Hotel Industry Challenges & Best Practices

Hotel Industry Challenges

Inspection Failures

If a hotel fails the inspection in two categories, it goes on a six-month trial, at the end of which there is a second inspection.

Staffing Issues

The French hotel industry is facing a nationwide problem of high staff turnover and a shortage of skilled employees.

Improving the Booking System

After deciding that the current booking system was inefficient, a meeting was called to discuss possible improvements.

Customer Service Best Practices

Telephone Etiquette

1. Always make sure to answer all calls quickly. Never let the phone ring more than five times, as that is unacceptable.
2. Take notes when there is a message for a colleague or when names and numbers are given.

Building Relationships

Front-line staff should be encouraged to build strong relationships with customers so that the customers feel free to share how they really feel about the service.

Face-to-Face Communication

Sometimes talking to someone face-to-face is essential in helping you decide.

Appropriate Behavior

I was trying to be efficient and competent, but the guest’s feedback form said my behavior was not appropriate because I was too impersonal.

Voicemail Messages

Your call is very important to us, so please leave a message, and we’ll get back to you as soon as possible.

Handling Complaints

We had to wait outside with no air conditioning for 40 minutes. The only good thing was the courteous manner in which the staff patiently listened to our complaints. I hope in the future the quality of your food is able to match the quality of your service.

Travel and Business

Travel Experiences

1. How long had he worked in San Francisco before coming to Memphis?
2. Normally I wear earplugs to sleep at night, but this time I had forgotten to pack them.
3. The only room left was the presidential suite because the person who had booked it had canceled the reservation at the last minute.
4. While the days of traveling on a shoestring are largely over, business travelers remain cautious.

Business Outlook

1. A rise in interest rates could weaken our potential for further investment.
2. Business is good at the moment, but we foresee problems in the near future.

Weather and Plans

1. What was the weather like when he left? Quite cold. It was only four degrees when I left home.
2. I will pick him up in a couple of hours, and we will go to dinner.
3. I am afraid that I must leave; otherwise, I will lose my flight.

Work Experience

How long have you been doing this job? For about fifteen years. You could let me have a break.