Item list
Location
1. What is the location item from the point of view of customers? Go to Page ▶︎
Accommodation is location industry and its evaluation
□ The higher the rating, the closer the inn is to the destination.
□ Because it is difficult to write reviews for business use, evaluation of the inn in front of the station is difficult to increase.
Location of my inn
□ Exact explanation that doesn’t make customer misunderstand.
□ Investigate your transportation and look for the advantage of your inn.
2. Review starts from location Go to Page ▶︎
□ Location is an item that tends to decline.
□ In order to improve the evaluation, accurately convey the disadvantages and advantages.
3. Purpose of trip for each customer Go to Page ▶︎
For sightseeing purposes
□ The first place gets nervous. Especially at crowded stations.
□ Customers who use cars on a daily basis can relax a little while driving.
□ The purpose of the trip is not a station but a tourist spot.
For business purposes
□ Make sure that business travelers do not have to spend extra time.
□ For business travelers, a place where they don’t have to worry is an inn in front of the station.
4. Nice detour Go to Page ▶︎
□ Make your location more attractive with an access map.
□ If customers come by car, fill in a nice rest area such as a roadside station.
□ If customers walk from the station, write the location of the convenience store and the path of the sidewalk where they can walk safely.
5. Produce an extraordinary feeling Go to Page ▶︎
□ Unusual feeling creates excitement of travel.
□ It is easy to get a perfect score from customers who enjoyed the trip itself.
□ To create an extraordinary feeling, write the location of the shrine and temple on the access map.
6. Easy to understand and secure Go to Page ▶︎
Access map and homepage visibility
□ The page of the access map is the page most viewed by customers.
□ Simple homepage and access map are preferred.
□ Write a recommended detour spot on the access map so that customers can feel the inn nearby.
Bad location
□ A bad location is an unsafe location.
□ Any place that is safe can be a good location.
Staff
1. Evaluation criteria for staff items Go to Page ▶︎
□ AirBnB-style inns that talk with customers only by e-mail have less misunderstandings, so evaluations tend to be higher.
□ The staff of the inn is required to respond flexibly.
□ If it is mechanical customer service, it will be linked with the evaluation of other items.
2. Stress of customers lining up Go to Page ▶︎
□ Stop the situation where the reception computer is empty but no receptionist.
□ Just fill out a signature on the guest list.
□ Find places and methods available for check-in outside the reception.
3. How customers can trust the staff Go to Page ▶︎
Creating an environment where customers can easily ask staff
□ A word that makes it easier for customers to rely on staff.
□ Always have the right of choice for customers.
It is important to know each customer properly
□ The basis for raising the evaluation of the staff is to grasp each customer firmly.
□ It is possible to predict in advance the services that the customer wants from the information of the customer’s reservation.
4. Recognizing that customers are protagonists Go to Page ▶︎
□ If you want to serve customers halfway, you should not go out in front of the customers.
□ Introducing an education system that is linked to improving the professionalism of the staff by giving thanks from customers.
5. Raise staff evaluation by devising equipment Go to Page ▶︎
□ The reception is in front of the entrance and greets customers straight ahead.
□ Rather than making the reception robust, it is better to have a structure with a part open.
6. Techniques for improving evaluation through conversations with customers Go to Page ▶︎
□ The longest time the staff can talk with customers is when customers are on their way home.
□ Don’t say anything extra as not to stain customers’ wonderful memories.
7. Preparing for trouble Go to Page ▶︎
Feel afraid of serving customers
□ Do not deal with unreasonable customers alone.
□ Use the manual to ensure that no one wants to be involved.
□ If the staff is afraid of customer service, the customer’s pleasant mood will be lost.
To be responsible for everything from check-in to check-out
□ Customers feel sensitively whether staffs cannot afford or not.
□ It is important to be responsible to the end and actively handle irregular events.
8. Review measures with immediate effect Go to Page ▶︎
Mechanism that makes the staff look smile
□ Do not work on the computer with a difficult face in front of the customer.
□ At first, greet brightly.
Good review itself is the number one review measures
□ Good reviews call customers who write good reviews.
□ Bad reviews call customers who are easy to write bad reviews.
