A top priority for hoteliers is providing guests with a quality experience. Recently, I was speaking to a luxury hotel manager who told me, “Investing in our guests is investing in ourselves.” He explained that going the extra mile in service, with it bearing additional time and expenses, ultimately turned over more profit in the hotel. Top hotel chains already know this, with hotels like Hilton, InterContinental, and Four Seasons consistently topping the charts. Here are five ways improving the hotel experience can improve the bottom line :
Frictionless internal communication is what creates the “magic” guests feel when entering a well-run hotel. But there are some departments that have an intrinsically high level of miscommunication and misunderstanding that, if not corrected, can lead to open rivalry and blame games between employees whenever things hit the proverbial fan. The traditionally turbulent relationship between the front office and housekeeping department is too often the headline act and, as with any sibling rivalry, is based entirely on the quality of communication between the two.
“No man is an island entire of itself. Every man is a piece of the continent, a part of the main” wrote the poet John Donne. He was talking about mankind, of course, but the concept is universal and can be applied to almost everything.
Housekeeping is a tough job, no doubt about it, but we never imagined all the dangers of the profession. Of course, maids deal with a lot of chemicals, lift heavy objects and work under a lot of pressure, but our cliché minds tends to associate dangerous jobs with firefighters, policemen, jail guards and soldiers.
Fifteen minutes for a stayover, thirty minutes for a checkout: that’s the average amount of time attendants spend to prepare a hotel room, according to industry statistics. To put things in perspective, on any given day, a fifty room hotel will only take around sixteen hours to be cleaned up completely. But does it really?
Recently I was approached to do an interview on my background and how I came to build a hotel tech startup. It took a lot of introspection on my part to look over the years and string the pieces together how this all culminated to RoomChecking.
Attendants always know. They are the pumping heart of a hotel.
Not the General Managers, not the owners. Attendants.
They master the ancient ability to move between rooms, restaurants, meeting rooms, hallways, offices and laundries without being seen. A good attendant is like a urban myth: you sometimes hear a story of someone that actually met one but he’s always a friend of a friend of a friend.
For a hotelier, choosing a PMS can be one of the most time consuming and stressful experiences ever. Buy the wrong system and, one year from now, you will feel like that guy who chose a Zune mp3 player over an iPod. The truth is that, with the always increasing number of companies out there claiming to be the best “turnkey solution” for you, it’s easy to get lost and confused so, before you even start considering your options, let’s get back to basics.