By: Danny Bradford, CEO, Resorts Division
There is direct correlation between effective support service partnerships and improved guest satisfaction, increased bookings, and enhanced resort atmosphere. Here are just a few key factors that make these partnerships successful.
Removing operational burdens allows resort managers to focus on guest satisfaction.
Extensive administrative tasks and operational details can overwhelm resort management staff and negatively impact guest satisfaction as attention to detail can often be lost in the shuffle. Resort managers spend around 40-60% of their time dealing with these tasks and issues, but the integration of a support service partnership can liberate the management team from spending valuable time on operational components. Additionally, support service providers can alleviate recruiting and training woes by implementing programs that ensure quality outcomes are achieved, and that the right people are being hired for the job. In turn, this allows for the resort management team to focus greater attention on guest satisfaction improvements.
Developing standard protocols and operational oversight creates more streamlined housekeeping processes.
By leveraging mobile, cloud-based technology, support service providers can offer customizable housekeeping solutions that manage operational expectations and tasks that result in quality outcomes. This technology allows for instantaneous feedback on room status, keeping the resort manager alert to any impending delays and aware of the availability of units for early arrivals. In addition, as housekeeping protocols become more streamlined, resort managers might notice that cleans become more consistent and higher-caliber—from guest rooms to common areas.
Open communication allows issues to be addressed and resolved in a timelier manner.
The key to bridging the gap between departments is in communicating well. Many customer issues can be easily addressed and even avoided by implementing technology platforms, strong leadership teams, and a highly trained frontline staff. Bringing in support service teams that have these attributes can connect any missing pieces, helping to guarantee interdepartmental collaboration and problem-solving. The mobile technology platforms provide the ability to alert independent departments to maintenance problems, housekeeping notes, and guest service requests, all by the touch of a finger. Embedded notification chains provide each department with automatic request statuses so that each team member can rest easy knowing that the requested service has been completed.
As the resort and hospitality industry continually pushes to grow revenue, it’s important not to let operations and quality go by the wayside. Partnering with a support service provider can help create an equal balance between leadership’s focus on financial growth and attention to operational quality, while helping drive positive satisfaction ratings and increased sales.
Danny Bradford joined HHS in December 2017 as the CEO of the Resorts Division, where he oversees operations and partner relationships. Bradford brings with him extensive experience in the resort and hospitality industry, specifically in Florida, where he ran a vacation rental company on Florida's Emerald Coast. There, Danny acted as the Chief Operating Officer, establishing day-to-day processes necessary for running the business. Bradford's strengths lie in developing operational and financial oversight for emerging small businesses and focusing on growing and building strong, productive teams. Bradford earned a Bachelor of Science in Aerospace Engineering from Auburn University.