Running a hotel shuttle service can be a complicated undertaking, but can be a boon to a property with the right location. Here are five tips to keep your shuttles on time, and your guests happy and coming back.
1. Ensure that drivers have the proper licenses and certifications to operate vehicles of a particular size, especially if they are new hires from out of state. Many shuttles the size of busses require a commercial driver’s license, which should be verified.
2. Train drivers to not only know their route, but also the surrounding area just off the route. If traffic or detours occur, hotels need to know a driver can return with as little loss of time as possible. In addition, if a group of guests in a shuttle request a different drop off, and it isn’t against property policy, drivers need to be able to accommodate the guest’s needs and make their
stay special even when off-property.
3. Don’t underestimate the importance of high-frequency pickups. With the hotel market improving and new properties opening every day, every edge on the competition counts. Training on property-specific routes and local traffic patterns can mean the difference between a 15-minute and 20-minute wait, and guests can tell the difference.
4. Consider installing GPS monitors in shuttles to track their movements, monitor their travel times and inform guests on changes in shuttle arrival times. Tracking shuttle movements can assist in customer training, and knowing a shuttle’s travel time can also assist in finding maintenance concerns.
5. Seek out customer feedback on shuttles to discover problem areas. Does the air conditioning still work? Are all the seats still comfortable? Routine inspections can locate most issues, but sometimes guests are your best barometer.