Top Ten Secrets to a Successful Hotel Business

Presented by: Monica Or

Monica Or• Founder of Star Quality Hospitality

Consultancy • Over 20 years hospitality experience • Worked in 3, 4, 5 star hotels and on

cruise ships • Been involved with implementation of

standards, hotel openings and refurbishments

• Regularly writes for Hotel Industry magazine

• Licensed WorldHost trainer• Chairman for the Institute of

Hospitality London Branch• Author of “Star Quality Hospitality –

The Key to a Successful Hospitality Business”- Amazon Best Seller

Secrets for a Successful Hotel Business

• Secret 1 – 6 is about you and your business

• Secret 7 – 9 is about your customers

• Secret 10 brings it all together

…..but wait because in 15 minutes time I will reveal the best kept secret of all! sssh

Secret Number 1 –Connect with the World Wide Web

• Have you tried to Google your business?

• Is your website responsive?

• What % of your bookings are taken directly from your website?

• Google Tools are there for you to use – Google Plus, You Tube

• Trip Advisor – read and respond

• Social Media is for interaction

Secret Number 2 –Know your numbers

• For your cash to flow you need to take deposits

• Accounting software makes your life easier

• Link it to a Property Management System

• Profile your customers

• Automate your rostering

• Control your food costs

• Fluctuate your rates

Secret Number 3 –Be squeaky clean

• How clean are your toilets?

• Maintenance checks – routine, preventative, and scheduled

• Use checklists for consistency of standards

• Follow up

Secret Number 4 –Be hospitable

• Be organised, prepared, ready

• Greet and use your guest’s name

• Escort them to the room

• Assist them with their luggage

• Talk to them….

Secret Number 5 –Set the table

• Check your stock

• Know your food products – be allergen aware

• Portion control – food waste

• Change your offering

Secret Number 6 –Put on a Show

• Your rooms should always in be showroom condition.. Including your meeting rooms

• Pay attention to detail

• Give your potential guests a true feeling of how your rooms can accommodate them

Secrets about your Customers

• Customer are your life line

• Internal

• External

Secret Number 7 –Relate with your Suppliers

• Sourcing suppliers – quality, price, consistency, reputation

• Attend trade shows to be kept up to date

• How often do you change suppliers?

Secret Number 8–Invest in your staff• Use your company values to recruit

• Induct them so they can understand your business

• Train them so they are competent in their role and to ensure consistency in your standards

• Appraise them so they know what they are doing well and how they can improve

• Reward them

• Recognise and celebrate success

Secret Number 9 –Exceed your Customer Expectations

• Average business never hears from 96% of its unhappy customers

• A dissatisfied customer may tell 9-10 people

• Every complaint received there are 26 customers with similar concerns

• 70% will do business again if resolved effectively 95% if complaint resolved quickly

• Customers who have complaints satisfactorily resolved tell 5 people

• It costs 5 times as much to attract a new customer

1 + 26 other = 27

27 tell up to 10 others = 270

270 people have heard about a bad experience with your company!

The Cost of a Dissatisfied Customer

Earned / Lost

£ 10 / month - £120 / year

£ 270 / month - £3,240 / year

If each of these 27 customers convince 10 other people not to use our services, the potential loss to your business is:

£32,400 / year

The Reality of Poor Customer

(1)

(26)

Exceeding Customer Expectations

•In the style of twitter – tweet your answer in less than 140 characters:

•How you would define “Exceeding Customer Expectations”

•Tweet @monica__or

“Perceived value + added value”

Secret Number 10 –Measure your success

• Be your own guest

• Listen to your staff

• Talk to your guests

• Add some mystery

• A helping hand along the way – the best businesses have coaches

The best kept secret - sssh

The Key to a Successful Hospitality Business

Find out more here:

Come and see me on stand J66 - The Windsor Hall

Email:monica@starqualityhospitality.co.uk

Twitter: @monica__or

Website: www.starqualityhospitality.co.uk

“Star Quality Hospitality – The Key to a Successful Hospitality Business” is an Amazon Best Seller