The hotel industry is not an easy place to beat competition. Rising costs, changing demographics of the market, and the increase in the erratic, dynamic demands of today’s guest, Hotels need to really work harder than ever to be successful. Here are 7 things successful hotels do right:
1. Going an extra mile for their guests
The importance of this one cannot be stressed enough. Now, although this rule applies to all businesses across industries, the Hotel industry is one where the establishment is so intimately associated with its customers that the word used to refer to them is ‘guests’ – and this speaks volumes.
Take for example a guest that requests a member of the HR Department to book a flight ticket. Neither is the booking part of the guest’s package nor is it the HR executive’s job to handle such a query. However, if the executive goes out of his/her way to help the guest with this request, it will definitely go a long way in creating a great image of the Hotel.
A Hotel can never treat its guests with disrespect, ever (unless ofcourse, they are causing trouble to other guests or the staff). Often, requests may even seem a bit too much – either because the guest is simply being demanding or because of some kind of emergency or special need. Whatever the case may be, hotels that go out of their way to accommodate these special demands of their guests definitely win at developing stronger, longer lasting relationships with their guests – and this is exactly what a hotel needs to survive the kind of competition in the industry today!
2. Knowing their target market very well
As a hotel, simply organizing events and programs is part and parcel of your operations. However, how sure are you that your events are actually striking a link with your guests? To make sure that your efforts are translating into positive results, you must make a thorough study of the market you are trying to tap. Many factors play here – whether your hotel is a budget or luxury, whether your basic target crowd are business-travelers, backpackers, or families looking to relax – and so on.
Successful hotels organize events, programs, banquets, spreads and so on cautiously, catering perfectly to their target market. This is how they effectively translate their investments into promising returns.
3. Having a very effective team to manage crises
Nobody wants to think of negative things – and you do not actually have to obsess over the bad things that can happen! You do, however, anticipate events and situations that can lead to loss of credibility and reputation of your hotel – and as a place where there are people all the time, 24×7, hotels can be hotbeds for crises. Successful hotels are not those that 100% free of issues and problems, but those that know how to handle crises in the most efficient and constructive way possible.
The problem is that in the hotel industry, everyone is busy, and every associate has enough to do. As such, nobody has enough time to sit and analyze issues and problems, and come up with strategies to handle crises. This is where the presence of a team of experts dedicated to handling crises comes into play. With a team specially devoted to crises management on board, you will be well-prepared to navigate out of tough situations with greater ease and impact.
4. Keeping things simple
Hotels need to do away with the tedious, long processes that are in place. Even things as simple as handling a simple complaint by the guest about the food can become a painful process due to the presence of innumerable protocols and systems. Successful hotels like to keep things simple. A Hotel can run more smoothly if processes are cut short and made simple, communication channels made more open, and hierarchical structures made less rigid. Employees need to be given more autonomy so that they do not have to keep running to their supervisors for every single thing. More complex the protocols, more tangled will be the mess.
5. Incorporating modern technology wherever possible
One of the things that you can use to make hotel operations run smoother and simpler is to incorporate more technology on board. AI, for example, can be used to autonomize numerous functions in the hotel, such as keeping track of guest preferences, interests, likes, dislikes etc so that you can cater to them better.
This does not mean that existing employees will lose their jobs. On the contrary, if things that can be handled by technology are handled by machines, the people in the hotel can focus on an improved, more intensive interaction with the guests.
6. Keeping change as the only constant
One of the major things about a hotel is that it can never get stagnant with what it does. Of-course, you cannot keep changing your theme, if any, but you definitely need to go with the times. To stay ahead in the competition, you need to stay abreast with modern trends, fashion, news and so on. It can be something as simple as asking your female associates to use black nail-polish, which is an ‘in-thing’ right now.
Of-course, this is something that you need, to keep in mind the kind of guests who frequent your hotel. For example, you cannot come across as a funky, hip establishment if you are a hotel that caters to high-end guests.
7. Never sacrificing the interests of their employees
This is a golden rule of running a Hotel successfully. At all times, the management should remember that guests will come and go, but the employees are expected to be there permanently. Also, the happiness of the guests depends entirely on the people of the hotel who cater to them. As such, it is very important to never upset or hurt an employee for momentary business gains because this will definitely negatively impact your business in the long run. It can also lead to dampening the spirits of the others in workforce, which is the last thing you need happening in the hotel industry.