Hospitality is one big balancing act. Hotel Owners constantly balance the expectations of guests, teams and investments. Managers are faced with a similar balancing act. Keeping the guest experience top-notch while meeting the needs and desires of their team all while making certain that there’s no negative impact to the bottom line is a lot [...]
Every hotel out there makes a unique sales proposition to its guests. Some hotels strive to be trendy and hip, others angle toward being homey and some are totally comfortable being basic and affordable. While choosing where your property fits in your market is a start, that’s not enough to compel your guests to [...]
A Standard Operating Procedure assumes that there is one standard (right way) that will successfully apply to all types of situations. Theoretically, applying the standardized process to any guest situation that your team encounters will deliver the same expected and preferred result. Sadly, that's just not the case. There's no standard that could possibly apply [...]
If you’re in the hotel business, you’re in the guest love business. Sure, it’s cool to love your building, love your team and love your location, but all of that love better translate to the guest experience. Do you already love your guests? Do they know it? Here are a few ways to show your [...]
