Page 18 - Get_Down_To_Business_2018

Transform Tips and Tools to Help Drive

Your Your Overall Staff Service

Business and LTR Scores

Out of ideas for boosting your service and LTR scores? Your fellow

hoteliers are getting creative!

Likelihood to recommend (LTR), a
metric on the Guest Insight Survey and

Real Guest Reviews, is a major part of
your hotel’s success. Why? Word of mouth
is one of the biggest drivers of new
business. Use creative and low-cost ways
to help enhance the guest experience,
which could then help increase the ser-
vice and LTR scores your hotel receives.

Stuck for ideas? Listen to your fellow hoteliers for some great options!
• Are your guests feeling a little lonely? Keep companion fish at the front desk, and
if the guest needs a friend, they can take a bowl to their room for their stay.

• Offer a Bereavement Rate, and for any guest who checks in with that rate, fill out
a sympathy card to be given upon their arrival.
• Speak to every guest, every time you encounter them.
• Whenever there is a maintenance problem in a guest room, leave a note and
chocolates in the room after the issue is resolved.
• Have housekeeping leave small toys or coloring books in the rooms which have
kids.
• Offer dog treats for four-legged guests.

• Provide a garment steamer to easily steam wrinkles out of guest clothes, so they
don’t have to use the iron and ironing board.
• Introduce next day departure calls - call guest the day before they check out to
make sure you have resolved any guest issue before hey leave.
• Create a Guest of the Day program
• Got a group attending a convention? Offer a shuttle to a different shopping or
tourist area for spouses each day.
• Offer complimentary punch and cookies or self-serve ice cream in the afternoon