Being in the hotel business is being in good business. Plenty of Australians travel within their own country, and we play host to millions of overseas tourists each year. If we’re thinking about supply and demand then a hotel owner or manager has plenty of supply for plenty of demand. But there’s more to just having the bricks and mortar to making a solid go of running a hotel. At the end of the day, it’s all about the experience your guests have, from check-in to check-out. So, let’s take a peek at just how you can develop a five-star experience for your valued guests.

Stay Stocked Up

There are some things that a hotel owner just can’t go without, or ever be short of. These are things like bedding, cleaning products and chemicals, paper rolls for your point of sale machines, toilet paper and every other essential that you need to run your business. Step one is not ever be short of these essential hotel supplies. Imagine explaining to a guest that you’ve run out of toilet paper! Now imagine the Google or Tripadvisor review they’ll be leaving as soon as they have an internet connection. Shudder-worthy, right? So be prepared. Speaking of internet connections…

Keep Your Guests Connected

Offering free WiFi is a must in this day and age. When comparing your hotel to another, the one that offers free internet is the one that your guest will choose, time and time again. People are working longer hours whether they like it or not, and need to be connected to check emails or hold Skype calls. Cater to the working traveller for success. Also, even those on holidays like to relax and watch Netflix in their spare time so ensure your guests stay plugged in and they’ll be happy!

Don’t Underestimate Food and Drink

Does your hotel have a kitchen? Is performing at its peak, or is it a bit underwhelming? If your guests are hungry they’ll want food quickly, and if you offer a decent meal then that means that they’re spending more time, and more importantly, more money, in your business. So, review your menu, or hire a new head chef but get that kitchen pumping and you’ll see a growth in profit.

The same applies to your bar. Is it straight out of the nineties or is it a modern, polished affair? Spend some time and effort and make it a place that your guests want to enjoy a cocktail or beer in and they’ll hang out and spend their dollars there instead of the local hotspot down the road.

Customer Service is Everything

This tip relates to your staff. They need to be well-presented, friendly, efficient and cater to your guests’ needs. This may come as a surprise, but well-paid and well-treated staff actually do favours for your business. Keep morale high and your staff will pass on those excellent vibes to your guests, who at the end of the day bring home the bacon for you.

Ensure that guests are greeted warmly upon entry and farewelled fondly upon departure and chances are you’ll see them again the next time they choose to holiday in your corner of the world.

To Sum it All Up

First of all, ensure your supplies never run low. Next, offer free WiFi or lose your customers to a competitor who does. Invest in a great kitchen and bar and see a solid return. Finally, treat your staff great and they’ll treat your customers even better. Good luck and enjoy your hard work.

By Kar

Dr. Kar works in the interface of digital transformation and data science. Professionally a professor in one of the top B-Schools of Asia and an alumni of XLRI, he has extensive experience in teaching, training, consultancy and research in reputed institutes. He is a regular contributor of Business Fundas and a frequent author in research platforms. He is widely cited as a researcher. Note: The articles authored in this blog are his personal views and does not reflect that of his affiliations.

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