Facilities
1. Evaluation criteria for facilities and equipment Go to Page ▶︎
□ If you can secure a personal space, customers will feel safe and raise your rating.
□ Check whether there is congestion in front of the reception and around the elevator.
□ Use analog audio effectively in the elevator.
2. Incomplete quality services Go to Page ▶︎
□ A incomplete quality free service leads to low ratings.
□ Use a well-known cafe or restaurant.
3. Effective reception area Go to Page ▶︎
Position of receptionist
□ Remove borders between cafe and restaurant in the lobby and make the lobby as spacious as possible.
□ Place a receptionist in the center of the lobby.
The best healing in the city is quiet
□ Quietness becomes “attraction” in urban inns.
□ Tranquility gives people healing.
□ It is effective to raise the ceiling or make the lobby upstairs.
4. Difference from “comfort” Go to Page ▶︎
□ Evaluation goes up if there is a design with a concept.
□ If the design is excellent, the staff will also be attached to the inn.
□ Be cautious when adding equipment and fixtures, as they can easily become patchy.
5. The best guest room is own room Go to Page ▶︎
□ Make the room as simple as possible when the customer first enters the room.
□ Allow customers to lay out rooms as they like.
□ Place amenity sets near the reception so customers can choose them.
6. Utilization of guest room space Go to Page ▶︎
Less information
□ The human brain chases letters and processes them intensively.
□ Customers can relax by reducing text informations.
Make the rooms look spacious
□ Customers recognize places other than the guest room as part of the guest room.
□ Do not place items in the room passage from the beginning.
7. The essential facilities for guest room Go to Page ▶︎
□ Be aware of the functions that are really necessary in the room and do not slack it off.
□ If we raise the quality in the order of required functions, the evaluation will increase.
Cleanliness
1. The attitude of the staff Go to Page ▶︎
□ Have customers look at the attitude of the staff to avoid distrust.
□ If we let customers know that the staff can re-clean the room, we will be more trusted.
□ Make sure customers always have the right to choose. ( Part. 2 )
2. Keep the desk simple Go to Page ▶︎
□ Customers who use the room cleanly are more strict than customers who use room messy.
□ Customers want to use the desk as much as possible, so do not put anything on the desk as much as possible.
□ If there is little space on the desk, make the inside of the closet bright and use it effectively.
3. Using natural materials Go to Page ▶︎
□ Don’t use imitation materials that we don’t know if they are genuine.
□ Analog texture gives people healing.
□ Improve cleanliness by using 10% to 20% natural materials.
□ It is better not to use wooden natural materials near lighting fixtures.
4. Points to watch out for in actual cleaning Go to Page ▶︎
Wet area
□ The metal part around the wet area is most noticeable, so clean it thoroughly.
□ Maintain the same cleanliness quality throughout the building.
light
□ The backlight rooms look more clean.
□ Make the room backlight by making a difference between the brightness of the corridor and the brightness of the room.
Smell
□ For non-Japanese customers, the scent of tatami mat may seem stinky.
□ Use an ozone generator firmly.
Comfort
1. Comfort & deep sleep Go to Page ▶︎
Comfort
□ The comfort item is difficult to get a perfect score.
The most important thing is whether customers could sleep deeply
□ The evaluation changes depending on whether the customer was able to sleep deeply.
□ Ask if the customer was able to sleep deeply in the morning greeting.
2. Safety and deep sleep Go to Page ▶︎
□ Customers are unconsciously judging the dangerous spot in the guest room.
□ The staff should consciously check the danger spots in the guest room every day.
3. Scent and comfort Go to Page ▶︎
□ The “stink” is thought to be harmful to health, and the “scent” relaxes the feeling.
□ Customers can relax by using fragrances effectively.
□ Fragrances should be used outside the guest room.
4. Noise and vibration problems Go to Page ▶︎
□ In terms of review, customers have a generous impression of the sound between customers.
□ Mechanical vibrations and sounds interfere with the customer’s sleep more than the sounds of the customers.
5. Room allocation Go to Page ▶︎
□ The room allocation is the highlight of the staff ability.
□ Special care must be taken for guests checking in late at night.
□ Try to avoid meeting customers as much as possible.
