25 key hotel performance improvements – Checklist

Checklist of 25 key suggestions for improvement that provides you a quick snapshot of all what that you need to ensure and what benefits these checkpoints can reap.

1. Improved security/surveillance

  • Checkpoints: Trained security staff, modern digital equipment, and emergency procedures.
  • Outcome: Improve guest loyalty, efficient security

2. Faster room service

  • Checkpoints: Round-the-clock monitoring, log-book maintenance, helpful staff, record orders properly, reward employees
  • Outcome: Impress guests, improve staff efficiency

3. City touring/commuting Desk

  • Checkpoints: Stock local guides, maps, tickets to local shows, weekend getaway packages, vehicle arrangement
  • Outcome: Widen scope of brand, improve business

4. Travel and ticketing Desk

  • Checkpoints: Tie-up with local travel agents, online reservations, offer branded bags, folders to guests
  • Outcome: Improve business, earn guest loyalty

5. Housekeeping more efficient/personalized

  • Checkpoints: Round-the-clock functioning, efficient staff, complimentary services, in-house rewards program, reduce power bills, go green
  • Outcome: Higher occupancy, greater guest loyalty

6. Internet accessibility

  • Checkpoints: Wi-fi access – complimentary or charged, lend laptops, spare plugs, wires, etc, maintain hotel website
  • Outcome: Greater access by guests worldwide, improved guest loyalty.

7. Availability of newspapers, magazines

  • Checkpoints: Complimentary tie-up with renowned publications, hotel event coverage, reading section
  • Outcome: Improved service, branding option

8. In-house entertainment beyond the television

  • Checkpoints: Showcase local culture, celebrity branding, game shows, musical evenings/shows
  • Outcome: Score over competition, better brand-building and industry popularity

9. Improved efficiency at Reception

  • Checkpoints: Pleasing and efficient staff, faster check-in/check-out, shortest time possible, meticulous maintenance of records, punctual wake-up calls
  • Outcome: Sure to impress guests, improve brand loyalty

10. Bookings, refunds, stay packages to be handled more efficiently

  • Checkpoints: Trained staff, offer complimentary packages, facilities, quick processing of refunds.
  • Outcome: Increase scope of brand, impress guests, and improve profits with tie-ups

11. Loyalty card/programs with discounts for returning guests

  • Checkpoints: Evolve loyalty program, innovations based on market survey, use modern Internet social media
  • Outcome: Stay ahead of the competition, improve brand popularity among guests, publicity by word of mouth

12. Local and in-house shopping facilities and tours

  • Checkpoints: Tie-up with local stores/international brands, boutique/hotel shop
  • Outcome: Impress guests, improve business, occupancy

13. Postal mail service

  • Checkpoints: Branded stationery, tie-up with courier service, stock packaging material
  • Outcome: Value-added service for guests

14. Special help with emergency services

  • Checkpoints: Emergency telephone numbers, routine emergency procedures, alert staff
  • Outcome: Greater guest loyalty

15. Improved pick-up and drop services for railway station/airport

  • Checkpoints: Check pricing, complimentary service provision, well-maintained vehicles
  • Outcome: Better customer service

16. Cuisine/Kitchen improvements

  • Checkpoints: Regular reviews, kitchen charter, special menus, regular training sessions, ergonomic kitchen design, competitive pricing
  • Outcome: Impressive guest service, addition to brand value

17. Currency exchange facilities

  • Checkpoints: Fresh currency to be disbursed, trusted employees at desk, meticulous paperwork
  • Outcome: Better international guest loyalty and occupancy

18. Guest surveys

  • Checkpoints: Simple guest survey card filled on check-out, database of survey results, discuss with section heads
  • Outcome: Tool for permanent scope of improvement in service and business

19. Separate desk for international guests

  • Checkpoints: Better communication, brief foreign guests, take care of special requests, handle cultural and language barriers
  • Outcome: Improve international guest loyalty and businesses

20. Improved decor/interior design

  • Checkpoints: Well-balanced and impressive décor, interior decoration, architecture, proper maintenance, cleanliness and hygiene, proper lighting, background music/ambiance, keeping needs of physically disabled in mind
  • Outcome: Delight guests, improve brand image, score over competition

21. Referrals from guests

  • Checkpoints: Explore both domestic and international referrals, rewards programs, referral chain via the Internet
  • Outcome: Score over competition, reach wide market, save advertising expenses

22. Employee concerns

  • Checkpoints:  It is one big family – insurance, health needs, further education and training, salary issues, incentives, etc.
  • Outcome: Employees feel happy; remain motivated, greater scope of providing best service to guests

23. Facilities for short-term cellphone sim cards etc.

  • Checkpoints: Short-term sim cards, cellphone sets for guests, receiving messages for guests
  • Outcome: help guests save on international roaming charges, develop guest loyalty, and widen scope of hotel brand

24. Separate medical section

  • Checkpoints: Doctor-on-call, tie-up with local hospitals/specialists, emergency phone numbers
  • Outcome: Value-addition to hotel service, improve guest loyalty

25. Spa services, fitness services, gym, masseurs etc

  • Checkpoints: Gym, spa, fitness center, trainers, doctor-on-call, exotic services like tarot reading, acupressure massages, etc.
  • Outcome: Great value to hotel brand
Posted in 25 Improvements
Tags: , , , , , , , , ,

Hotel KPIs Video

Check out Hotel KPIs Toolkit

BSC Toolkit for Hotel

Thank you for sharing!

Whether you are looking for a professional Balanced Scorecard software, or just researching information about Balanced Scorecard and business strategies, we recommend you to download and try our BSC Designer software (no credit card is required).

We will follow up with you with lessons about the Balanced Scorecard and will keep you informed about the trending articles on bscdesigner.com

Follow us in Social Media