The key to success in the hotel industry is to continuously find new ways to exceed the expectations of your guests and the groups who choose your property for their events. Strive for these eight things, and you’ll be well on your way.
1. The hotel industry thrives on location.
Location plays a vital role in the success of your hotel. Tourism statistics help in identifying the number of domestic versus international visitors, this makes it easier to decide the most suitable location for your hotel. It also helps in determining whether to purchase an old hotel and renovate it, or get a new place.
Tourists look for a hotel that is possibly nearest to downtown, the beach or other attractions of the city. Businesses and corporate groups will usually look for spaces downtown, near the office or near conference centers. They’ll want large rooms that meet their conference or event needs, so if you’re renovating a building, pay attention to those possibilities.
2. Generate great leads.
Group business and landing events are your tickets to bringing in the bucks. That means you have to make sure you’re both seeking planners out and making yourself discoverable. You have to meet planners where they are and distribute your content through those channels. You can’t just count on customer referrals!
With a powerful, interactive lead form, distributable across any marketing channel, Social Tables makes it easy to build your direct bookings business on your website and gain increased exposure in our venue marketplace. Not only will you show up for 100,000+ registered planners consistently looking for venues, you’ll also be able to customize your listing so you’re putting your best foot forward for all of them.
3. Give customers an innovative experience.
The modern hotel industry is about much more than just providing accommodations and room service. You need to provide an overall innovative experience to your guests by identifying their needs and expectations. The young travelers who usually spend less time inside the hotel can be attracted by other activities. Live concerts, poolside fun, fitness classes, spas, and special culinary experiences are all among the list.
4. Keep an eye on those reviews.
In the world of digital marketing, it’s important to keep an eye on upcoming trends and changes. It’s also necessary to monitor your competitors’ progress. Use your networks to scoop the information regarding their success factors and their challenges. Then, make sure you’re taking the steps to thrive where they’re falling short.
For tracking your own performance, you can’t just rely on checkout feedback forms for reviews. Your guests may have a bad experience to share and that’s the information they’re going to share on social media or hospitality forums. Therefore, keep yourself updated on any reviews posted about your hotel and try to respond to an angry customer with a soft reply. Remember: Word of mouth is your most powerful marketing tool.
5. Communicate, communicate, communicate.
Communication is the most crucial skill for a hotel team. A hotel manager should train their employees to communicate better in an effort to reduce errors and miscommunication. A satisfied guest may share positive reviews with others, while one bad review by an unsatisfied guest may scare off many potential customers.
Good communication means that you’re listening to your guests, understanding their problems and valuing their feedback. Great communication from every member on the team can easily impress a guest and turn them into a loyal customer.
6. Keep your guests safe.
A thorough understanding of safety rules and the need to stay calm in an emergency situation are both crucial. Keeping your guests safe and secure should always be your biggest concern.
Make sure all sprinklers and smoke detectors are in working condition, hygiene and cleanliness are maintained in the entire hotel — especially in the kitchen — swimming pools are cleaned regularly, room service is up to date, and guests complaints are top priorities.
7. Be flexible.
Make rules flexible enough so they can be changed, keeping in mind the sensitivity of a situation. Customers can have completely different expectations of a hotel. By giving your hotel managers authority to make decisions under critical situations, you will be empowering them to accommodate your guests in a timely manner. This decision-making power gives them an opportunity to turn an unlikely situation around and earn a good reputation for the hotel, along with customer loyalty and satisfaction.
8. Be observant.
To provide the best experience to your guest, it’s essential to be highly vigilant to every minor detail of the hotel. It ranges from greeting your guests with a smile on your face to putting fresh flowers in the vase of the hotel lobby, providing impeccable customer service, serving fantastic food, keeping properly folded napkins, maintaining an efficient checkout, and so much more.
The hotel industry can be rough and tumble, but not if you have the right formula for success. Make sure your property and team have these eight traits and business will build.
These factors will lead to success, but your real ticket to making it big is landing those group sales. That’s why we put together the free eBook below! Check it out and let us know what you think on Twitter.
Planning the buffet, placing the mics, laying it all out — it’s not easy making the little details come to life. So in 2011, we set out to change the way events are designed by introducing better collaboration between planners and properties. Today, we’ve evolved that vision into an innovative platform offering the industry’s leading solutions for event sales, services, and group distribution. All to help the world create the best face-to-face events.