□ Separate floors by customer type or areas by type.
6. How to convey the customer Go to Page ▶︎
Analog impression effect
□ It is effective to convey important things using handwritten characters.
□ Change only a particularly important sentence to handwritten text. The effect is diminished if everything is handwritten.
General conditions for accommodation
□ Putting the general conditions for accommodation increase a feeling of reliance.
7. Wifi Go to Page ▶︎
□ If the performance of Wifi is bad, the overall evaluation of the inn will be lowered.
□ Prepare multiple connection network names so that customers can select them.
□ Improving Wifi speed is an immediate measure.
8. When trouble occurs Go to Page ▶︎
□ If a trouble occurs, first ask the person in charge at the inn to respond.
□ Customers should be considered first. However, if one customer ’s behavior makes others uncomfortable, give priority to the customer who follows the rules.
Value for money
1. Image of “value for money” Go to Page ▶︎
□ Except for people in the inn industry, the exact purchase cost of a inn is difficult to understand.
□ The larger the size of the inn, the more customers can feel a high-class image.
□ Customers feel good value in spaces where it is difficult to image the purchase cost.
2. Pricing Go to Page ▶︎
□ The lowest price will lower the evaluation depending on the customer.
□ Customers are not based on local market prices but on national market prices.
□ The slight price difference is not memorable, but the bad memory of being expensive remains for years.
3. Customers who only want cheapness Go to Page ▶︎
□ At the lowest price inn, customers tend to feel more anxiety than value.
□ By not making it the lowest price, the customer can choose the inn, which leads to a sense of security.
□ If only the price is conspicuous, reservations may be made due to lack of confirmation of information, which may result in low evaluation.
4. Services that exceed customer expectations Go to Page ▶︎
A service that allows customers to choose rooms
□ Service that allows customers to choose between two guest room is highly satisfactory.
□ A slightly smaller room facing south is chosen than a slightly larger room facing north.
Only surprises remain in memory
□ Don’t use a catch phrase that is disappointing when customers see the real thing.
□ The evaluation of “value for money” item goes up only beyond customer expectations.
□ If there is no surprise beyond expectation, it will not remain in the customer’s memory.
5. Selling point of your inn Go to Page ▶︎
□ If there is a favorite place of the staff, it will have a positive effect on all places.
□ Not only merit but also honestly convey the demerit accurately.
6. Busy season price Go to Page ▶︎
□ Raising accommodation charges at an extremely high price has the worst negative effect on review evaluation.
□ It is more reliable to have a fixed price rather than to fluctuate the price every day.
□ If customers know the day when the accommodation costs are high or low, they may stay even if they change their itinerary.
Other
1. It is better not to reply to reviews Go to Page ▶︎
□ Email directly rather than reply to a review on the reservation site.
□ Rather than spending a lot of time responding to reviews, it ’s better to use that time for our current customers.
2. Inn concept Go to Page ▶︎
□ If there is a concept, the customer who chooses the inn becomes the inn’s ally.
□ If the concept and main target are clear, the staff will be able to respond customers easily.
□ If the concept is clearly understood by the customer, customers other than the main target can also enjoy a different inn style.
Overseas
1. Overseas customers Go to Page ▶︎
Huge suitcase
□ Overseas customers are more concerned about the size of the room than the distance to the station.
□ Even if there is no place for a suitcase, inconvenience can be reduced by attaching a shelf.
Differences with Japanese customers
□ Some customers have a high basal body temperature, so air conditioning can be strengthened.
□ To appeal to customers from overseas, do not treat customers without fun.
2. Many days to stay on a single trip Go to Page ▶︎
Save money
□ Customers are pleased with the experiential session and nice supermarket information that can be enjoyed with little expense.
□ When recommending souvenirs, be careful not to feel as annoying by customers.
Manage physical condition
□ If the customer’s physical condition is bad, the review evaluation will also goes down.
□ Check out cafes or restaurants that provide healthy food, and actively support customers who are in poor health.
Laundry
□ Additional costs for washing machines and dryers should be as low as possible.
□ Review evaluation is likely to increase if measures are taken on rainy days, such as a shoe dryer.
□ A laundromat cafe can solve various problems.