10
Sep

Traits of a Great Hospitality Manager

The hospitality industry is a fast-growing sector, but this does not by any means mean that competition is non-existent. Rather, it is quite the opposite. Competition for hospitality management positions is intense, with limited job openings and those that are applying are highly trained individuals.

Hospitality management involves overseeing a variety of departments within a hotel or resort. This often includes the front desk, housekeeping, concierges, spa services, restaurant and room service, conferences, maintenance, budgeting and finance, and guest services. Not only do hospitality managers need to oversee all of these departments, but they must also be able to organize and flawlessly integrate these departments with any other services that are being offered at the hotel. Due to this, great hospitality managers tend to acquire these traits and strengths.

Communication

It is imperative that hospitality managers have excellent communication skills. They need to be able to actively speak to staff and have the staff open up in return. Failure to communicate results in someone dropping the ball, and the customer is going to be the one to pick it up. This is often accompanied by a complaint or a bad review, which is not what anyone wants.

Problem-Solver

When problems arise, guests and staff will be looking toward the manager to offer a solution. This requires the hospitality manager to be able to think on their feet, make decisive decisions, and respond to customers and employees questions and concerns in a sensitive, polite manner. It is also vital for managers to be prepared and anticipate any issues that could arise and have a backup plan in place, especially because this happens almost daily.

Time Management

Since hospitality management involves overseeing so many different departments and requires the ability to integrate them efficiently, hospitality managers require excellent time management skills. Managers need to be organized and abide by a punctual schedule. There are often times when work requires managers to put their personal lives on the back burner and deal with an immediate crisis at any moment, so they must also be flexible and able to adapt to a fast-paced work environment.

Motivation

Working in the hospitality industry is all about making sure the guest feels special and putting them first. This is a team effort, so the hospitality manager must have motivation themselves, but also be an effective team motivator. These individuals need to lead by example and know when they need to roll up their sleeves to help get the job done.

23
Aug

How Millennials are Impacting the Hospitality Industry

Millennials, those born between 1980 and 2000, are currently the fastest growing customers in the hotel industry and by 2025, they are expected to make up 50% of all travelers. With this generation comes the need for a tech-savvy, transparent environment, and the desire for connection. They have already begun to have an impact on travel and the hotel industry, in particular. They are looking for a unique experience that simultaneously meets their expectations. That being said, we can expect to see changes in the hospitality industry that appeal to this influential generation.

Technology

Millennials grew up with technology, so it isn’t too surprising that the desire for a technology-driven travel experience is a must. Millennials are very likely to post the overall experience of their stay on platforms such as Facebook, Yelp, Twitter, and more. The convenience and seamless process of checking in and out on their mobile device is very enticing to millennials. The same goes for free WiFi – it’s practically expected for a hotel to offer a strong internet connection.

Personalization

In conjunction with technology, the notion of personalization for their stay is particularly enticing to millennials. Artificial intelligence is an ever-growing sector of technology, and hotels that provide smart rooms and AI personal assistants attract these travelers. Additionally, having the ability to personalize their rooms online so that everything is how they would like it when they arrive at check-in, will play a large role in the adaption of hotels moving forward.

Green Living

Millennials are also a generation that focuses on the environment and they will make their decision on which hotel to stay at depending on whether or not the hotel implements sustainable, eco-friendly practices. These travelers want to supply business to those that coincide with their own values. Some specifications that may contribute to their final decision of stay are sustainability programs for energy, water, and other utilities (like cogeneration), efficient waste management, and eco-building certifications.

Experiences

Maybe it is because they are so interconnected through technology, millennials are actively seeking meaningful, genuine experience when they travel. No longer content to spend the entire vacation laying by the pool, this generation is more likely to leave the hotel to interact with the local culture. Hotels that provide information to millennials regarding local nightlife, events, and more, are enticing to these travelers.

6
Aug

How to Make Hotel Guests Feel Welcome

He’s away on business. They’re enjoying a honeymoon in a dream destination or vacationing with the family during a yearly getaway. Maybe she’s just passing through. Regardless of why people are travelling, they trust the hotels where they stay with the important responsibility of making them feel right at home even when home might be thousands of miles away.

