July 26, 2011
There are a number of elements that help hotels achieve success, some of which can be controlled by managers, such as price, and others that simply can't, like the economy and location. It's important for hotel managers to do what they can to ensure their hotels are as attractive as possible to guests.
According to a recent report from Chubb Group of Insurance Companies, the most important factor to the average guest is hotel cleanliness. In a survey of more than 1,000 Americans, 43 percent of respondents said having a clean hotel is one of the first things they look for when staying at a new location.
Despite the fact that many customers are looking to spend less money, hotel cleanliness was viewed as being even more important than price. Roughly one-quarter of respondents (23 percent) said low-cost room options were pivotal when choosing a hotel, placing it behind cleanliness.
Another factor that guests view as being important is location, which came in at No. 3, with 19 percent of respondents indicating it was their top concern when booking a room.
As eHotelier noted, the best way to determine how a hotel is faring in these areas is by simply asking customers.
"There are tools out there to help you evaluate your status. Naturally, create that relationship with your guests through feedback mechanisms. Talk to them, seek their comments and opinions, bring them into the family, for they do want you to succeed," eHotelier explained. "Have a solid program in place that allows you to keep your finger on the pulse of your operation. Mystery shops can give you that 'picture in time. All insight you gain must be timely and actionable."
The Chubb Group of Insurance Companies illustrates why it's crucial to have a strategic procurement program in place. Employing a comprehensive cleaning system will ensure rooms are clean, improving the overall guest experience.
Moreover, Avendra offers a Cleaning Chemicals and Sanitizing Systems program through Ecolab that hotels can leverage to ensure their rooms are always clean. With some experts anticipating a big return to travel, hotel general managers should be sure they have their supplies under control, as it will help them exceed guest expectations.