6 Key Management Strategies Your Hotel Manager Must Know

By Cara Silletto Founder, Crescendo Strategies | March 10, 2019

Communicate expectations early. Contrary to popular belief, professional behavior is not "common sense" to new hires, so it is critical to communicate unwritten policies and expectations as soon as new staff come on board. If you've been working as a manager for decades, it may seem obvious that taking your shoes off while at the front desk is unprofessional.

But for someone new to the business, it may not seem to be a big deal. That's why it's important to communicate – regularly – all the expectations you have for employees.

1. Management Effectiveness: Communicate Early, Often, And Clearly

The need for communication extends to job responsibilities as well. More communication means less missed expectations down the road, so be clear up front. If, during the onboarding process for housekeeping staff, they are never told to follow a certain cleaning checklist, the results will likely be inconsistent and may not meet your expectations. This is where detailed communication from the beginning helps everyone do their jobs at the standard you expect and why fool-proof checklists are so valuable today.

Your effectiveness as a manager can often be measured by how well your employees are performing. And if expectations for someone's job responsibilities are not laid out clearly from the beginning, their lack of performance makes everyone look bad. Stronger, detailed communication can eliminate most mistakes, confusion, or poor performance.

2. Attraction & Recruiting: Expedite The Hiring Process In Your Department

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Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.