Spring Cleaning: 5 Simple Steps to Cut Costs and Attract More Families

By Matthew Rosenberger Consultant & Publisher, ABC Travel Guides for Kids | April 30, 2010

My daughters enjoy playing soccer and I enjoy coaching them. My oldest daughter not only scores goals but she is a goalkeeper as well, she understands the game and is a leader. My younger daughter scores goals too, understands how the game is played, and plays to win. As a soccer coach my job is to prepare my daughters, and the rest of the team, for the spring soccer season so when they step on to the field, win or lose, they are able to compete. In putting together my "game plan" for our first practice, just weeks away, I decided to highlight my 5 simple steps to becoming a great goalkeeper. While working on the practice plan it was clear to me that the principles were also applicable to the work I do in the hospitality industry so I decided to modify them so I could share them HotelExecutive.com.

1. Understand How the Game is Played

Most goalies don't start out in the position they grow into it. Gaining experience in different positions on the field helps a player to understand the different responsibilities of each player on the team. It is no surprise that the ending point for many goalkeepers is coach or manager. The experience gained in playing different positions on the field prepared them to become a coach or manager. There are countless stories in our industry of individuals who have started their career in the hospitality industry at the lowest levels and ended up in high-level management or front office positions. Understanding the different jobs and responsibilities in a hotel enables relationships to form and respect to be won. To cut costs and trim the fat you must understand how the game is played much like the goalkeeper does as the field general and a team leader. On the soccer field it's not all about height or ability to punt a ball, its about athleticism, instincts and positioning. In the hospitality industry it's not all about college and advanced degrees, it's about experience in the trenches and learning the role of each tool in the toolbox. Understanding how the game is played, and valuing and respecting your employees will save you money and attract more families to your property.

2. Talk, Talk, Talk

Soccer goalies must never forget to constantly talk to their teammates. They see the field better than any other player on the team. They often understand the game better than any other player on the team does. They must constantly communicate with their teammates - which opponents to mark and make sure each player is in the right position. If their teammates don't mark the right opponent the opponent will be in a position to score. Great goalies encourage their teammates, they don't yell at them they teach them. It is this communication that allows a team to become successful. Players must understand that the goalie is the field general with one goal in mind, how can we win this game. Fundamentals are the key, mark the right player, be aggressive and win your ball, don't be caught out of position, and anticipate and know where my teammates are at every time. The only way to achieve these goals (no pun intended) is to talk to each other. The same is said within a hotel. It's all about fundamentals. The front office must talk to the back office. The sales team must coordinate with the marketing team. The food and beverage department must be on the same page with the direction of upper management and market trends. The concierge must talk to the marketing team. Failing to talk to each other results in wrong decisions that will cost your property money.

3. Know the Angles

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Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.