How do you balance delivering exceptional guest experiences with driving profitability? Can these two goals of hospitality businesses truly align, or are they always in conflict?
Today, Leanne Harwood, the Head of Luxury and Lifestyle Brands for the Americas at IHG, shows us how it’s done.
The big idea: Providing exceptional experiences to guests and profits to owners/investors don't have to be mutually exclusive—they're actually "in harmony," Leanne says—but achieving this requires clarity from leadership, shared accountability, and smart reinvestments.
We cannot sacrifice guest experience for profitability.
Why this matters: Generating profits is more important than ever in this economy and operating environment. The temptation can be to deliver profits through slashing budgets that affect the employee and guest experience, but that's short-sighted and ultimately hurts hospitality businesses.
Put this into action:
Monitor and respond to guest feedback on online platforms to maintain a strong reputation and attract new customers.
Establish clear goals at all levels of the organization, from front-line associates to general managers to corporate teams, ensuring everyone is working towards the same objectives.
Create a platform for measurement, reward, recognition, and accountability that engages all team members and fosters a sense of shared responsibility for success.
Identify areas where reinvestments can most enhance the guest experience and communicate the value of these investments to owners/investors.
Listen now to the full conversation on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
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A few final things:
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Thank you for reading.
-Josiah
