When it comes to running a successful hotel, guest satisfaction is key. Quore’s Complaints App is a great tool to help ensure appropriate reporting and follow-up action when a guest is unhappy about something. Here are three new ways that Complaints can help keep your staff more informed and ultimately, guests happy.
Happiness starts with knowledge
How can your hotel staff solve a guest’s complaint if they don’t know enough about the guest? We’ve added the ability when adding a new guest complaint to include a guest's loyalty number and check-in and check-out dates, which will automatically update the Dashboard Rooms Grid. More info about the guest means your staff is more informed, which means they can get smarter about solving guest’s issues in the appropriate time-frame.
Connecting all the dots, from complaint to resolution
Once a guest’s complaint is resolved it doesn’t always mean the work is over. Its important to follow up with the guest to ensure they are truly happy with the resolution. Now upon closing a Complaint, the completion form provides an easy, one-click option to create a follow up task for a guest satisfaction call back from management.
Likewise, a complaint about a broken HVAC might be resolved by moving the guest to a new room, but their old room still requires a follow-up work order to fix to root HVAC issue. Or what if a guest’s complaint was resolved while still in-house, but then a few days later they post a negative review online? Now the Complaints app allows you to connect all the dots by creating related tasks, work orders, requests and complaints tied to a parent complaint, so staff can see the relationship between tickets that have shared history.
Mo problems, mo solutions
The cause of a guests’ complaint can often stem from multiple compounded issues: check-in times were heavily delayed, then the room wasn’t in the best condition due to a busy housekeeping staff, and finally the HVAC wasn’t working properly. Its important for your staff to be able to document the full extent of a guest’s complaint so they can respond with the right level or urgency and with the best solution. Now the Complaints App allows you to document multiple issues in a single complaint ticket. When creating a new Complaint ticket, click or tap on the “Problem” dropdown in the form to select multiple items that caused the guest’s complaint.