As hotelier problems go, this one is pretty epic.
You’re busy (really busy) but you have absolutely no idea why. As far as you can tell, it isn’t anything to do with the season, there’s no local events on, and your competitors, by comparison, appear to be struggling.
What’s going on? Why are you so awesome at this hotelier lark?
Hospitality is a funny beast. You’ll have periods where you are inexplicably busy and, unfortunately, the same goes when occupancy drops. Sometimes, there’s no rhyme or reason for it, but that doesn’t mean you shouldn’t take a closer look at what’s going on.
Chances are, you’re getting something (or several things) right. And we’d like to give you a head start on your investigations.
People have heard they’ll be getting a great experience
A great guest experience beats a simple bed for the night, hands down, and if you’re personalising the service you offer customers, word will soon get around.
To you, this is the stuff you do each and every day; it comes naturally. But to other, less discerning hoteliers, the idea of using a PMS to its full potential and leveraging guests’ personal and stay data to offer tailored experiences will feel like too much work.
Think about it - you’re not just a hotelier; when people check in, they’re also given detailed information about the area and a reminder that the team is always there for them should they need any assistance in making the most of their time.
The pre- and post-stay emails and text messages you send out are also making a real difference. Guests who stay at your hotel feel welcome, looked after and as though their booking has been tailor-made for them. And you know what? They’ll share that experience with their mates, family and the entire world on social media.
You reward guests
The rewards programme you set up a few months ago may have been a bit of a punt, marketing-wise, but perhaps it’s now starting to take effect.
Once again, as word spreads about the value of being part of your closed group of guests (better rates, room upgrades and whatever else you may have dreamed up for members), people will start to look your way as opposed to the chains.
You’ve nailed the room amenities
Nope, not to the desk…! You’ve nailed your approach to room amenities.
Wi-Fi is free (yes!), each TV offers entertainment on demand, and the money you invested in that keycard system that accepts entry via guest smartphones has all but replaced the need for physical cards.
The process of checking in, using the room and getting stuff done in the hotel when you’re a guest is seamless, fast, efficient and - most importantly - enjoyable.
This stuff really matters.
Your online booking process is mega easy
Lastly, one of the key reasons you’re experiencing consistently high occupancy rates is because you offer a great online booking service on your own website.
Direct bookings are hard to come by in an age where OTAs dominate the online hospitality marketplace, but guests aren’t stupid - they’ll shop around and visit hotel websites before making a decision. It just so happens that yours features an online booking platform that’s a cinch to use and on par with anything the OTAs have to offer.
This isn’t a fluke - you’re definitely getting something right.
Use our pointers above to suss out where your secret sauce lies… and make some more of it!