Whether you’ve been running a hotel for decades or are brand new to the game, reflecting on your practices as a hotelier is always a valuable exercise. Nobody’s perfect, but taking the time to consider your methods, and making improvements where you can, will get you pointed in that direction. Curious if you’re doing everything in your power to help your lodging operation prosper? Read on to discover five habits of a successful hotelier.
Focuses on communication
Hospitality is an industry about people, which makes communication particularly important. It’s not just about being professional and engaging with your guests, but also being open and approachable with your employees. A hotel staff is a team, so everyone is (and should feel) valuable. Great hoteliers have safe, open lines of communication with their employees, offer regular feedback, and often involve staff in decision-making. A healthy company culture will directly affect the experience you provide for your guests.
Knows their customers
It’ll surprise no-one that prioritizing customer relations is essential to finding success in the hospitality industry. But it’s not just about having genuine in-person interactions with your guests (although that’s certainly important!). Great hoteliers go above and beyond by learning about and keeping track of who their customers are as individuals. With a powerful PMS or CRM, it’s possible to log details about returning customers’ interests and preferences to surprise and delight. Is a guest consistently traveling on business? Throw in free Wi-Fi or offer recommendations for comfortable workspaces. Do you know a customer’s birthday? Send them a quick email wishing them a happy day. Personalized experiences make guests feel appreciated, and go a long way in nurturing loyalty.
Assesses the competition
Lodging operators have a lot of competition. But instead of seeing that as an obstacle to overcome, successful hoteliers use it as a means to make their operations better. Make a routine of checking out competitors’ websites, social media platforms, and physical property. What are they doing well? Where could they improve? Noticing patterns across successful operators (or similarities between unsuccessful ones for that matter) can offer critical insights which may prove exceedingly beneficial for your own business.
Keeps their head in the game
Even when their property is running smoothly, great hoteliers don’t get complacent. Hospitality is an ever-changing arena, and it isn’t good enough to simply play defense. Read articles and network with other professionals to stay on top of new trends, changes in the market, and emerging technology. And be proactive about evolving and improving your business. It’s important to set long-term goals and construct a step-by-step action plan to realize them. The most successful people (and businesses) are never satisfied merely resting on their laurels.
Recognizes the role of technology
There is a lot that technology can do for a business, and a good hotelier embraces that. Property management, reputation management, and revenue management software are only a few examples of what’s available to help streamline operations and maximize revenue. And let’s not forget the marketing potential of social media platforms. A hotel that shies away from all new technology misses out on some unbelievable opportunities to improve their business.
Now, that’s not to say you should be adopting every new system that crops up. Every business is different, and using tech for tech sake doesn’t do anybody any good. What makes an hotelier successful is their open, yet discerning, consideration of new technology that becomes available.
It’s never a waste of time to reflect on your habits as a business owner. If you’re looking to improve your practice (or are just starting out and need a few tips), consider adopting these five strategies of highly successful hoteliers.