Learning how to manage a hotel requires a balance of skills and knowledge about the hospitality industry. From using hotel technology every day, to knowing how to improve customer service, there are many components of successful hotel management.
So, if you’d like to learn how to manage a hotel successfully, read on to discover all there is to know!
How to Manage a Hotel
Whether you operate a hospitality franchise or an independent business model, it's vital to learn how to manage a hotel. Not only will it help nurture customer relationships, but it will help maximize profits. Read below for seven tips on how to manage a hotel.
1. Use Hotel POS Software
Using a POS system with features geared to a hotel is ideal for hotel operations. Every business must accept transactions to stay afloat; however, there are aspects of a hotel that should let this solution be more diverse. For instance, a hotel rewards program and easy upgrade options should be key features.
2. Use Restaurant Technology
Hotel restaurants are major revenue sources for hotels. Use hotel restaurant management tools to streamline kitchen operations. With the right tools, every hotel chef will be able to create each dish with fresh ingredients and be on time. Whether they offer local cuisine or exotic menu items, technology can save kitchen staff from stress and poor time management.
3. Estimate Costs On a Regular Basis
A hotel's financial standing has a tendency to fluctuate. The hotel industry is one that can do much better during certain seasons. Or, if there's a major event taking place near the hotel, it can cause a surge in revenue. So, conduct a financial analysis every month to evaluate the labor cost, profits, the hotel franchise cost, and more. Revenue management for the hospitality industry is key for staying within a strict budget.
4. Offer In Room Dining
In room dining is like standard hotel room service, but a little better. The purpose of in room dining is to provide guests with a restaurant-like experience in the comfort of their own rooms. Hotels supply guests with all restaurant features, right down to glassware and silverware. To make it even more convenient, hotels can use innovative restaurant technology to make this service contact-free.
5. Frequently Evaluate Your Staff
Your staff is the backbone of your hotel, and it's vital to maintain a positive and productive team. Conduct annual reviews where staff members and their managers can discuss performance, goals, and areas of focus. It's also ideal to incentivize great performance with the potential for bonuses and raises.
6. Consider Customer Reviews
Hotel staff can learn an abundance of insight from reading guest reviews. Delegate a time each week to read through reviews from the past seven days. We recommend you monitor reviews frequently so that any mentioned staff members or situations are fresh in everyone's minds. If you wait too long to check reviews, you might not be able to remember what the reviewer is referring to.
7. Analyze Relevant Data Metrics
In the early stages of launching your hotel business, you likely outlined goals and KPIs. On a monthly basis, conduct analyses to monitor the hotel's performance. In doing so, you'll also discover consumer data trends and areas to cut overhead expenses. Revenue, customer turnover, and reservation metrics are a few areas to research.
8. Manage Guest Relations
Ensure that every guest has an outstanding experience. This step goes hand in hand with customer service, so ensure that you maintain positive and consistent contact with consumers. Promptly answer the phone, respond to emails within 24 hours, and always be available for on-site questions and concerns.
How to Manage a Boutique Hotel
Managing a boutique hotel is a little different from managing a large hotel franchise. Knowing how to manage a small hotel is key, especially when starting out in the business. Read below to learn about four main differences.
1. Boutique Hotels Are More Personal
Boutique hotels often create a personalized experience for guests. Hotel staff is trained to cater to every guest's needs and provide stellar customer service. It's also more common for such services to nurture relationships with frequent hotel guests.
2. Boutique Hotels Have a Smaller Team
Unlike franchise hotels, boutique hotels have a much smaller team. This means that upper-level management should onboard solutions to streamline operations. Since boutique hotels are so focused on great service, you don't want the team to experience work overload. If this occurs, it may result in a negative customer experience.
3. Boutique Hotels Can Be More Flexible
Boutique hotels don't have to abide by the policies and regulations of large hotel chains. So, they have the ability to be more flexible. Decisions about dining, event management, and special requests are more flexible than in other hotels.
4. Marketing a Boutique Hotel Is More Thoughtful
It's not uncommon for a boutique hotel to cater to a niche market. For instance, a boutique hotel in New York City might market themselves as trendy, while one in Nashville might take on a country music theme. With this said, marketing and branding initiatives are more unique
Just because boutique hotels are smaller doesn't mean they are easier to manage. In fact, the close attention to detail that's required to manage a hotel of this caliber might be a greater challenge. It'll require more consideration from the staff. But once you learn how to manage a hotel like this, you'll likely stand out amongst the competition.
How to Manage a Hotel Front Desk
Managing a hotel front desk requires a combination of people skills, knowledge of hotel software, and dedication. Here are five tips to effectively manage a hotel front desk:
1. Hire a Great Team
The front desk staff will likely be the first impression for many hotel guests. Ensure that these employees are friendly, knowledgeable, and attentive. It's also a bonus if front desk team members can multitask.
2. Properly Train the Staff
Once you onboard new team members, be sure to train them in every area of the job. They should be able to handle phone calls, hotel management software, reservation management, check-in and check-out processes, and reviews.
3. Establish a Positive Atmosphere
Maintain a welcoming atmosphere as guests enter the hotel. Ways to do this at the front desk are to keep a clean space, install warm lighting, keep the lobby at an appropriate temperature, and invest in comfortable seating. It's also a plus if you have ways of making the area smell fresh and clean.
4. Use Hotel Technology
Tech solutions can streamline many processes, from hotel room service to hotel conference schedules. Many hospitality software options can help manage reservations, room assignments, and guest requests. Investing in the right tools can completely enhance front desk hotel operations.
5. Be a Resource to Guests
Learning how to manage a hotel front desk entails becoming a resource for guests. For instance, if people visit from outside the area, be able to suggest local attractions, restaurants, and transportation options. It's also ideal for such staff members to be aware of all the hotel's amenities.
After following these steps, staff can successfully manage a hotel front desk. The culmination of tech-savvy skills and attention to detail is sure to be a recipe for success.
Frequently Asked Questions About How to Manage a Hotel
Learning how to manage a hotel successfully is vital if you want to maximize revenue and guest retention. It's also crucial because the hotel industry is such a saturated market. Read on about more ways that hotel leaders can improve their businesses.
How Do I Attract More Guests to My Hotel?
Hotels can attract more guests by creating a stellar experience. Offering great amenities, amazing service, delicious dining options, and more will go a long way.
What Are the Most Effective Marketing Strategies for Hotels?
The most effective marketing strategies for hotels include:
- Social media marketing
- Email marketing strategy
- Restaurant promotions
- Customer rewards program
- Print ads
- SEO tactics
How Can I Improve the Guest Experience at My Hotel?
Hotels can improve the guest experience by making their visits comfortable, convenient, and seamless. The use of hotel tech and hiring an attentive staff should do the trick.
How Do I Manage My Hotel Staff Effectively?
One can manage their hotel staff more effectively by following these steps:
- Nurture a positive culture
- Abide by a particular management style
- Express your vision to the whole team
- Utilize tech to streamline operations
- Reward staff members for great performance
How Can I Ensure that My Hotel Is Clean and Well-Maintained?
Ensure that you hire a maintenance team that can keep your hotel clean and well-maintained at all times. Create a checklist for guests rooms and amenities that include the following steps:
- Ventilate each room for optimal freshness
- Change bed linens and towels each day
- Dust all the furniture and light fixtures
- Mop and vacuum the floors
- Vacuum upholstered furniture
- Disinfect each bathroom
- Wipe down mirrors and windows with glass cleaner
- Remove trash
Now that you know how to manage a hotel, it's time to put your skills to work. From employing the best staff possible to onboarding advanced tech solutions, your hotel business can flourish.