Turning Negative Reviews into Staff Growth
Using Complaints as Teaching Moments
Not all reviews are positive, but even the less favourable ones can be useful. Feedback from guests about slow service, wrong orders or poor communication gives managers a chance to step in and offer support. Rather than criticising staff, they can use this feedback to give practical suggestions, guidance or refresher training.
For instance, if a guest notes that their meal was cold, a manager might look into whether the kitchen is short-staffed, or whether food is sitting out too long before being served. Sharing this feedback with the team helps them understand how their actions affect the guest experience. It also helps them see how they can prevent the same problem from happening again. The goal is to make feedback part of the conversation, not a confrontation — something staff can learn from, not fear.
Feedback is also quite often better received when coming from guests than from management, and as The Hotel Folk CEO, David Scott says, “It almost changes the sentiment of what that (feedback) actually means – it’s not me, it’s not the hotel manager, it’s not someone within our business talking about it; it’s actually a guest giving you real-time feedback to say, ‘this could be better’ and I think quite often that gets a better response from the staff than actually us (management) pointing it out ourselves.”
Watch the full case study to see how The Hotel Folk use guest feedback throughout their hotels
Addressing Patterns Before They Escalate
One of the benefits of using a tool like GuestRevu is being able to spot trends early. If several guests mention that check-in takes too long, or that rooms aren’t ready when promised, for example, it signals an issue worth looking into. Managers can use this information to guide team meetings or focus training sessions on fixing the problem at its source.
Staff also benefit from understanding that the feedback isn’t personal. It’s about improving the overall experience for everyone. This creates an environment where learning happens regularly, rather than only when something goes seriously wrong. Teams learn to see feedback as part of the job, and improvement becomes a shared goal.
Setting Clear Goals and Encouraging Friendly Competition
Turning Comments into Practical Goals
When a guest leaves a comment, it’s not just about that one experience. It’s a clue that something can be improved or should be replicated, and helps proactively shape staff training around what truly matters to guests, not just what management thinks matters.
These are the most common gaps between hoteliers’ and guests’ perceptions
With GuestRevu, managers can take these comments and turn them into specific goals for team members. Whether it’s speeding up service, paying closer attention to cleanliness, or making a note of how a guest likes his eggs, having clear, practical goals helps staff know exactly what’s expected of them.
These goals often follow the SMART format — specific, measurable, achievable, relevant and time-bound. If a team member struggles with guest interaction, the manager might arrange some short role-playing exercises or one-on-one coaching. Once the goal is met, staff feel a sense of progress and achievement. Remember, feedback isn’t just about what’s going wrong — it’s about what’s going right, too.
TIP: Use goal lines on KPI visualisation graphs along with Milestone Markers to track the effect of any training interventions on guest satisfaction over an allocated timeline.
Giving staff direct access to read guest feedback empowers them to take responsibility for their performance, rather than waiting for manager-led reviews. Staff are not just told how they’re impacting the guest experience – they can see for themselves. This transparency fosters accountability and pride. Guests notice the little things — the warm greeting, the remembered coffee order — and when staff consistently get these right, it leads to great experiences and even better reviews.
Motivating Teams with Light-Hearted Competition
A bit of friendly rivalry between staff can be a great motivator. Several GuestRevu clients run monthly recognition schemes for top performers based on guest feedback. These awards aren’t just about giving out a prize, they help to create a workplace where everyone wants to do their best.
These mini-competitions give people something to aim for and help keep spirits high, especially during busy periods. Even small tokens of appreciation, like a voucher or extra break time, can mean a lot when they’re linked to a job well done.
Team successes are also celebrated. If a particular department receives repeated praise, perhaps housekeeping is praised for spotless rooms – the whole team is recognised. This builds a stronger sense of unity and pride in their shared work.
Staff are more engaged in their work when they feel appreciated and part of a team working towards a shared goal. By using feedback to celebrate wins and address challenges together, managers can foster that sense of unity.
Conclusion: Creating a Culture of Continuous Improvement
A successful hospitality business is built on a motivated, well-trained team committed to creating great guest experiences. By using guest feedback as a tool for both training and recognition, businesses can support staff performance, morale and motivation.
With GuestRevu, managers turn every piece of feedback into an opportunity to learn or celebrate. Whether it’s acknowledging effort or addressing areas that need work, this feedback-based approach helps teams stay engaged, confident and always looking to improve.
In the long run, using feedback not just to improve processes, but to reinforce hospitality values leads to happier employees, better guest experiences and stronger results for the business.