"This is going to make the greatest generation of hoteliers"
How Commonwealth Hotels developed a culture of agility
“The things that we went through during the pandemic are going to make the greatest generation of hoteliers our industry has ever seen.”
Commonwealth Hotels President Brian Fry has a story that might resonate with you.
Earlier this year, many hoteliers faced a strong wave of pent-up demand from travelers. That was great, but also created challenges. Many guests had the same expectations they had in 2019 and didn't realize what hoteliers could offer had changed.
If the Commonwealth team was still operating as they had in 2019, they would have been less efficient, given how much the world has changed.
Instead, they went back to the basics, asking themselves questions such as “Who is our customer? What do they want? How do we serve them better? How do we control those costs while we do it right?”
To support this, Brian and his team needed a way to learn from data to keep up with a quickly-changing environment.
Together with a technology partner, they built a solution to help achieve this. They could answer questions like why people were traveling and what needs they had. It gave them a way to anticipate needs and provide solutions while tracking costs in real-time.
They were able to do more with less, and focus on their guests.
How are you giving your teams back more time to serve and delight your guests? Let me know - I’d love to feature your hotel next!