Five steps to running a successful motel
Dianne Collie, Founding Director of motelsos.com on meeting individual guest needs and essential tips for motel managers
Running a successful motel goes beyond offering a place to stay—it’s about creating a memorable experience that guests will cherish long after they leave.
So, how can you strike the right balance between guest satisfaction and profitability? By mastering these five essential steps, motel managers can not only meet but exceed guest expectations.
As Dianne Collie, Founding Director of motelsos.com, aptly puts it: “Success in this industry is all about personalisation and attention to detail.”
1. Preparation is key
Before check-in time, take the time to review the guest list for the day. Are you welcoming returning patrons, corporate guests requiring meal chargebacks, or visitors with specific needs like ground-floor rooms? Having this information at your fingertips allows you to greet each guest warmly and demonstrate genuine care for their preferences. This thoughtful approach creates a lasting first impression.
2. Take responsibility
As the manager or owner, it’s your duty to personally inspect rooms after housekeeping has finished. Missing essentials such as towels, toilet paper, or coffee sachets—or overlooked tasks like unemptied bins—can tarnish the guest experience. Instead of passing the blame, adopt a proactive approach to ensure that every detail meets the highest standard. This reinforces your role as a responsible and attentive leader.
3. Stay on top of maintenance
Nothing disrupts a guest’s stay more than malfunctioning facilities. Regularly check that televisions, split systems, remotes, and internet connectivity are functioning perfectly. Proactive maintenance prevents unwanted surprises, ensuring that every guest enjoys a smooth and trouble-free experience.
4. Know the layout of your property
Your familiarity with the property’s layout can make a big difference for your guests. Be ready to provide clear and precise directions to parking areas, guest rooms, and other facilities. This attention to detail saves time for your guests and reinforces an image of efficiency and care.
5. Be the local expert
Guests often look to motel staff for recommendations. Equip yourself with detailed knowledge about nearby restaurants and their operating hours, tourist attractions, shopping venues, running trails, and the best routes to key destinations. Offering helpful insights and advice elevates the guest experience, positioning your motel as the preferred choice for future stays.
When you focus on meeting and exceeding your guests’ needs, the rewards are evident: glowing reviews, enthusiastic recommendations, and loyal guests who return and stay longer. These benefits translate directly into increased success and profitability for your business.
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Could not agree with you more Dianne .
Thank you Mario