Most hotel owners / managers are very busy during the day. It is difficult for them to switch off and enjoy their spare time. However, I am sure that there are days where you can stay at home or do not have to be present in your accommodation business. These days are necessary to recharge your energy and clear your mind.
As a hotel owner / manager you cannot always be in the right spot when guests give suggestions, recommendations, reviews, talk about ideas to improve a certain service, and mention shortcomings and other useful information that you actually need to know.
Thus, you need to communicate with your staff on a regular basis. A lot of things can happen during a week. Therefore, you should pass by your staff and ask them every week if guests complained or provided useful ideas to improve your business. This is an essential habit to become more successful in your business. Now and then there will be powerful information that has the ability to catapult your...
An official holiday in your country is a special day. It is a day that people all around you celebrate once a year. Some of your guests may know the meaning of the day and others will not. Such a holiday is a perfect occasion to bring your guests closer to your country and to provide surprises. Tell the story behind the official holiday and increase the interest of your guests to get to know even more. A well-told story will stick in people’s mind and they will not forget where they heard about it.
Celebrating official holidays bring your staff and your guests closer together. These days are full of joy and happiness. People love to share their stories and congratulate each other.
Mother and Father Days are pretty awesome to get to know your guests better and have interesting conversations. Parents love to talk about their kids and share exciting adventures. If you are a parent as well, you’ll be able to keep talking with your guests for hours.
I believe I know the first answer that pops up in your mind for this questions: because flowers / plants look and smell nice… yes, I agree. Flowers look and smell celestial and they enhance the atmosphere of your reception / lobby or wherever you put them. Plants are magnificent and eye-catching too. However, there is more to it.
Flowers / plants represent freshness, dedication, and responsibility. Plants and flowers represent life as well. If no one waters the plants, they will die. Your guests know that and your staff do too. Therefore, by selecting a staff member each week to take care of the plants and flowers, you are educating this person to take responsibility for a task that does not seem to be vital.
Plants and flowers have the magic ability to make people smile. People look at them and feel balanced. They also have the ability to change one’s mood. They make people ponder, calm down, and provide lovely feelings and memories. They are even a big topic to...
A city map is a nice tool to build a guest relationship right at check-in. As you know, building a guest relationship is one of the hotel owners’ / managers’ goals. A guest relationship has many advantages. Some of the advantages are that guests are more likely to return to your accommodation, and if something is not working in the room or something is missing the guests will not get too annoyed by it. Of course, guests also like to talk about their hotel relationship and talk with their peers.
For instance, after a guest relationship has been established during check-in and the guests go to their room and realize that a towel is missing, they do not immediately scream at the staff. They take it easy and talk smoothly with the staff. Guests with a guest relationship take mistakes as a minor failure (and mistakes do happen).
On the contrary, when a guest relationship is lacking, most of the guests react to mistakes and failures and regard the hotel service in a very...
First of all, what is a USP?
USP stands for “Unique Selling Proposition / Point” - but what does it mean?
To explain what a USP is and why it is so important for your business, I have the following questions for you. By answering the questions you will automatically come up with your own USPs that you can immediately apply to your business.
1. Which service / product / location do you provide that is an advantage for your customers?
2. Which service / product / location is really unique to your customers?
3. Which service / product / location differentiates yourself from your competitors?
4. What is it that makes your business so special to your customers?
Think about something that lets your company stand out; something that increases the attention of your customers as soon as they hear about it. Think about something that makes you proud to have or use on a regular basis.
To make it more understandable, here are a few USPs that we use to lure more...
Why should you impress your guests with awesome awards you’ve obtained? Does it make a difference?
Awards that you receive for your accommodation business are exciting and appealing to everyone who sees them. An award is much more than a piece of paper that a grade is written on. A great award for your business demonstrates passion, focus, responsibility, talent and consistency to aim for the best.
An award is not common. It is special! An award for great performance is not provided every month to you. For instance, booking.com only provides awards once a year. In addition, not every accommodation that is listed on the booking.com platform receives an award. Only properties that have a review score average of 8.0 and above are granted these special awards.
If you’ve received such awards or any other that shows how dedicated you are to your business, then it is time to make them visible. Get them out of the basement!
Why?! There is no question about it...
Hey everyone! I am managing my own hotel and over the years I’ve used different strategies to receive not just feedback, but great feedback. The easiest way to receive reviews is simply by asking the guests when they checked out. You ask them if everything was fine, right after they’ve paid. If they reply happily and you can see that they are satisfied with your services, you let them know that you would appreciate receiving an online rating for the hotel. However, that is not all. It is crucial that you let the guests know “WHY” an online review is so important for you. In fact, tell your guests that online reviews give you the ability to serve more guests and reach your goal of owning the best hotel in your town. If your guests know that you have a goal in mind, they will support you to reach it—if they have been satisfied with their overall experience. The guests have a lot of influence in regard to online reviews. They can more of less push your...
I am proud to say that I am managing a very successful hotel. Establishing and managing a successful hotel has to do with various factors. I will list the ones that make a difference in this tough hotel business.
As an owner and manager of a boutique hotel, I can tell you that it is a 24/7 job at the beginning of your existence. You always want to make sure that everything works smoothly, especially at the beginning. Just think about your first online feedback you will receive; they can decide if you stand on top of an OTA or at the bottom.
I remember the first month of our establishment. I did not have the right receptionist at that time, and so I had to stand behind the reception from morning to night. Some guests made some jokes, saying “Hey, should I take over for a couple of hours; I guess you need a break.”
Nevertheless, I made it, and one of the reasons why I did not give up has to do with passion. I have immense passion for this business. It is tough - no doubt...
Yes. Most of the time, our guests inform us one day before or on the same day the package arrives. We usually put the package in their rooms. We do not charge any fee for receiving guests’ packages - no service-oriented hotel should charge anything for doing that. Keep in mind that the hotel business is all about service. We even bring packages to the post office for our guests without charging an additional fee. It is my personal goal to gain regular guests and to have them do word-of-mouth marketing for us. These tiny favors have a big impact on your hotel business.
Of course, you can start charging for accepting packages for your guests and bringing them to the post office. But, start thinking outside the box. How lovely is it to take care of for guests and to provide them more time to relax in your hotel or in the city. Guests who appreciate your service will talk about your service automatically. They will remember you. This is how you can create experiences they will...
Our guests love the pantry kitchen!
All of our hotel rooms are like small apartments. We have a pantry kitchen with a refrigerator, hot plate, hot kettle, sink, cutlery, plates, pan, pot, tea cup, bread knife, cutting board and a microwave. This is kind of special. The pantry kitchen is one of the reasons we have so many long stays and regular guests. A pantry kitchen is like a long-term guest magnet. So if you are planning to establish a hotel, then do not build ordinary hotel rooms; instead, build small, cozy apartments. That is the current trend.
A pantry kitchen is a win-win situation for your guests and for you. Your guests do not need to go to a restaurant every day. Therefore, they save a lot of money and they can relax in their hotel room even more. Most of our guests are business people, and so after they work they just want to calm down and rest. They like to cook something small for themselves and fall asleep afterwards. Your guests will appreciate these well-thought out...
10 Simple Steps To Receive Great Online Ratings