I’ve been traveling around few continents and places in my life and I’ve always enjoyed to stay in an Hotel where you can get a truly 5 stars service.
Thanks to my business experiences in guest houses and serviced apartments, I’ve learned how to appreciate more the effort behind offering a superlative customer service and the difference between being profitable and not.
Many people do not understand what it takes to be at the top of tripadvisor for the cheap and medium level of the market.
The top end on the contrary doesn’t really care about the tripadvisor because that isn’t really their pool of customer (or it wasn’t… things are changing right now).
One of the first big advice that I’ll give to any hotelieur is to do three things:
- stay in your hotels competitors (the one ahead of you and one behind, you can learn from both of them what to do and what not to do)
- stay in your own hotel as a guest!
- hire a secret inspector (me 😀 )
I still remember when I forced my revenue manager to stay as a guest in our small hotel. It is really at that moment that she could compare the level of what we are offering with how much we are charging the customers. At the same time she noticed some costs that we could cut because we were offering services for free that the customers weren’t really interested.