Overbooking - What do you do to keep your guests calm or even smile?
There are various solutions to this unpleasant issue for you as a hotel manager. The following paragraphs describe how a general manager made me say that I have been “really lucky” that he had an overbooking.
Once I went to Dubai (UAE) with my wife, my sister and a friend. We booked a couple of days in a relaxing resort, and the shuttle service of the resort should have picked us up at the airport. That was the plan.
As soon as we received our luggage and stepped out of the security area, we met the reservation manger and the shuttle-bus driver of the resort we’d made a reservation with. The reservation manager told us that there’d been an overbooking and that the resort had to transfer us to another lower class resort. A resort that did not have the same amenities and did not look as nice as the one we had booked.
He apologized a couple of times and said that we would stay in the other...
When I opened my first Boutique Hotel I did not have any prior experience in the hotel industry. The only experience I had with hotels came from being a guest in hotels myself. I did not study hospitality management neither. So what did I do to get rolling? I contacted a consultant and asked him for help. The consultant wanted to charge more than $10K for only three months, and so I decided to do all the marketing by myself.
Here is how I started:
I contacted the Online Travel Agencies – HRS, Booking and Expedia. I put all the information about my hotel together: pictures, facilities, amenities, the hotel’s location, public transportation, distances to specific attractions from the hotel, normal prices and trade fares prices. I completed each mandatory OTA training and finalized the contracts. As soon as my hotel was available on the OTAs I immediately received reservations. That was pretty amazing. Therefore, I want to emphasize to hoteliers / apartment owners, that it...
Here are my bullet answers in regard to a corporate hotel. In addition, I suppose that you have enough money available.
Find a location that is close to: the airport, public transportation, a taxi stand, an exhibition center, the city center, a highway, a festival hall, a grocery store, a mall, a gas station, restaurants, bars and a gym.
Inform the landlord about your interest in purchasing the property. There is no need to tell all of your plans to the landlord. Sometimes landlords just have a sign at their property that says “For Sale” so that they obtain a great idea and realize it by themselves.
If the landlord is willing to sell, ask the city department / construction supervision department if you are allowed to build a hotel on the landlord’s property.
Even before you own the right property, you can contact architects that are familiar with constructing a business hotel. Have a close look at the last hotels they built. If these hotels are close by, then visit...
I am a hotel owner, and let me assure you that without providing a guest the right service, there is no chance to survive in this industry.
When I read this question for the first time I was asking myself “Where does service start?” In my opinion, it starts with your online presence. Your website is your digital business card. It is not just a digital magnet to obtain new potential guests; it is the first step to demonstrate your visitors that you love to provide great services even before they check-in. For instance, providing in-depth information about your accommodation, facilities, the advantages of staying at your place, your surroundings, nearby restaurants, nearby bars, shopping-malls close by, public transportation services, taxi stands, fitness centers, parks, attractions, etc. shows your visitors that you have their back. Your visitors will automatically realize that they can ask you any question in regard to your environment as soon as they are at your place....
Have you ever read the feedback of an Amazon product? Have you ever purchased a product that had a half star?
Most people don’t bother checking out a product that’s rated half a star. However, they spend a lot of time reading feedback on a product with a five star rating. Feedback and ratings often influence the reader to purchase the product or ask the seller for more details.
Now, imagine what you can reach if you have a couple of feedback-videos of your guests available online, that your website visitors can have a look at it. To be able to obtain a feedback video of one of your guests, you need to ask your guest first if they’re willing to stand in front of a camera and talk about your services.
Let me mention that you cannot ask each single guest to give you a feedback video. There are many people who never want to stand in front of a camera. These people are shy, have no experience, feel uncomfortable, and get panic attacks etc.
You need to have a...
The easiest way to get to know what you need to offer in your hotel to differentiate it from others is to find out what is being offered to guests by hotels nearby on a regular basis. Do not worry too much about special events that other hotels host. These events only take place two to four times a year.
To experience the full service of another hotel, you can even stay one or two nights there to get a feeling for their services and really observe what they are doing differently. This is not illegal and you don’t need to feel bad—you are just trying to learn something new that can improve your business. Find the missing pieces, look for mistakes that other hotels are making, and implement strategies that are difficult to outperform.
By and large, you really have to get to know what other hotels are doing to attract people. Your analysis will be crucial to making your next bold move.
Think about Apple and Samsung. Both companies are rivals. Each company purchases their...
10 Simple Steps To Receive Great Online Ratings