If you want to understand the top challenges and opportunities for making money with hotels, there are few better to learn from than our guest today, Reneson Hotels Chief Operating Officer Scott Curran. He’s a humble guy, so I had to push him a little to do this, but listen to this 50-second clip for a bit of context:
😲 Scott helps me return to the fundamentals of being a great owner and operator of hospitality businesses, and I think he'll inspire you to do the same today…
The market may be struggling, but the reason we do so well at Reneson is the people and processes we have in place. If you please your guests, they’re not thinking about price next time they are in the area.
The big idea: Empowering hotel staff and focusing on exceptional guest service is the key to driving revenue and profits, even in challenging times. By empowering your staff to delight guests and solve problems, you can escape the "commodity trap" and build a loyal customer base that is less sensitive to price. In a time when many hotels are struggling, doubling down on the fundamentals of great service can be the key to thriving.
Why this matters: In today's tough operating environment, it's easy to get caught up in cutting costs and chasing short-term profits. However, as Scott has observed and shares, investing in your people and providing outstanding service is what truly sets hotels apart and keeps guests coming back - even today.
Put this into action:
Give your staff the authority to do what it takes to achieve the goal of making guests "100% happy, 100% of the time." Make sure they know you will back them up.
Look for ways to use technology to enhance human connection and personalized service, not replace it. For example, use messaging tools that allow guests to connect with real staff members.
Proactively think about making challenging jobs, like housekeeping, easier and more manageable for your team. (Check out this 90-second clip I made on this during a recent heat wave) Small changes like ensuring carts aren't too heavy or that staff get adequate breaks can make a big difference.
Stay connected with staff at all levels - get to know them personally and give them direct access to you to ask questions and share feedback.
Listen now to the full conversation on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
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-Josiah
