finish, hoteliers can increase cus-tomer satisfaction and improve online repu-tation for the long-term. I Image When considering the image of your hotel, think about the entire customer experi-ence. As with anything, first impressions are critical. Since staff members will likely present a first point of contact for guests, ensure their appearance and attitude is at the top of its game to create a lasting impression. Provide staff members with functional, stylish and comfortable uniforms to maintain a professional look at all times. Hoteliers can consider partnering with a qualified uniform provider that understands its property’s unique image and how to pro-mote a cohesive, consistent brand through an apparel program. When employees look their best, they will When your staff realizes that it is the little things that make the difference, customer satisfaction will surely elevate. Image courtesy of Procter & Gamble Professional 38 CM/Cleaning & Maintenance Management ® • May 2013
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