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Oh No, Bad News - Busy Season’s Coming Soon!

Oh no, bad news - it’s about to get a lot more hectic, busy, jangly and confused: Your hotel’s busy season is starting soon.

As you probably know from experience, yes, you might make bank this summer, hopefully enough to take up the slack of the low season but it’s going to cost you - operational strains will be at their worst and guests will leave their worst reviews during this time.

It’s the great conundrum of busy season. Business is at its best, customer service is as its most challenging, guests’ expectations are at their highest and their satisfaction is at its lowest. Instead of the nice, easy, undemanding business travellers who are your mainstay during low season, you’re dealing with… tourists. Price-sensitive, demanding and disloyal leisure guests.

Anything you can do to hold your ground?

First, don’t give them anything to complain about. Inspect all rooms, be sure maintenance and repairs are made, Wi-Fi’s been upgraded, sheets, towels and bedding is all in good nick, the amenities look fresh because they are fresh and the place has had a deep clean. Replenish all cleaning supplies.

Prepare your staff. Hopefully you give new staff plenty of run-up, you don’t just throw them in the day that the busy season begins. Give them a couple weeks at the very, very least of slow season so they’ll be more relaxed and far more prepared to please guests when the floodgates open.

Communication will be key for many guests in preventing small problems from becoming big ones. Texting is a great form of instant communication.

And, as the proprietor, much is up to you. Be quick to resolve guest problems to their satisfaction, don’t let upset guests take it out on your people. They’re not getting paid enough to put up with that so they just might not.