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:[email protected]
Twitter: @monica__or
Website: www.starqualityhospitality.co.uk
“Star Quality Hospitality – The Key to a Successful Hospitality Business” is an Amazon Best Seller
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