Holistic Hospitality – The Importance of Consistent Quality in Hotel Supplies09 May, 2018
The Importance of Consistent Quality in Hotel Supplies
Whether you’re a multinational chain standing atop the pillars of luxury and class, or a simple bed & breakfast in the outskirts of some picturesque landscape, your customers are coming to you for something. That something will change from person to person. Some will come to get away from it all, others will be using your hotel as a moment of respite before moving along to another destination.
However, one thing remains consistent: Regardless of what kind of service your hotel provides, it’s important that you can deliver it well. Whilst this may seem like an obvious point to make, it can be difficult to truly appreciate the power that consistency holds when looking to expand your business.
At Funktion Hospitality, we’ve been supplying some of Melbourne’s leading hotels, motels, cafes, bars, and restaurants with premium hospitality supplies for over a decade. In that time, we’ve managed to gather a few insights as to how upkeeping the quality of your service can impact your business’ image in the eyes of customers. So, let’s get into it.
Imagine if a person were to buy a burger from the same vendor each and every day. It may not be Michelin standard, but they keep going and buying the same lunch because they know exactly what they’re going to get. Now, imagine that one day they got a truly terrible meal; one that by no means matched the description they would have once given for such a culinary experience.
While that may have been just a minor lapse of concentration from the chef, it is something that will forever remain as a blemish on their reputation in the eyes of that customer. While a burger and a night in a hotel may not be the perfect comparison, that’s only because a bad night in a hotel is going to be considerably more disappointing.
With many hotels in Melbourne costing around $150 per night, customers are going to be much less likely to give your establishment a second chance. That’s why it’s vital to ensure the highest possible quality, even for things that may be considered small details like napkins and hand towles. You can never be sure as to what a customer will be focusing on when you’re making a first impression.
Given that a hotel is, by most metrics, a luxury service, they can’t thrive on first-time customers alone. The hospitality industry exists to be, well, hospitable, and ensuring that you make a positive impression on your customers will ensure that they keep you in mind for their next trip.
This is especially true for smaller hotels that don’t necessarily have the capital for marketing and advertising. When in this position, word of mouth can either be your best friend or your worst enemy, and that all depends on the service you provide. Customers will be loyal if you give them a reason to be, and while there are a variety of factors that go into doing that, it can be easier than you think.
How to Step Up Your Service
Listen to Your Audience
It can be difficult to face criticism, especially when it feels like a personal attack against your business. However, like all areas of life, understanding our faults is the only way to start overcoming them. If someone had a bad experience at your hotel, read reviews, reply to their feedback and try to work out a resolution. It will greatly benefit your business in the long run.
Additionally, also make sure to pay close attention to positive reviews and feedback. This is a great way of working out why people come to you over your competitors, which allows you to then boost your strengths while minimising your weaknesses.
No matter how excellent your rooms and staff may be, nobody likes paying $150 a night to be served with unappealing or lackluster hotel supplies. At Funktion Hospitality, we stock a wide array of premium hotel supplies and wholesale prices. Plus, with next day delivery on all in-stock items, you can always be sure you have what your customers need when they need it.
Treat Your Staff Well
As with any customer service role, how your staff interact with visitors will be a vital part of how people see your business. So, give them reasons to work hard and dedicate their efforts to your cause. We all need a reason to do what we’re doing, and that can often transcend a paycheck. By providing your staff with a positive work environment, your employees are in turn less likely to seek other employment and are more likely to give their best.
Whilst there are always going to be more factors that go into crafting the ultimate hotel experience, this should hopefully give you a better idea of its importance. If you’re interested in upgrading your hotel supplies, contact Funktion Hospitality today!