According to world practice, most hotel guests leave a comment on the hotel page after the visit – advice, approval or reprimand. This information is used by the next guest when booking a hotel. Consequently, a good comment will double the number of your visitors, a bad one – on the contrary, will reduce it. To set foot in the rapidly developing Georgian tourism, follow our tips, which are based on guest comments.
Regardless of the country, the main topics discussed by the guests are – cleanliness, friendly staff and quietness, and the latter has gained more and more attention in recently.
And really, what do guests pay for?
How do we deserve their repeat visit?
What should we add / change in our hotel to meet the up-to-dated requirements?
Riverside is launching a series of articles to help anyone working in the tourism industry and cares about service quality have more satisfied visitors. Detailed information on the topics discussed can be obtained through face-to-face interviews with our consultants.
Cleanliness – The hotel must be tidied up every day. Rooms should shine with cleanliness; guests will never miss it! Even out-of-dated furniture will not be noticed if cleanliness reigns the room. Two things are necessary for this – the diligence of the staff and a good knowledge of modern professional cleaning products. (We will return to the details).
Friendly staff – Friendship and kindness are now essentials for a long stay at the hotel and for a return visits of guests. restrained smile, low voice, the ability to solve problems diplomatically, make concessions in favor of the guest, to pay a little bit more attention than expected, to settle administrative matters in the backyard, no loud cues for guests to hear – all require intangible costs – just proper staff selection, constant monitoring and permanent trainings and motivation process. Foreign-speaking staff – it’s not such an expensive pleasure today – but without it you cannot win the hearts of guests. Some hotel owners try to teach the staff only several necessary phrases without knowing what to reply, trust us, it will cause more dissatisfaction among the guests – select at least one person per shift fluently speaking English and Russian.
Calmness – the most problematic issue not only in Georgia, but also in worldwide hotels. A separate extensive article will be devoted to this topic, but in a few words, we will offer tips here as well. Everyone is annoyed by the sound of the elevator coming into the room, talking in the corridors, the sound of walking-up the stairs, the noise from the neighbor’s room (sometimes even words can be heard), not mentioning the noise of the night-pleasures behind the wall. If you do not save money on construction and take care to strengthen the sound insulation, you will have a big advantage over other competitors, but if you miss this issue, it still could be emended after, but with more cost and less effect but it is still worth – the result and effect will surprise u!
