What are effective ways to gather feedback from guests about your concierge service?

1 Define your goals and metrics

Before you start asking for feedback, you need to have a clear idea of what you want to achieve with your concierge service and how you will measure it. Do you want to increase guest satisfaction, retention, referrals, or revenue? Do you want to identify the strengths and weaknesses of your concierge team, the most requested or valued services, or the areas of improvement? Depending on your goals, you can choose different metrics to track, such as ratings, reviews, surveys, complaints, compliments, or tips.

2 Choose the right methods and channels

There are many ways to gather feedback from guests about your concierge service, but not all of them are equally effective or appropriate for your situation. You need to consider the timing, frequency, format, and tone of your feedback requests, as well as the preferences and behaviors of your guests. For example, you can ask for feedback in person, by phone, by email, by text, or by using online platforms or apps. You can use open-ended or closed-ended questions, ratings or scales, or comments or suggestions. You can ask for feedback before, during, or after the stay, or at different touchpoints along the guest journey. You can also incentivize feedback by offering rewards, discounts, or loyalty points.

3 Analyze and act on the feedback

Collecting feedback is only the first step. You also need to analyze and act on the feedback to make it meaningful and useful. You can use various tools and techniques to sort, filter, categorize, and visualize the feedback data, such as spreadsheets, dashboards, graphs, or charts. You can look for patterns, trends, gaps, or outliers in the feedback and compare it with your goals and metrics. You can also use the feedback to identify the best practices, the areas of improvement, the training needs, or the new opportunities for your concierge service. You can then implement changes, improvements, or innovations based on the feedback and monitor the results.

5 Encourage and empower your concierge team

Your concierge team is the key to delivering a great concierge service and collecting feedback from guests. You need to encourage and empower them to provide exceptional service, to solicit feedback, and to handle feedback positively and professionally. You can do this by providing them with clear guidelines, training, tools, and support for feedback collection and management. You can also motivate and reward them for collecting and using feedback effectively, as well as for achieving the goals and metrics of your concierge service.

6 Review and improve your feedback process

Finally, you need to review and improve your feedback process regularly to ensure that it is working well and serving your purpose. You can evaluate the effectiveness, efficiency, and relevance of your feedback methods, channels, questions, and incentives. You can also measure the response rate, the quality, and the impact of your feedback. You can then make adjustments, changes, or enhancements to your feedback process based on your findings and feedback from your guests and your concierge team.

7 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?