Insider: Hotel Check Up: Is Your Hotel Out of Tune?
By Steve Belmonte,CEO, President, Partner, The Lexington Collection and President, CEO, Hospitality Solutions LLC
Mr. Steve Belmonte
If there was only one tidbit of wisdom I could share with everyone in our industry it would be, hands down, ‘service is key.’ Without great service, we really don’t have an industry. While many believe that the lodging industry is about the bricks and mortar that make up the property, the real business is in the service – customer service, employee service, and guest service. In essence, we are in the people business.
It goes without saying that taking care of guests is a top priority for hotel owners. But the absolute number one priority needs to be with the employees. They are the heart and soul of the property and the ones who will set the vibe for the guests.
I am aware of the general complaint across the board that good help is hard to find. What’s harder is getting good help to stay. However, there are a few incentives that hotel owners can offer to attract loyalty and long-term commitment.
By the same token, guests today have taken to savvier means to research hotel brands when it comes to traveling. They are in search of not only an experience but a relationship with a hotel, and have turned to the online realm to find brands that are engaging and in-tune with guests’ needs.
That’s why I address the employee service issue and online presence in my article in the Hotel Business Review. The article, entitled “Hotel Check Up: Is Your Hotel Out of Tune?”, traces the roots of good employee and guest satisfaction. Simply put, the greatest investment a company can make is in its people. And in our industry, that’s the employees and guests. One of the great rewards in this is that the investment begets company loyalty, mutual rewards, increased motivation, increased company morale and increased productivity, which all leads to greater ROI.
The bottom line is that it becomes a win-win situation for everyone – hotel owners, guests, and employees.
Click here to read the full article
Respectfully,
Steve Belmonte
President & CEO
The Lexington Collection and Hospitality Solutions LLC
973-598-0201
sbelmonte@lexingtonhotels.com
