Where is the focus?
July 30, 2015
I recently came back from Arizona where I was asked to look at a property, that was marginally profitable, a few more bad weeks and it will be losing money. The owner asked me the following. What can be done to improve revenue, what can be done to improve sales, and how to increase occupancy? No ware in this conversation did the vital question of How do we improve guest satisfaction. You can imagine the look on the owners face, a complete blank.
It seems that in his mind there was no line item for guest satisfaction, we are in the people business, and if you can satisfy the guest needs, they in turn will meet your need, does that make sense? When new technology arrives at your property, you better make sure that the employees are trained in the technology as well. Analog employees and new tech do not mix well. Remember that we have a cloud of information (Data) hanging overhead, use it to your advantage, use social media, engage your guest, talk with them, if you can't appoint a social media guru, it will pay off in the long run.
Remember today’s numbers can be yesterday’s failures, is your core value of guest strong enough to endure a downturn? Re think that one, for your loyal core will sustain you if you do it right. The focus is, and should be on the needs of the guest, and not your bottom line. If the guest needs are met your bottom line will also be met. Focusing on the bottom line only will result in failure. Guest Management and Revenue Management should be side by side partners in success now go do it, and quit your winning about low production.
The Hotel Guy
July 30, 2015
I recently came back from Arizona where I was asked to look at a property, that was marginally profitable, a few more bad weeks and it will be losing money. The owner asked me the following. What can be done to improve revenue, what can be done to improve sales, and how to increase occupancy? No ware in this conversation did the vital question of How do we improve guest satisfaction. You can imagine the look on the owners face, a complete blank.
It seems that in his mind there was no line item for guest satisfaction, we are in the people business, and if you can satisfy the guest needs, they in turn will meet your need, does that make sense? When new technology arrives at your property, you better make sure that the employees are trained in the technology as well. Analog employees and new tech do not mix well. Remember that we have a cloud of information (Data) hanging overhead, use it to your advantage, use social media, engage your guest, talk with them, if you can't appoint a social media guru, it will pay off in the long run.
Remember today’s numbers can be yesterday’s failures, is your core value of guest strong enough to endure a downturn? Re think that one, for your loyal core will sustain you if you do it right. The focus is, and should be on the needs of the guest, and not your bottom line. If the guest needs are met your bottom line will also be met. Focusing on the bottom line only will result in failure. Guest Management and Revenue Management should be side by side partners in success now go do it, and quit your winning about low production.
The Hotel Guy