How to Use Your Hotel Property Management System to Address Common Complaints by Customers?

In a service industry like hospitality, one of the common issue is customer criticisms, which are often expressed publicly. Even the most trusted brands in hospitality finds it nearly impossible to eliminate customer service complaints. But did you know with the right hotel software and the right staff with right attitude, you will be able to sort out most of the complaints.

Is your accommodation property is facing a frequent complaints from the guest? It is the right time to understand why you receive complaints frequently. A right hotel property management system will effectively automate your day to day operations allowing your staff more time to focus on your guests. But did you know a right Hotel software can help you focus on customer service directly too.

Now, let’s check out few common customer service issues in hospitality and how to avoid them using a hotel software?

No customer is happy if you keep them waiting

When you are guests travel they are already tired and if you take too long to check-in a guest at the front desk or your check-in process is not efficient, customers are quick enough to complain about their front desk experience.

This is where a hotel software plays a vital role, PMS will help you plan for the check-in process at the early before even the guest arrives. This will allow your guest to check-in, sign the registration card and more with ease. This is not all a PMS system will also help your hotel contribute to the environment by paperless operations. You can also integrate your PMS with a payment gateway or key-card system to even ease guest interaction.

Also if your accommodation property offers a self-check-in option you can directly connect that hotel software will reconcile information between two systems and will ensure a fully automated check-in experience for your staff and guests.

If you don’t value your customers

The fundamental rule of a customer service in any business is making customers feel special and valued. Mainly if you are customers are coming back they want you to recognize and welcome them. A hotel software will be helpful here because of its inbuilt feature history management, your hotel software will match booking data information to recognize returning guests and their preferences. Which will be valuable reference to hotel staff so they will be to provide personal guest experience. Your hotel PMS software can also help create packages and rewards program. If you want to provide your guests with a royal treatment you will need a right hotel software.

If requests take too long to resolve

Guest requests will always have more requests and complaints when they stay in your accommodation property from extra pillows to room temperature adjustments which needs to be attended in timely manner. Almost guest request involves more than one department, such as housekeeping or maintenance and engineering. The guest needs to notify front desk and they will need to notify appropriate department. Then the front desk will need to follow up with the department heads to make sure the request is fulfilled.

A hotel PMS software will be able to create task and share with concerned department automatically. Also front desk staff can stay updated with task status. System will be able to send reminders to the task to complete the request within a specific time.

If there is no self-service options

Millennial guests are tech savvy and they are stick to their smart phones when it comes to purchase or booking. So if you are property lacks an online booking along with responsive website then you are nowhere in the competition. What hurts more than a complaint is a lost customer isn’t it?

Any hotel PMS software will offer a website booking engine that is inbuilt with a PMS so your website booking are directly punched into the PMS and avoiding double bookings. Your rates and availability is directed to your website eliminating manual process.

Finally no one is ready to stay in an unclean room

Unclean room is one of the common complaints you hear from a guest. You will need to monitor your rooms and inform and train your housekeeping staff regularly. This is common complain because of housekeeping work schedule, miscommunication and delay in servicing a room.

Any good hotel software will be having an inbuilt housekeeping tool which will help housekeeping to organise their schedule. The software will provide room status, guest arrival and departure time so a housekeeping staff and plan his/her day accordingly and notify the cleaning status in the PMS system in real time eliminating their miscommunication with managers and front desk staff.

In addition to automating your day to day operations, your hotel PMS software is the key to provide an efficient guest experience. A Good hotel software will help you provide an outstanding customer service and guest will find it hard to complain about your accommodation property.

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Created on May 31st 2020 14:42. Viewed 394 times.

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