Hotel Industry Trends - Management

On the one hand, 'the customer is always right'. On the other hand, you've got a business to run, and they sure can get in the way...(we've all had that feeling). But there are times when we need customers to 'make a better choice' - one that works for the business too. Smart operators learn how to say No without actually using the 'N' word...

According to both consumer news and the industry press, the global economy continues to falter in many locations, yet there are signs of growth and optimism in certain market segments. While preparing this article, I elected to go in a slightly different direction and focus several pieces on identifying the most pressing issues facing owners and managers in hospitality today.

Like most trainers, I frequently engage participants in interactive activities that hopefully shift their paradigms. With one such activity, I give participants a list of like-hotels in a location they’ve never been to, and then have them each place a group sales or reservations inquiry call. Afterwards, each participant reports back to the overall group on their experiences and observations.

Letting guests know what there is to do at and around your hotel is a great way to stand out amongst your competition, particularly if it is something they won't get elsewhere. And even if what is on offer local to you isn't unique to your hotel, what will make you stand out is that you're the one talking about these things (and might also help with your search engine optimisation).

A crisis can be the opportunity to make permanent and dramatic improvements. Can you use the current economic sutuation to improve the way you recruit, manage and motivate staff?

If one starts with the basic premise that hotel managers should be paid for managing, the incentive management fee structures that are prevalent today largely miss the mark. They actually compensate managers based primarily on overall market performance, rather than their individual merits as managers.

It’s estimated it costs anywhere from 5 to 8 times more to gain a new customer as opposed to retaining your existing ones. When you consider the cost of advertising, marketing, sales people, etc. to attract new customers this becomes obvious.

In a recent column, I included a sampling of questions I used at a very successful program on Guest Service for an international organization. I am pleased to include some of the panelist and reader responses in the recap below.

With staff that often has to share projects in today's downsized hotel management teams, it is especially important to have to have some agreed upon guidelines in order for these projects to be successful. These projects can range from safety committees to preparing for a major upcoming event to dealing with a crisis.

When you are involved in a business that is performing badly it can sometimes be difficult to remain objective, especially if it is your own business and your livelihood. But before aimlessly throwing more resources to turning the business around, or reach desperation point, here are some steps to take.