The hotel industry is tricky. Not only are there many different people to please, but there are also many factors that go into running a successful hotel. Whether you are operating a small bed and breakfast or a renowned five-star hotel, there are many common mistakes made in this business. Some may be obvious and other mays go unnoticed. However, all mistakes take a toll on the company to some degree over time. Here is a list of the most common, yet detrimental mistakes, hotel personnel make:
- Ignoring small details: Small details make a big impact, especially in the hotel industry. These details can be included in the rooms, lobby, or even at your restaurant or breakfast buffet. If you’re hotel prides itself on being eco-friendly, then polystyrene foam tableware may not be the best option. Instead, use bamboo, paper, plastic, or even reusable tableware to keep your green promise.
- Not targeting a specific audience: Just like when writing a paper, running a hotel requires you to keep a specific audience in mind. This ensures that you pay attention to a specific theme. Thus, your venue will be uniform and will go together beautifully. If you don’t adhere to a specific audience, you can get too out of control trying to please everyone. This can lead to confusion, and overall lackluster appeal.
- Forgetting that hotels are hospitality businesses: Everyone who works at your hotel needs to keep this in mind: hotels are all about hospitality. All employees need to have a smile on their face at all times, and ready to cater to every customer need. Having guests stay at your hotel is not a right, it’s a privilege you have to earn through your customer service.
- Leading your customers to expect more than they should: It’s great to advertise your hotel well, but it’s not a good idea to oversell your establishment. If you advertise your breakfast buffet as being gourmet and cooked fresh every morning, then it shouldn’t consist of only select cereals and fruit. Make sure that your advertising mirrors what your customers will receive. Building up their expectations will only disappoint them and reflect in their overall opinion of your hotel.
- Not adapting to the present: Hotels are consistent on many levels, but that does not mean they cannot adapt to hot trends. Guests will get bored of the same décor and features – give them something to look forward to. People love change, and it will keep them interested and coming back. Offering new features will also attract new customers.
- Trying to distract customers from seeing faults: Many hotels try to offer gimmicks to “make up” for a bad experience or in another lacking area. For instance, a hotel that offers free Wi-Fi, but no cable for the TV. The internet amenity is put in place to distract customers and make them feel like they are getting a good deal for their money. However, they still don’t have access to cable television. These distractions almost act as excuses to not improving the hotel.
- Overlooking employee satisfaction: Employees are valuable to the hotel industry because they are the ones interacting with customers most of the time. Thus, it is important to make sure that all your employees are happy working for your hotel. Having a trustworthy and dependable staff is the basis of ensuring elite customer service. Warm and welcoming employees who enjoy working for your business will always have the customers’ needs and the best interest of your company in mind.
- Not being considerate of specific dietary needs: Most hotels nowadays have complimentary breakfast buffets, but even if your company doesn’t, then you most likely have a door service menu or even a restaurant. Whichever situation your business fits in, make sure to keep in mind all dietary needs. I know this might seem overwhelming, but considering individual requirements will add a personal touch to your hotel and will make your guests feel right at home.
- Not asking customers for feedback: Constructive criticism is one of the most important tools in any business, especially the criticism from your customers. Asking for feedback not only opens up windows of opportunity for improvement, but it also shows customers you are willing to change. You could also get a head start on hot trends and new demands by listening to your customers’ suggestions. Customers can act as outside sources and may help you see new perspectives of your hotel.
- Neglecting your online reputation: When customers consider booking a hotel nowadays, they will most likely stalk each review to see what other people are saying. Since this can easily sway their decision, keeping track of your review reputation is vital. Make sure to follow up with good and bad reviews. Most review sites provide an option for business owners to respond to every review. Thus, definitely make sure you thank those who leave positive reviews, and ensure your critics that you heard their disappointments as well.
Every hotelier knows that no hotel – or business, for that matter – is perfect. Noticing mistakes and taking steps to fix them is an important process to make sure your hotel is constantly improving. This will also guarantee that your business is constantly changing and not a static hospitality service. Customers love change, especially when those changes lead to improvements. This will set you apart from any other hotel in your area.
Hotels are a vital service across the globe. Not only are they important, but they are also quite common. Due to their commonality, each hotelier strives to be better than the others. In the competitive market, mistakes are maximized and can cost you valuable business. Every customer counts in the hotel industry, so you want to make sure that your attracting every guest you can. One guest you don’t have, is just another that a competitor has, and that is the last scenario you want to see.