Dos and don'ts of hotel management
Hotel management is a demanding but rewarding profession. You’ve got the power to make guests so wowed by your service that they come back again and again—which also means that you’ve got the responsibility of consistently keeping a huge number of people happy, healthy and taken care of. Not to mention, you’re in charge of the hotel staff, giving you a separate group of people to watch over.
Check out the dos and don’ts of this role.
1. Do: Collect feedback early and often
In the past, hotels asked for feedback at the end of a guest’s stay. But learning a guest was dissatisfied after he or she leaves isn’t super helpful.
To ensure that you’re getting information and customer reviews when it counts, request guest feedback throughout the booking.
If your hotel has an app, use it to send your guest quick surveys. Install touch-screen feedback kiosks in your lobby. Text your guests survey links. Provide tablets at the front desk on which guests can give their thoughts.
Collecting all of this feedback will allow you to figure out what’s working and what’s not almost instantly—which will make your customer service improve dramatically.
2. Don’t: Forget employee feedback
When you’re working in hospitality, it’s easy to focus on how happy your guests are and consequently forget about how happy your employees are.
However, remember that you cannot have happy guests without happy team members. That’s why great hotel managers are equally focused on their staff and their customers.
Not only should you constantly be monitoring engagement and morale on an informal basis, you should also set up feedback systems similar to the ones you developed for guests.
3. Do: Set a vision
In order to give guests a truly memorable stay, you need to outline a vision. Having a shared mission for the hotel experience not only motivates employees to work harder, it also empowers them to make their own decisions.
For example, if one of the team goals is to reduce check-out time, an employee might take the initiative to help a guest move his luggage to the lobby. Or a different employee might draw out a guest who seems reluctant to leave her room by offering her a complimentary poolside drink.
By uniting your staff behind the same vision, you’ll make everyone more productive.
4. Don’t: “Check out”
Being a hotel manager means always being available. If there’s an emergency at your hotel, you need to be ready and able to respond—even if it’s your day off.
Having an on-call mentality requires a lot of commitment. Many people can’t—or don’t want—to be so tied to their careers, which is perfectly understandable. But if you’re striving to be a great hotel manager, checking out isn’t an option.