Using Reporting & Trend Analysis for Better Guest Experiences
You can find data everywhere. It’s all around you. Marketers use information to track what customers respond to; sales groups implement analytics to find new leads; recruiters utilize insights to analyze which top talent to go after. So it’s no surprise that hotel teams can employ data to curate better guest experiences. And in recent years, with the rise of hospitality technology and readily available reporting tools, hotel reporting and trend analysis has become more accessible than ever.
Tools like Quore provide reports that aggregate hotel data automatically like never before. The ability to see trends at a high level allows modern hoteliers to get a glimpse into the future, so to speak, and make clearer, more informed decisions. When you can see the way something is trending, you can decide how best to proceed to continue an upward trend—or to stop a downward trend.
The Impact of Trend Analysis
The American Customer Satisfaction Index (ACSI) runs annual reports on customer satisfaction of the average american consumer, focusing on benchmarks for: ease of reservations, checkin process, cleanliness, comfort, food services, entertainment, and amenities, among other areas. These areas really matter to guests, especially cleanliness. In fact, in a study conducted by Oracle, 93% of respondents agreed room cleanliness was a key factor in their overall satisfaction. And with a breadth of hospitality technology solutions on the market for improving housekeeping and cleaning operations, guests expect your hotel to sparkle now more than ever.
Luckily, technology and trend analysis is invaluable in ensuring these superior cleanliness standards—and more. And since 64% of US hotel guests cited it as “very or extremely important” for properties to invest in technology that enhances guest experience, you’ll be ahead of the curve if you implement the right solutions.
Solutions like Quore track everything from work orders and guest requests to inspections and guest satisfaction. The ability to visualize and analyze this information over time helps you and your team spot areas for long-term improvement. Hotels are able to more quickly identify when repeated issues arise and correct things before they become lasting problems.
For example, your hotel might find that you consistently get work order requests for lighting issues in specific areas. This request could end up being an underlying systemic issue, rather than simply a couple of faulty light bulbs. This is similar to a complication found at the Holiday Inn in Nashville, but using Quore, the team was able to discover the underlying issue and eliminate the problem to prevent further guest complaints. Being able to log your complaints, requests and maintenance needs all in one place allows you to spot patterns and solutionize before guest complaints lead to reduced satisfaction scores.
And it’s not limited to trends across assets. With the right solution, you can spot trends with specific items as well. Since Quore treats each individual asset logged in the system as exactly that, an individual asset, the system knows that the toilet in room 100 is different from the toilet in room 101. Having a full report on independent asset data gives you a clear view of item health specifics. So if the sink in room 204 keeps breaking, you know it’s an issue with that particular sink in that specific room, and you can move forward accordingly.
Reporting for Better Quality
Getting the full picture of your hotel’s data is easier with full spectrum reporting. Solutions like Quore provide a number of reports that ensure your property is always on top of quality assurance.
Reports like Average Response Time allow you to visualize your team’s average response time for guest requests over a period of time. This allows you to communicate about how those times can be improved or identify what might be standing in the way of faster responses. Plus it ensures you can set realistic expectations for your guests.
You can also run reports on boiler or pool readings to visualize chemical trends or understand when and why your pool or spa might be unbalanced, increasing overall quality and ensuring standards of cleanliness. And it doesn’t stop there—reports on room cleanliness, preventative maintenance and complaint resolution give you a broad idea of how your hotel is operating across the board.
Reporting helps you meet brand standards of quality across a portfolio as well, so you can clearly see where each hotel is meeting those standards and where things aren’t quite matching up. When you only have one piece of the data in the form of a solitary log sheet or single report, you don’t get comprehensive insights on how that information might be related. But tools like our Reports feature allow you to pull up detailed spreadsheets of information without the hassle of hunting down individual logs or transcribing information from binders.
With high-level communication comes real time-savings too: 80% of staff waste approximately 30 minutes per day on average just retrieving information necessary to do their jobs. That means you could save your team an average of nearly four hours in one seven-day week by ensuring that information is accessible and clear. Add that up across multiple properties and you really get an understanding of how much time is wasted just looking for the right data to keep work flowing in the right direction.
Improvements Across Your Property and Portfolio
Getting a clearer understanding of data across a hotel or portfolio increases communication, accuracy and accountability organization wide. Being able to analyze data at your hotel allows you to determine and discuss what’s working and what isn’t with your team. Increased visibility improves accuracy for estimated deliverables, response times and more, so you can communicate realistic expectations to guests and staff alike.
And, when communications are improved and clear expectations are set, your team can get a better insights on what they’re responsible for and feel an increased sense of accountability for how they’re impacting progress at your property or properties.
When you use data in the right ways, positive change is possible! You just need the right tools to help you do it.
To learn more about what Quore can do to optimize your hotel, check out our website.