The #1 Reason Your Hotel Has Bad Reviews and How to Fix it
Your dirty hotel is the main reason why you get bad reviews.
On average, a person tells about 15 people of a poor customer service experience, and only 11 people of a good one, so ask your happy guests for positive reviews.
Here’s what happened to a hotel in Pasay with consistent bad reviews:
Before ZEN, this hotel had a customer satisfaction rating of 6/10 and the major issue that their guests complained about is cleanliness: dust build-up, cockroaches, and an obvious removable dirt at the floor. One of the members of the Hotel Operations team personally visited the property to find out how ZEN and the hotel can work together to solve it. Upon further investigation, it was discovered that those indications of bad housekeeping was due to an untrained staff.
ZEN retrained the housekeeping staff on cleanliness standards, and even on how they should speak to guests. ZEN hotel managers guided the housekeeping staff until they were certain that the cleaning procedure was standardized. In one month, the hotel managed to raise their customer satisfaction rating to an average of 8/10 across all online booking platforms. Regardless, our Hotel Operations team still checks up on the hotel staff so they won’t get bad reviews again.
To help you avoid getting bad reviews, here are tips on cleanliness from our Head of Quality Training that you can apply to your hotel today. Scroll down to read them!
2 tips on housekeeping and hotel cleanliness you can do today
1. Make a checklist on standard cleaning procedures.
There should be a checklist that contains the exact steps on which place housekeepers need to focus on first and which spots require special attention. This way, it is certain that no spot is missed, and no corner is left unchecked.
2. Equip your cleaning staff with enough tools.
If you have three housekeepers, there should be three brooms as well. This way, if they all need to work simultaneously, you are certain that they will get the job done and achieve the best results. Even if your staff is trained well in housekeeping procedures, if they don’t have enough cleaning equipment, you will still have a dirty hotel room, or worse, a frustrated housekeeping staff.
How can ZEN Rooms help in increasing the customer satisfaction rating of your hotel?
ZEN Rooms exclusive hotel partners are given free training at least twice a year, and they can even request for a training session if they want to! Straight from our headquarters in BGC, our Area Head of Quality and Training provides training to the hotel team of exclusive partners. He has successfully trained more than 1000 staff and 200 hotels under the ZEN franchise.
Become a ZEN franchisee to get exclusive training sessions on housekeeping for free. Send us an email at [email protected] to know more.
Disclaimer: ZEN Rooms claims no credit for images featured on our blog site unless otherwise noted. All visual content is copyrighted to its respectful owners. We try to link back to original sources whenever possible. If you own the rights to any of the images, and do not wish them to appear on ZEN Rooms, please contact us and they will be promptly removed. We believe in providing proper attribution to the original author, artist or photographer.