What are the best ways to maintain a sustainable guest service strategy in the face of economic uncertainty?

2 Enhance your online presence

The pandemic has accelerated the digital transformation of the hospitality industry, as more guests are using online platforms to research, book, and review their travel experiences. You should leverage your online presence to showcase your value proposition, engage with your audience, and collect feedback. You can also use digital tools to offer personalized and convenient services, such as mobile check-in, chatbots, loyalty programs, and online concierge. By enhancing your online presence, you can increase your visibility, reputation, and loyalty among your guests.

3 Diversify your revenue streams

Another way to maintain a sustainable guest service strategy is to diversify your revenue streams and reduce your dependence on traditional sources of income, such as room rates and occupancy. You can explore new opportunities to generate revenue from your existing assets and capabilities, such as offering food delivery, catering, event hosting, coworking spaces, or wellness packages. You can also partner with other local businesses and organizations to create cross-promotional offers and referrals that can benefit both parties.

4 Train and empower your staff

Your staff are the key to delivering exceptional guest service, especially in times of crisis and uncertainty. You should invest in training and empowering your staff to cope with the changing demands and expectations of your guests, as well as to handle any potential issues or complaints. You should also foster a culture of teamwork, collaboration, and innovation among your staff, and reward them for their efforts and achievements. By training and empowering your staff, you can enhance their skills, motivation, and satisfaction, which can translate into better guest service.

5 Monitor and measure your performance

Finally, you should monitor and measure your performance regularly and adjust your guest service strategy accordingly. You should use data and analytics to track and evaluate your key performance indicators, such as guest satisfaction, retention, referrals, revenue, and costs. You should also solicit and analyze feedback from your guests, staff, and partners to identify your strengths, weaknesses, opportunities, and threats. By monitoring and measuring your performance, you can make informed decisions and improvements that can help you achieve your goals and objectives.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?