Checklist of 25 key suggestions for improvement that provides you a quick snapshot of all what that you need to ensure and what benefits these checkpoints can reap.
1. Improved security/surveillance
- Checkpoints: Trained security staff, modern digital equipment, and emergency procedures.
- Outcome: Improve guest loyalty, efficient security
2. Faster room service
- Checkpoints: Round-the-clock monitoring, log-book maintenance, helpful staff, record orders properly, reward employees
- Outcome: Impress guests, improve staff efficiency
3. City touring/commuting Desk
- Checkpoints: Stock local guides, maps, tickets to local shows, weekend getaway packages, vehicle arrangement
- Outcome: Widen scope of brand, improve business
4. Travel and ticketing Desk
- Checkpoints: Tie-up with local travel agents, online reservations, offer branded bags, folders to guests
- Outcome: Improve business, earn guest loyalty
5. Housekeeping more efficient/personalized
- Checkpoints: Round-the-clock functioning, efficient staff, complimentary services, in-house rewards program, reduce power bills, go green
- Outcome: Higher occupancy, greater guest loyalty
6. Internet accessibility
- Checkpoints: Wi-fi access – complimentary or charged, lend laptops, spare plugs, wires, etc, maintain hotel website
- Outcome: Greater access by guests worldwide, improved guest loyalty.
7. Availability of newspapers, magazines
- Checkpoints: Complimentary tie-up with renowned publications, hotel event coverage, reading section
- Outcome: Improved service, branding option
8. In-house entertainment beyond the television
- Checkpoints: Showcase local culture, celebrity branding, game shows, musical evenings/shows
- Outcome: Score over competition, better brand-building and industry popularity
9. Improved efficiency at Reception
- Checkpoints: Pleasing and efficient staff, faster check-in/check-out, shortest time possible, meticulous maintenance of records, punctual wake-up calls
- Outcome: Sure to impress guests, improve brand loyalty
10. Bookings, refunds, stay packages to be handled more efficiently
- Checkpoints: Trained staff, offer complimentary packages, facilities, quick processing of refunds.
- Outcome: Increase scope of brand, impress guests, and improve profits with tie-ups
11. Loyalty card/programs with discounts for returning guests
- Checkpoints: Evolve loyalty program, innovations based on market survey, use modern Internet social media
- Outcome: Stay ahead of the competition, improve brand popularity among guests, publicity by word of mouth
12. Local and in-house shopping facilities and tours
- Checkpoints: Tie-up with local stores/international brands, boutique/hotel shop
- Outcome: Impress guests, improve business, occupancy
13. Postal mail service
- Checkpoints: Branded stationery, tie-up with courier service, stock packaging material
- Outcome: Value-added service for guests
14. Special help with emergency services
- Checkpoints: Emergency telephone numbers, routine emergency procedures, alert staff
- Outcome: Greater guest loyalty
15. Improved pick-up and drop services for railway station/airport
- Checkpoints: Check pricing, complimentary service provision, well-maintained vehicles
- Outcome: Better customer service
16. Cuisine/Kitchen improvements
- Checkpoints: Regular reviews, kitchen charter, special menus, regular training sessions, ergonomic kitchen design, competitive pricing
- Outcome: Impressive guest service, addition to brand value
17. Currency exchange facilities
- Checkpoints: Fresh currency to be disbursed, trusted employees at desk, meticulous paperwork
- Outcome: Better international guest loyalty and occupancy
18. Guest surveys
- Checkpoints: Simple guest survey card filled on check-out, database of survey results, discuss with section heads
- Outcome: Tool for permanent scope of improvement in service and business
19. Separate desk for international guests
- Checkpoints: Better communication, brief foreign guests, take care of special requests, handle cultural and language barriers
- Outcome: Improve international guest loyalty and businesses
20. Improved decor/interior design
- Checkpoints: Well-balanced and impressive décor, interior decoration, architecture, proper maintenance, cleanliness and hygiene, proper lighting, background music/ambiance, keeping needs of physically disabled in mind
- Outcome: Delight guests, improve brand image, score over competition
21. Referrals from guests
- Checkpoints: Explore both domestic and international referrals, rewards programs, referral chain via the Internet
- Outcome: Score over competition, reach wide market, save advertising expenses
22. Employee concerns
- Checkpoints: It is one big family – insurance, health needs, further education and training, salary issues, incentives, etc.
- Outcome: Employees feel happy; remain motivated, greater scope of providing best service to guests
23. Facilities for short-term cellphone sim cards etc.
- Checkpoints: Short-term sim cards, cellphone sets for guests, receiving messages for guests
- Outcome: help guests save on international roaming charges, develop guest loyalty, and widen scope of hotel brand
24. Separate medical section
- Checkpoints: Doctor-on-call, tie-up with local hospitals/specialists, emergency phone numbers
- Outcome: Value-addition to hotel service, improve guest loyalty
25. Spa services, fitness services, gym, masseurs etc
- Checkpoints: Gym, spa, fitness center, trainers, doctor-on-call, exotic services like tarot reading, acupressure massages, etc.
- Outcome: Great value to hotel brand