Hotel managers have varying duties, depending on the type of property. Managers play fundamental roles in ensuring the smooth running of the hotel. They understand that it takes time for team members to perform at the highest levels. It also takes time to build customer confidence.
Top managers have requisite skills. They can prioritize activities, delegate duties, and avoid unforeseen circumstances, all while achieving desirable results by focusing on certain core duties.
Here are five key duties managers need to handle to ensure continued success.
1. Customer Experience
Customer experience is perhaps the most important factor that differentiates one brand from the other. Any brand that wants to remain at the top of the hotel industry must constantly seek ways to satisfy its customers. In fact, customers who have positive experiences with their service providers always come back for more. Managers must, therefore, consider guest relations to be a top priority.
Managers need to handle the following functions to ensure customer satisfaction:
- Be attentive to customer requests
- Review positive and negative feedback
- Take time to address issues that customers raise
- Invent new ways to improve customer experience
- Be updated with the latest trends in the hospitality industry and apply accordingly
2. Branding
Managers need to take reviews seriously. Ignoring reviews can have disastrous consequences. Often, online reviews are associated with low online booking intentions. One negative review can account for a loss of at least 30 customers. At least 9 in 10 visitors rely on the opinion of friends and family. Therefore, hotels with positive reviews find that they get twice as many customers.
To protect the brand’s online reputation, hotel managers need to pay attention to the following:
- Whether they have a strong social media presence
- How do they respond to negative reviews in a civil manner
- The social media buzz that includes special offers and promotions
- Customer queries
3. Logistics
Hotel managers should never underestimate the power of logistics and supply chain operations. These services can add value to their properties, making customers more satisfied with the quality of their products. Hotel managers should consider the services of a logistics company for sustained improvement in quality and service and drive down costs, as they can help you properly handle your logistics and gain a competitive advantage.
Managers should note the following areas for improvement:
- Work with trustworthy suppliers
- Ensure there is transparency in all dealings related to shipments
- Gain access to the warehouse
- Ensure that the consultancy services are up to expected standards
- Tailor supply chain services to the specific needs of the hotel
4. Budget
Hotel managers must be conversant with changing economic trends. They must develop strategies to achieve success amidst dwindling fortunes.
To attain the set goals, managers should note the following:
- Ensure a critical balance between supply and demand
- Analyze market reviews and reports
- Keep track of hotel revenue
- Adjust room rates and inventory when necessary
Top hotel managers take the necessary measures outlined here to keep their businesses afloat. They listen to their customers, have a keen interest in managing people, and employ innovative strategies to outperform competitors.
Read also:
Leave a Reply