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 [...]
Lately, business has been good for hoteliers. Really good. Revenue per available room is up, average daily rates are strong and occupancy is higher than it has been in quite some time. With the numbers looking this good, what could go wrong? Everything. It’s no secret that the hotel business is a cyclical [...]
Before we get too deep into the intricacies of a hospitality venue’s culture, we should have a better look at our weighty statement. The first part is straightforward enough “Everyone works for the guest.” That means the Executive Housekeeper, the Porter, the Bell Staff, the Controller, the Director of Sales, the Marketing Coordinator [...]
Let’s sit down for a cup of coffee. Back in the day of the commodity driven economy, we would have bought or traded for our own basic coffee-creating commodities like water, firewood, coffee beans, milk and sugar to prepare that delicious cup of coffee. Our cost for a commodity based cup of coffee [...]
The clichés are endless: 1. It’s not what you say, it’s what you do 2. Actions speak louder than words 3. The customer is always right By definition, clichés are sentences or phrases expressing a common thought void of innovation. So let’s get right to it: The guest experience drives your revenue engine. [...]
