What Tool to Use to Measure Hotel Reception Efficiency?

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BSC is the best tool to be used for evaluation of hotel reception efficiency. Read this article to learn more about BSC and hotel performance metrics. Check additional information about reception efficiency.

Without maintaining the highest standards of service it is impossible to succeed in the hotel business. The competition gets increasingly tougher and visitors have a wide choice of different hotels to stay in. Moreover, people want to get the most value for their money. Hotels seized to be places where people spend a night or so. For people who travel much, hotels have become second homes. In fact, everyone wants to feel at home when coming to a hotel. That's why, hotel owners and top managers think of the ways to improve existing services and introduce new ones. Of course, this is not easy to do especially without being aware of current performance. For this reason performance evaluation tools are widely used.

Why does hotel management need to evaluate past and current performance? Every hotel must have its own strategy. In other words, hotel owners and managers have to know where the hotel will be in several years. To be able to make plans for the future one needs to know current situation and problems. When the strategies adopted it is being implemented for several years, and hotel owners and managers have to be aware whether or not they are on the right track. This is where performance evaluation helps. So far, balanced scorecard is probably the best tool to be used for strategic management and performance evaluation purposes.

Improvement of hotel efficiency implies improvement of its services. Every hotel begins with a reception. A receptionist welcomes guests with hospitable smile, offers all information on hotel services and additional information such as sightseeing tips, taxi services, solves problems and deals with various units of a hotel like security, kitchen, laundry etc. A reception table of a hotel is its face. Thus, improvements should begin in reception.

Balanced scorecard can be easily used to measure reception efficiency. As known, balanced scorecard works and the four categories: financial, customer, internal business processes, learning and growth. On top of that it is possible to test balanced scorecard just with a reception, or evaluate reception service as a part of the entire hotel performance evaluation process. Introduction of balanced scorecard has obvious advantages: cost savings, performance optimization, improvement of existing services and introduction of new ones.

As to reception efficiency, it is very important to choose the right key performance indicators - measures that will demonstrate whether or not the company is doing right things on the way to achieve strategic goals. For example, it is possible to evaluate such key performance indicator as number of solve problems vs. number of inquiries from hotel guests. This simple key performance indicator shows efficiency of reception personnel and their ability to answer questions and solve problems. Number of additional services offered by the reception service is another good example of an effective KPI to measure reception efficiency. If a guest can get information on just about anything he might need you will most certainly come back to the particular hotel. Evaluation of financial indicators is also very important in terms of cost saving and budgeting.

If you are interested in reception efficiency, check this link to find out more about reception efficiency. Also, you can check other articles in Case Studies and Best Practices category.

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