At the Shore Hotel, we take this duty very seriously, and as COO, I do everything in my power to make sure that guests have the most enjoyable and welcoming experience possible during their stay with us. Check out some of the secrets on how to make guests feel welcomed that I’ve learned after a long career in the hospitality industry!

A Personal Welcome

First impressions are lasting, so making sure you’re ready to greet your guests as they arrive goes a long way toward making them feel right at home. The personal introduction shows the guests that they’re valued, but beyond that, this is the first opportunity you have to shape their opinion of the hotel. You should be dressed professionally and with a friendly, enthusiastic attitude so you can warmly welcome your guests on behalf of the hotel and make them feel special—and happy with their choice of accommodation—as soon as they step through the doors.

Take Care of Their Needs

If your hotel is going to serve as a guest’s home away from home, then you’ll want to provide them with all of the creature comforts they need. In the bathroom, lay out toiletries like sustainable or eco-friendly soaps, shampoos, toothbrushes and toothpaste, razors, and other sundries. Place fresh flowers so that the room is fragrant by the time they arrive to make them feel at ease. And another nice touch for the modern traveler is offering a complimentary phone charger during their stay!

Touch Base Often

Once the guests have had a chance to settle in, find opportunities to catch up with them and ask how they’re enjoying their time with you. Do they like their room? Is there anything that you can do to make them feel more comfortable? These check-ins let guests know that you’re invested in their happiness and that you actually want them to be as comfortable as possible, which will make them feel right at home.


 

This blog was originally published on stevefarzam.org.

9
Jul

How You Can Book a Hotel Like a Pro

Whether you’re just sleeping in your room for the night or intend to spend your entire vacation at the hotel, booking a room at a luxury hotel doesn’t have to cost you an arm and a leg. Instead of overpaying for a room, save your extra cash and use these tips to book a hotel room like a pro.

Check Out Business Hotels

Business is often slower during the summer months and on weekends, especially in Europe. This means that hotels that cater to business travelers are slower as well, and they tend to offer deals and lower prices.

Wait to Check-In at the End of the Day

Since most guests have already checked in, ask for a corner room if any are available. Typically, you’ll get more square footage for the same price. Additionally, hotels are more aware of their occupancy by this point in the day, so you’re more likely to be offered an upgrade on your room.

Call the Hotel Directly

Rather than calling the 800-number provided, call the hotel directly, as the employees working will have a greater chance of being able to provide you with an upgrade. Having a good rapport with the employees and booking directly with them will also increase your chances of perks and upgrades if you book at the hotel regularly.

Sign Up for Loyalty Programs

Signing up for the hotel’s loyalty programs is one of the easiest ways to score free upgrades and points. Loyalty programs vary per hotel but can include perks, like free Wi-Fi, free items with your booking, and more. You can also join loyalty programs through third-party sites, such as Hotels.com, which offers one night free with when you book 10 nights.

Get Alerts When the Price Drops

Life gets busy and it’s sometimes difficult to stay on top of price changes. When you sign up for alerts through third-party sites, they will notify you when the price drops without spamming your inbox. If you don’t have a set destination, you can also check out Hotel.com’s Hotel Price Index, allowing you to see the increase and decrease in hotel prices around the globe.

Use Your Smartphone

Using hotel-related apps on your smartphone can unlock major discounts. Certain apps will provide you with secret prices for rooms during peak times, like weekends, and get you last-minute deals on rooms.

Utilize Membership Programs and Credit Card Perks

Member programs like AAA and AARP can offer a variety of special discounts to travelers such as a discount on bookings, activity vouchers and more. Many major credit cards also offer travelers a ton of perks, like cash back, points, or miles for flying. Check with each to see what they offer, utilize them along with the hotels’ reward programs and you’re sure to save.

If There Are Any Issues With Your Stay, Follow Up

No one like a noisy neighbor or a messy room, particularly on vacation. If there are any issues, follow up. You could receive an upgrade for the rest of you stay, drink vouchers, or a credit to your account.