Reception Performance

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Balanced Scorecard is perhaps the most popular tool to evaluate business performance of various organizations, including hospitality business. When evaluating hotel performance, all services must be measured. In this article we will talk about reception evaluation. Check additional information about reception performance.

The face of every hotel is its reception desk. Indeed, this is the first thing we see when entering hotel building. This is where our acquaintance with the hotel begins. The first person we talk in a hotel (except for the doorman) is reception clerk. This person welcomes you in a hotel, and very often you form your judgment about the hotel by conversation with the receptionist. However, reception service is not just about smiling and giving welcome speeches. An efficient reception service should be able to coordinate work of the entire hotel, solve urgent problems, answer visitors' questions, offer guests additional services etc. Just like any service in a hotel (for example, kitchen or laundry) reception should be properly evaluated in order to optimize reception performance. It is impossible to improve hotel performance without improving reception desk. In this article we will talk about how to use Balanced Scorecard to measure reception efficiency and align reception goals with general strategy of a hotel.

The 4 categories of Balanced Scorecard traditionally cover the most important success factors for any business. Hotel reception services are not an exception here. It is really possible to effectively use BSC for reception evaluation purposes. Firstly, Balanced Scorecard measures current performance. Hotel top managers should always know how well their hotel is performing at the moment. At the same time, Balanced Scorecard offers such information that can tell much about future developments and trends. Evaluation of leading indicators in hotel reception measurement can reveal potential problems, and thus top managers know much about what might happen.

Another advantage of Balanced Scorecard is alignment of strategies and goals. All services of a hotel should act as one single whole. A reception desk must coordinate other services and solve problems whenever possible. Reception interacts with customers, and thus measurement of customer satisfaction can tell much about efficiency of hotel reception and other hotel services as well.

As to key performance indicators that are used to evaluate reception performance, it is quite possible to use sets of KPIs purchased from commercial KPI libraries. However, it would be always nice to adapt and customize KPIs according to goals and organization structure of every individual hotel.

It is very important to set the right weights for various indicators and categories. For example, customer satisfaction may matter more than reception employee lateness rate. It should be noted though that all KPIs and categories are interrelated. For example, it is impossible to achieve high rate of customer satisfaction without due employee politeness. If employees are not participating in trainings and education classes they will unlikely to be competent to solve problems and answer questions that hotel guests may ask. A competent reception employee should know really much about the city, sightseeing tours, nightlife in the city etc.

Balanced Scorecard is truly a helpful tool in case it is properly used by the entire personnel. Yes, maximum involvement of ordinary personnel is a precondition for BSC success. Hotel personnel should be ready for changes and learn to live with Balanced Scorecard.

If you are interested in reception performance, check this link to find out more about reception performance. Also, you can check other articles in BSC software category.

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