H & C News welcomes this contribution by Gary Swarbrooke, Director of Policy and Quality at Quality in Tourism, the assessment service for VisitEngland, on why quality is so important even if you’re booking customers into ‘budget’ accommodation.
Whatever the customer’s budget…quality is a must
Whether going on a short city break, or looking for a country escape, whatever your customer’s budget – quality is a must. When it comes to understanding and defining the quality of accommodation, Quality in Tourism are the UK’s leading and most trusted assessors.
Many UK residents are deciding to go on holiday in England rather than abroad, and holiday makers seem to be comfortable choosing a ‘staycation’ holiday in the UK. Due to the recent economic climate, hundreds of people cannot afford four or five star luxury accommodation but still want to receive quality.
Budget accommodations offer peace of mind and reassurance for guests, as they already know what to expect. When people book budget accommodation, they already have an idea of what they should get: a clean and comfortable room for a decent price. While prices between establishments are competitive during peak times, your hotel should ensure that they are providing guests with the essentials that they need while also providing quality.
Budget accommodation, like any other type of accommodation, comes in a variety of styles to suit all needs. Most towns and cities now offer at least one of the well-known budget hotel brands, with new additions to this sector appearing all the time.
Hostels are no longer the isolated, rather basic, facility that you might remember staying in while on a school trip. Many purpose built city centre hostels are now springing up, which are not only decorated and furnished in a contemporary design, but offer a wide range of facilities and different room styles.
More and more university campuses are letting their student accommodation out during the holidays, and can often offer dinner, as well as bed and breakfast or, like hostels, can offer the convenience of a self-catering kitchen.
Providing the best in high quality budget accommodation
Below is a checklist of what you should be doing to make sure you are providing the best for your customers in high quality budget accommodation:
- Get it accredited! This is just as important for budget accommodation as it is with 4 and 5 star hotels, if not more. An accredited establishment generally wins a customer’s trust over one that is not accredited.
- Check the basics! – just because your guests are not paying for a luxury suite doesn’t mean that the accommodation can get away without doing some of the basics. Guests should always expect a clean and comfortable bed, a safe and secure place to leave belongings,plenty of hot water for a bath or shower, and so on.
- Squeaky clean – ensure that the facilities have a high standard of cleanliness maintained throughout the property.
- Service and hospitality – ensure that there is a good level of customer service. Quality service should not be ignored just because it’s ‘budget’ accommodation. Staff should always make guests feel welcome, and try and deal with any special requests where possible.
- Booking service – make sure you provide accommodation where your guests won’t have a hassle booking! Your accommodation should have an easy and efficient booking service to make the reservation process as simple as possible.
- Reception – this is the first and last place your customers will be visiting. It should give them a pretty good idea about the standard of customer care. So ensure that your staff are well prepared, polite and helpful! This is a good indicator to guests whether the rest of the team, and indeed the establishment itself, are providing a quality service.
- Technology! I know most guests don’t stay in accommodation to watch TV or listen to the radio, however it’s always nice to have the option! And your customers will no doubt be expecting adequate plug sockets to charge up their gadgets, Internet connection and access to a television, even if it is budget accommodation.
- Convenience – make sure you have researched the area around your property to provide guests with the right information, maps, travel advice and road links. Being helpful gives you good brownie points!
There is a certain type of quality, which needs to be ensured when staying at any accommodation and as a hotel owner it is your job to make sure that this level is quality is guaranteed.
Quality in Tourism accredited properties ensure that quality is consistent throughout the accommodation. As a trusted brand throughout the whole of the UK, look out for the logo or check online when booking. Each establishment is independently assessed and guaranteed to give visitors the quality they expect whatever their budget.
Quality in Tourism (QiT) is the official assessment service provided for VisitEngland. The organisation carries out assessments and handles the administration of the national quality assessment schemes on behalf of VisitEngland. For more information either email James.Ardley@uk.g4s.com or visit http://www.qualityintourism.com