With travel becoming more commonplace again, the hospitality service is once again experiencing a boom. However, this also means these services can expect a deluge of arriving guests. Luckily, Virtua has just the right outsourcing solution. Let’s take a dive and discover how it will help you make your guests enjoy their stay.
The Guest Support Challenges Hospitality Businesses Face
To better understand how outsourcing can help hospitality businesses like yours, you need to understand the challenges you face during these times. Here are some of the biggest ones that you should prepare for.
Hiring And Retaining Talent
With all the excitement over the revival of leisure travel, hospitality businesses are also in a race to secure the staff needed to serve the influx of guests. Retention is also challenging, especially for small services, as agents can leave quickly for better offers. With that, these businesses need a solution to fill the gap.
Coordinating Housekeeping And Other Support Services
The hotel and hospitality business is not a singular entity. To bring customers from the initial booking into their rooms, a hotel needs to connect with other services like housekeeping and valet. That requires a lot of effort and can often overwhelm existing staff. That is more so the case with the expected rise in travel volume.
Responding To Guest Demands
Welcoming guests into their accommodations is just the start. Once they have settled into their rooms, you should be ready to respond to customer demands. What is even more challenging here is that customers now have the luxury of information. As such, they already know what to expect. Thus, you should be ready to go beyond that expectation.
Managing Online Reputation
Another emerging challenge for many hotel and hospitality services is managing their online reputation. Before, that reputation only centered around reviews and ratings. But with the advent of social media, it has become a different ballgame. Now, you need to actively engage customers online not just to build, but also to maintain your reputation.
Overcoming The Challenges Through Outsourcing
So, how does outsourcing help you overcome these challenges? The most significant way is that it helps you access the right talent quickly. Here, your business doesn’t need to go through a long-winded process. Instead, Virtua Solutions will assign the agents you need immediately.
An Expert Team At Your Fingertips
What’s even better here is that you don’t have to put these outsourced agents into a prolonged onboarding process. They have years of experience in the industry and will be able readily jump into your guest engagement workflow. That puts you in a better position to capture that influx of new guests wanting to book your service.
A More Adaptable Team
As you have already noticed, the hospitality scene is rather dynamic. With the renewed growth of travel also comes changing guest preferences. Outsourcing will help you adapt to those faster. In our case, we will help you build a custom team to match the current demand. Once that demand changes, we adapt our team accordingly. Note that this isn’t just about changing the number of agents. We also change the composition of the to meet specific guest demands.
Getting The Right Guest Support Representative Through Outsourcing
One of the particular roles that you can outsource is the guest support representative. As the name says, this role directly engages the guests right from when they inquire about accommodations to when they check out.
The goal of the guest support representative is to ensure that guests will have a seamless experience from the start of their stay to post-checkout. As such, they are expected to be constantly in touch with clients.
Some of the essential tasks guest support representatives handle include the following.
- Answering guest questions on accommodations
- Responds to and manage guest issues
- Coordinates with cleaners, maintenance, and other utilities
- Managing receipts from maintenance and utilities
- Updating and organizing guest documentation
- Processing guest refunds
Beyond these tasks, the guest support representative might also handle other duties as needed. Because of this, hospitality services need agents that can handle diverse duties.
What Virtua Solutions Outsourcing Offers
Because each hospitality service might need a specific type of guest support agent, Virtua Solutions is ready to help with the search. When you sign up with us, we create a custom recruitment process for you. That ensures that you get the right personnel for your service.
Improving Guest Services
As guest demands change, you also need to adapt your practices. That is another area that Virtua Solutions can help you in. Using our knowledge of the customer service industry, we determine which new practices would best suit your brand.
From there, we also adapt our business processes. We work closely with you to ensure that our news process would fit your own. That is a continuing process, ensuring that your guest relations strategy evolves.
Give Your Guests The Best Experience With Virtua Solutions Outsourcing
Making your guests happy is always the goal in any hospitality business. Abd with the right help, is far easier to achieve. St Virtua Solutions Outsourcing, we are always happy to be that help. Contact us today and let’s make their stay the best.