Here Is What Other Hotel Managers Are Doing

Here Is What Other Hotel Managers Are Doing, Recommend Article Article Comments Print ArticleShare this article on FacebookShare this article on TwitterShare this article on LinkedinShare this article on DeliciousShare this article on DiggShare this article on RedditShare this article on PinterestExpert Author Charles I. Omedo

Have you ever bothered to know what other hotel managers are doing differently? Or put simply, have you ever wanted to know the secrets of other hotel businesses and what is making them successful above your own business? Do you know there is always something to learn from the competition? The competition is not necessarily there to frighten or put you on edge, but to provide lessons that could be copied and replicated in your own business arena. What then are other hotel managers doing differently that you are not doing, or what new things are they doing to add value to their businesses today?

What they are doing differently might not necessarily be technical in nature, so if you're looking to see what new renovations or facilities they have installed in their hotel premises, you might be looking at the wrong picture. What they are doing might simply be applying the LEAF strategy, and this must definitely have been working for them as you would soon find out. LEAF - Listen, Empathise, Action, Follow up:

Listen: Customers sometimes want to get things off their chests and you need to listen. Listening to your customers enables you to design plans and products that cater to their needs and objectives, and it also allows you to take care of issues and complaints and suggestions along the way. Why shouldn't you listen to your customers when they are actually the ones that keep you in business, and when your business has been established with them in mind? Learn to listen to your hotel customers because this is what other hotel managers are doing, and you must teach your staffs to do the same.

Empathise: You must always learn to emphasise by understanding your customer's points of view, and apologising without taking things personally. Apologising does not necessarily mean that you are accepting responsibility for something (because some customers can be particularly difficult) but it shows that you have listened and understood their complaints. Empathising shows that you care about the way the customer feels and would sure take steps to address the situation - this is what other hotel managers are doing that you might possibly not have been doing.

Action: Customers expect actions to be taken when they raise hell over issues, however minor, and you must rise to the occasion to show that you are taking action. Your action must be to address and resolve their concerns, and you must achieve this without appearing forced or incapacitated. You might even ask the customer what actions they expect to be taken, and then see what you can do in the light of the circumstance.

Follow up: Get back to the customer after action has been taken to see if they are satisfied with the results achieved. If the action is good and successful, you might need to pass the solution to other staffs so that they can apply it when faced with similar situations. Ask the customers for their opinions and feedback or reviews and for more ways to please them. Let them feel involved in contributing to the growth of hotel business because your business is actually targeted to them in the first place - this is what other hotel managers are doing and which you must also start doing today.

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