Veja como você pode garantir um feedback justo e imparcial no setor de hospitalidade.

A hotelaria moderna não permite mais que gestores se prendam a burocracias internas e retardem o atendimento à expectativa do cliente. Quem assim ainda o faz, é surfista de pranchão, cedo ou tarde, desaparecerá da crista da onda e talvez nem consiga entender o porque. A gestão precisa perceber o que é possível entregar de imediato, e o que não passa de esperteza do cliente que nos pegou em uma falha. O fato, como diria uma amigo meu, é que se não se consegue agradar a gregos e troianos, a missão do gestor hoteleiro é não desagradar a nenhum dos dois!

Giving your teams or peers anonymity is very helpful in soliciting the most transparent and constructive of feedback. Often people will feel that retaliation whether intentionally or not is the result of putting their face and names to criticism or feedback. Providing that safety blanket will aid in soliciting pertinent and deep, interpersonal and operational problems that need to be fixed or fine tuned.

Implement anonymous surveys to ensure fair and unbiased feedback in the hospitality industry. Design surveys to be short, clear, and focused on critical areas such as service quality, cleanliness, and overall guest experience. Distribute these surveys through various channels, like email, online platforms, and physical forms, ensuring easy access for all guests. Encourage honest feedback by guaranteeing anonymity and confidentiality. Regularly analyse survey results to identify trends and areas for improvement. Share aggregated findings with your team to foster transparency and implement changes based on the insights gained, promoting continuous improvement and guest satisfaction.

Educate your staff on the importance of unbiased interactions and feedback collection. Train them in effective communication techniques, emphasising active listening and neutral responses to guest concerns. Encourage professionalism and empathy in all guest interactions. To reinforce these skills, regularly conduct workshops and role-playing sessions. Provide guidelines on avoiding leading questions and handling criticism constructively. Monitor staff performance and offer continuous feedback and support. By fostering a culture of fairness and respect, you ensure the integrity and reliability of the feedback collected.

To ensure fair and unbiased feedback, you should be able to offer guests diverse feedback channels. Implement online surveys, comment cards, face-to-face interviews, and mobile apps to gather comprehensive insights. Encourage guests to provide feedback through various platforms, ensuring accessibility and convenience for all. Use social media and review sites to capture broader opinions. Diversifying channels helps reach a wider audience and reduces bias from a single feedback method. Regularly analyse feedback from all sources to identify consistent patterns and areas for improvement. This multi-channel approach ensures a balanced and accurate understanding of guest experiences.

After receiving initial feedback, reach out with targeted follow-up questions to clarify and delve deeper into their experiences. Ensure these questions are open-ended to elicit detailed responses without leading the guest. Tailor follow-up queries to address specific aspects mentioned in their feedback, demonstrating genuine interest in their opinions. This approach helps them understand the context and nuances of their experiences, leading to more accurate and actionable insights. Regularly review and refine follow-up questions to maintain relevance and effectiveness.

Cultivating a feedback culture within your organisation will be the key to receiving fair and unbiased feedback. You can encourage open communication channels where both guests and staff feel comfortable sharing their opinions. Provide staff with training on how to receive and respond to feedback professionally and constructively. Please regularly acknowledge and act upon feedback, showing its value to the organisation. Foster an environment where feedback is seen as a tool for improvement rather than criticism. By embracing a feedback culture, you promote transparency, trust, and continuous enhancement of service quality.

Foster an environment where your team thrives on transparent and open constructive criticism and feedback. Give healthy avenues for these feedback sessions or moments, respect them and devote time to it whether it is a monthly all staff meeting where you make a point to allow each individual to share and start productive conversations around areas we can improve. Harnessing and embracing a culture built around open communication and an ego-less hospitality ethos will build an even stronger bond within your team that will be directly passed on in positive ways to the guest. The guest always know when they are in an operation where the team is happy or gels well.

Monitorar o desempenho diariamente e fazer anotações de entregas positivas, negativas, ou que precisaram de correções - ajuda na hora do feedback formal, você ter detalhes e exemplos concretos para fornecer, ao invés de impressões, sentimentos que denotam muita subjetividade, num momento delicado.