If you haven’t heard of him, Christopher Cowdray is the CEO of Dorchester Collection’s group of luxury hotels. He’s pretty well respected in the hospitality industry, and even won a lifetime achievement award in 2013, for his 30 years of experience.
But achieving that level of success for yourself means adhering to some pretty important rules within the hospitality industry. There are some important things that hotel General Managers need to understand, if you want to build a successful location or even a successful franchise.
One of the first, is always getting guest feedback. The people who stay in your hotels can’t provide you with feedback if you’re not around. That’s why the biggest GM’s are always easy to find in the lobby of the hotel. This means when someone has a problem, you can be the first person notified.
Remember that negative feedback is more important than positive, as well. That’s because the customers who had a positive experience, they are going to come back, and they are going to have positive things to say to their friends. You don’t need to change your operation for them.
The negative feedback however is invaluable. This is where a general manager finds out about what went wrong with the hotel services. If the room was unsatisfactory, the experience was less than phenomenal, these are things the hotel needs to know. Otherwise a bad reputation can get started, and it’s really hard to reinvent a negative impression on a hotel chain.
Keeping up with the times is also of vital importance. A hotel needs to remain relevant, and that means installing all of the comforts one would expect. The problem with older luxury hotels, is that occasionally they can be a bit slow to change with the times. Meaning they don’t realize the importance of WiFi, or satellite television, and the rest of the world’s modern amenities.
Plus, there are a lot of people who travel for business. Business travelers need to have a reliable internet connection. Any hotel that doesn’t afford some form of reliable WIFI is going to be in trouble for that reason. Especially if the location is being passed off as a luxury hotel establishment.