Thursday, August 17, 2017
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Tag Archives: opinion

Focus less on latest amenities, more on guest relations

According to the J.D. Power 2016 North America Guest Satisfaction Index, the hotel industry may be reaching a customer satisfaction plateau as hotel guests come to expect amenities that used to be special perks, such as free wifi, complimentary breakfast and premium bed linens.

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How to kill a sale

I have often been involved in transactions where the seller gave the impression of making it difficult for the buyer to do perfectly reasonable investigations. In one recent matter, the buyer wanted 14 days to make a few reasonable checks on the business. The seller agreed, but would only allow a seven-day period for it all to happen. The buyer felt …

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Cost effective innovation appeals to customer wants and needs

At many of my training workshops, I often receive feedback from apartment-style operators suggesting their properties are – more often than not – viewed as long-stay options and they find it difficult to attract the short-term guest. One quick tip is to ensure that you offer the services that appeal to this market even if you don’t! For example, I recently arrived late at an apartment-style CBD property, and after travelling all day I was starving! My …

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