Hotel management cannot improvise. This is a complex task that requires multiple skills, Whether it’s a small or a large organization. Good hotel management ensures the stable and successful operation of your hotel. therefore It is important not to overlook any of the five areas: Human resources, customer service, accounting, communications, And revenue management. They are all important for the success of your surgery. There are computer tools that can help you in each of these areas.
As a manager, It is your responsibility to ensure that your skills lead to successful jobs and happy employees. Not everyone is born with administrative skills. That’s why here are some tips for hotel management.
The staff are the key to the hotel. He’s in touch with clients. therefore It must be properly trained and motivated throughout the year to provide an impeccable welcome service to customers. It is also important to manage their presence so that they are not confused during departure and arrival. Good team planning is necessary.
Right to employment
Hiring the wrong people can make you very frustrating. If you have to clean up after another employee’s mess, Your job is difficult enough and you forget to manage the hotel well.
Your task will never go smoothly if you’re constantly flirting with others. That’s why you need to hire specialized, honest and skilled staff from the outset. If your employees steal, lie, rudely deal with customers or do a bad job, You need to let them go. With the right staff, Your customers will be happier!
Don’t rush into the recruitment process, Take your time and make sure you ask the right questions. Try asking behavioral questions to bring the best candidates to the team. Behavioral interview questions are designed to force the candidate to avoid giving general answers and instead rely on his or her personal experience.
Poor communication can lead to errors, This is something you want to avoid! By keeping everyone on the same page, You reduce the chance of errors. As hotel manager, You are able to solve problems and a model that everyone must follow, So give clear instructions, solve problems and explain the procedures accurately.
If your team doesn’t know what’s going on, Mistakes are likely to occur, Which means that customers are not satisfied, We all know that dissatisfied customers write reviews online, Which is bad for business.
Use the following ways to communicate effectively:
- Face-to-face communication: Easy personal contact.
- Meetings: Helps you get feedback from all your employees.
- Communication video: Helps tell stories because images are worth 1,000 words.
- Internal social media: Helps build culture and familiarity.
- Staff involvement: Helps keep everyone on the same page and easily keep all employees involved.
Delegation is the key. As a hotel manager.Your job is to supervise all departments, but make sure that the staff report to the head of the department, not the hotel manager. I have daily meetings with department heads and tell everyone what’s going on that day. For example, if your hotel has a big meeting, mention this to keep staff aware of the extra traffic and keep the area as clean as possible.
Now that the heads of departments know what’s going on, They can manage their employees more effectively. Giving department heads a lot of space to keep things going is good for managers on the one hand and staff on the other. However, Appearing from time to time to make sure there are no hiccups is an effective management tool. When you’re with the more employees, Increased their responsibility to do the best possible job.
Rewarding outstanding employees
When employees do something special, Praise them! Do it now honestly and frankly. If you have the best monthly employee program, Send congratulatory messages to staff and update the photos of the new winners immediately.
By doing so, You can create happier and more productive employees who go to the extreme without being asked to do so. Moreover, It builds trust and appreciation between staff and senior management, With increased loyalty (i.e. reducing employee turnover). Employee recognition is a powerful sharing tool. Moreover, So if the customer cares about the employee and how he can help him, You can share it with all employees to help increase employee appreciation and encouragement. When employees see the encouragement and appreciation their co-workers receive, They will want the same appreciation, This only helps them to get them to work harder.
During the stay, Customer service does not stop at the customer’s relationship. Once you create the connection, It’s going to start. The customer’s impression is important. He should feel valued as a person, not as a customer among others. To achieve this result, It is recommended to ensure a successful connection process to avoid unfortunate errors. Hotel management software can therefore be programmed to send emails to send an email to confirm your booking or follow-up automatically. It should also provide a file management unit by the client.
Providing personal customer service
Consistency does not mean that every guest deserves the same service. Real excellence in service requires customization, Which makes every customer feel that no one else is more important than him at that moment. The front desk staff understand customers and are happy to help and remember their preferences and can provide information that is valuable, They are huge assets that can have a significant impact.
Measuring customer service performance
Determine how quickly your guests’ requests and questions are met. According to the customer service survey, 69% of customers identify good customer service as resolving their problems quickly and efficiently. With performance support solutions, Hotel managers can be assured that their employees have the knowledge they need at their fingertips. Using process instructions in the context of the actual conversation, Front office agents who use performance support can deliver the best solutions quickly.
Treat each guest like VIP
We can’t all be celebrities, CEOs or kings, But we treat every guest as an important character and make sure it’s a positive and memorable experience that they want to repeat. Train your employees to focus, respond and feel urgency for everyone, Regardless of their situation. In return, Your guests pay you their care and loyalty, But even their recommendations are better. Bonus: When guests feel good and privileged, Secondary factors can become secondary (for example, A small room, Medium location).
Maintaining strict accounts is essential. Get rid of Excel or any other free tool and choose software designed for hoteliers that allow you to calculate travel taxes, refund restaurant bills and update your accounts.
Compatibility with your competitors in terms of value
One way to increase your revenue is to align your prices with those of your competitors.
Show that the price of one room is the same as your competitor’s and the other is slightly more expensive. This will allow you to attract bargain-seeking travellers without giving up the possibility of earning more.
remember Value for money is the focus here. Matching your competitors in value doesn’t just mean matching your competitors or even lowering your hotel rates.
Save your rooms until the last minute
50% of travellers booking via a mobile device use this method to stay at the last minute. This trend offers a great opportunity for hotels to rent the last available rooms at the last minute.
Real-time monitoring of what your competitors offer allows you to make the best pricing and leasing decisions, All the way to the last room, without affecting the price.
That’s why, Without a doubt, The best system is to use a channel manager centered around the availability of the room. Full two-way communication of online booking sites is essential to ensure consistent and reliable transmission of information.
This is a marketing technique that allows flexible pricing based on peak periods to improve the hotel’s performance. Your hotel program should be able to take these prices into account to make it easier for you.
Update your technology toolbox
The hospitality industry may be one of the oldest companies in the world, But in this day and age, Not surprisingly, hotel endeavors can reach their full potential only by adding modern technology. Hotels quickly adopt hotel management programs such as Property Management Systems (PMS) to simplify check-ins and departures, create financial reporting, manage staff, daily to-do lists, save time and improve the guest experience. To move forward, Hotels that want to better serve their employees and customers and get a greater ROI from their PMS systems are transformed into performance technical support.
Like all companies, Hotels should promote themselves by communicating: Owning an attractive and referenceable website, And to respond to customer comments, Order ads in some print magazines or the web. Your online presence is very important. Many travellers are preparing for their online-only stay and rely on the reputation of the online organization.
Create effective promotions
By adopting the philosophy of value for money, Promotions are one of the best ways to stand out from competition and stay ahead.
When you notice that your competitor is doing a promotion, Like an event in your area, Find out about its prices and set their prices at the lowest possible level to attract a lot of customers. This is your chance to be proactive and lead your team. Check room offers for details. Does it include breakfast? How many nights are included in the special price? Here’s an idea of how your hotel can provide additional service to your customers.