In the digital age, where online reviews can make or break a hotel’s reputation, guest experience has never been more critical. According to Zuberance, a single unfavorable review can result in a staggering loss of 30 bookings, translating to a financial impact of $22,800. This stark reality underscores the importance of meticulously addressing every facet of the guest journey, especially when it comes to handling unexpected incidents and emergencies.
In working with the hotel industry, we’ve identified several key factors that significantly impact the guest experience:
- Evolving codes and the efforts made to comply
- Changing technology trends
- Proper incident follow-up
- Life safety and emergency preparedness
For the purpose of this article, let’s take a closer look at incident follow-ups and their crucial role in maintaining guest satisfaction and protecting your hotel’s online reputation.
The importance of an incident follow-up
Guests expect their opinions and issues to be heard and addressed, now more than ever with the prevalence of online reviews. They need to know that someone is aware of on-site issues and doing everything possible to correct the problem. Most importantly, guests need to feel safe and be able to rely on the hotel staff during an emergency.
Examples of incidents that require follow-up
- Emergency evacuations
- Elevator entrapments
- Power outages
- Appliance malfunctions
- Housekeeping mishaps
Each of these incidents, if handled poorly, has the potential to severely impact a guest’s experience and, consequently, your hotel’s reputation. Let’s explore best practices for addressing these situations effectively.
Best practices for addressing negative situations
- Apologize: This is the first and most important step. A sincere apology goes a long way in diffusing tension and showing empathy.
- Provide assurance: Assure the guest(s) that you will investigate the situation and work toward a potential solution if there is one.
- Show you care: Ask meaningful questions. Find out if there are specific details about the event the guest wants to relay. This demonstrates that you value their input and are committed to fully understanding their experience.
- Follow up: Small gestures can make a significant impact. This can range from checking back in with the guest to sending them discounts or a gift card as a gesture of goodwill.
Incident spotlight: Elevator entrapments
Elevator entrapments are a prime example of how a seemingly minor incident can have major implications for guest satisfaction and safety. Unless it has happened to you, it’s difficult to comprehend the negative impact of being stuck in an elevator. At best, it’s an annoying interruption to your day. At worst, it can trigger panic, feelings of helplessness or even exacerbate pre-existing medical conditions.
How often does this happen? More than you’d think. Elevator entrapments are an all-too-common occurrence, with significant implications for guest safety and the overall hotel experience.
Proactive response: A best practice challenged
In a study conducted with building managers at the BOMA International Conference, we found that attendees consider it a best practice to proactively follow up with every person trapped in an elevator. However, many had trouble doing so; a common complaint was being unaware of the on-site entrapments.
This disconnect between the expected guest experience and the hotel’s ability to respond effectively highlights the critical need for enhanced emergency communication systems and processes. By empowering hotels to rapidly detect, respond to and resolve elevator entrapments, the guest’s sense of safety and trust can be restored, mitigating the risk of negative reviews and reputational damage.
Advanced emergency communication systems, like those offered by Kings III Emergency Communications, can play a crucial role in bridging the gap between incident occurrence and management response. These systems not only dispatch the proper help but also notify on-site personnel, ensuring all relevant parties are informed and can take appropriate follow-up actions.
Building trust through effective follow-up
In an industry where 81% of travelers read reviews before booking, the impact of emergency communications and incident follow-ups on a hotel’s online reputation cannot be overstated. By prioritizing both technological innovation and human-centric empathy, hoteliers can create a harmonious synergy that resonates with guests, fostering the loyalty and trust required of successful hotels.
Effective incident follow-ups are more than just damage control—they’re an opportunity to demonstrate your commitment to guest safety and satisfaction. By implementing robust emergency communication systems and following best practices for incident response and follow-up, hotels can turn potentially negative experiences into showcases of their dedication to guest care.
Remember, in the world of hospitality, how you respond to challenges can be just as important as the services you provide. Make every interaction count, especially when it matters most.
About Kings III:
With technology purpose-built for life safety and a dedicated dispatch center staffed 24/7/365, Kings III offers a concierge-level partnership that hotels can trust for their emergency response, providing their staff with an extra layer of security and support that allows them to focus on their key responsibilities. Features of Kings III’s emergency dispatch center you won’t find anywhere else include advanced Emergency Medical Dispatch-certified operators able to provide critical medical instructions to callers, call translation in 175+ languages and call recordings and transcript access- invaluable for event verification, reporting and potential litigation.
As hotels across the country are seeing significant changes in the emergency communications space due to evolving codes (i.e., updated elevator code designed for accessibility) and technology (i.e., the sunsetting of analog phone lines), they increasingly seek Kings III’s help as a dedicated SME. These advancements not only impact technical components for hotels, but they also bear profound implications for guest experience and safety—the core of exceptional hospitality.