Hospitality Property School https://keystonehospitalitydevelopment.com/ Hospitality Property School is a division of Keystone Hospitality Development Consulting. Specialising in Hotel, Inn Bed & Breakfast, & Resort Development Strategists. Wed, 06 Dec 2017 15:10:13 +0000 en-CA hourly 1 We at Keystone Hospitality Development Consulting, feel that every customer of a hospitality property has the right to experience a smoothly operated, friendly, comfortable, safe place to stay. We also feel that the work atmosphere should be a place where staff and management can feel fulfilled and dedicated, with a sense of loyalty.<br /> <br /> We at Keystone HDC, are consultants that have come together with decades of Hotel, Inn, Bed & Breakfast, and Resort visitation experience. <br /> <br /> We have spent 1000's of hotel nights in properties of all sizes and classes worldwide, conducting countless site inspections for a number of world-class tour and travel companies, as well as received feedback from 100,000's of customers.<br /> <br /> This knowledge has given us a unique insight into the wants, needs and requirements of the personal, group travellers, employees and management.<br /> <br /> We offer strategies for, and aid in the development of a Hospitality Properties own unique brand and goals; as well as increase its patronage and profit while keeping its individual integrity.<br /> <br /> Why?<br /> <br /> We want to contribute, with patients and caring to a strategic vision for every Hotel, Inn, Bed & Breakfast, and Resort wishing to create a happy and fulfilling experience for their clientele and employees.<br /> <br /> Gerry MacPherson: Travel Authority Specialist, Hospitality Property Strategist clean Gerry MacPherson: Travel Authority Specialist, Hospitality Property Strategist info@keystonehospitalitydevelopment.com info@keystonehospitalitydevelopment.com (Gerry MacPherson: Travel Authority Specialist, Hospitality Property Strategist) Copyright © Keystone HDC 2016. All Rights Reserved. Making Your Hospitality Property Successful Hospitality Property School http://keystonehospitalitydevelopment.com/images/HospitalityPropertySchoolLogo1.png https://keystonehospitalitydevelopment.com/ TV-G By-weekly KHDC 077 – Enhance Your Business with Your Housekeeping Department http://keystonehospitalitydevelopment.com/khdc077/ Tue, 05 Dec 2017 06:20:47 +0000 http://keystonehospitalitydevelopment.com/?p=14337 http://keystonehospitalitydevelopment.com/khdc077/#respond http://keystonehospitalitydevelopment.com/khdc077/feed/ 0 <p>Housekeeping departments can be the largest team on a property. How can you develop them to enhance a guest experience? Welcome to another edition of Hospitality Property School. Today I’m going to look at Hospitality Property Housekeeping Departments.     When visiting any property, at the absolute minimum I expect two things: A comfortable [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc077/">KHDC 077 – Enhance Your Business with Your Housekeeping Department</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Housekeeping departments can be the largest team on a property. How can you develop them to enhance a guest experience?

Welcome to another edition of Hospitality Property School.

Today I’m going to look at Hospitality Property Housekeeping Departments.

 

 

When visiting any property, at the absolute minimum I expect two things:

A comfortable bed 

A clean building

 

Nothing sends a stronger message than a spotless property and the general condition of guestrooms. This can be a highly significant factor in a customer experience and the tipping point of whether they say for the night or not.

 

Housekeeping teams are normally the largest on a property and quite often guests will interact with them at some point during their stay making them arguably, a crucial element in any visitor’s experience.

 

Which makes them very important, as with any service, the more you are able to meet the consumer’s wants and needs, the easier it is to generate repeat business.

 

Housekeeping in any hospitality property is a very physically challenging job that includes many, different duties. On the average property, a housekeeper can be responsible for cleaning up to 16 rooms per shift (this number may vary based on the size of the property, the room and the number of beds). And a housekeeper, to do a thorough job, could take up to thirty minutes to do one room carrying out the following tasks:

  • making beds
  • tidying rooms
  • cleaning and polishing toilets, taps, sinks, bathtubs and mirrors
  • washing floors
  • removing stains
  • vacuuming

 

This constant repetition makes housekeepers are more susceptible to injury.

 

  • heavy physical workload and excessive bodily motions which are a high risk of back injuries
  • forceful upper limb motions in awkward positions which are a high risk for neck or shoulder and arm injuries

 

Limited space requires workers to use many uncomfortable postures.

Such as:

  • standing or walking
  • stooping
  • squatting
  • kneeling
  • stretching
  • reaching
  • bending
  • twisting
  • crouching

In addition, forceful movements while using awkward body positions include lifting mattresses, cleaning tiles, and vacuuming every shift.

 

Housekeeping is a physically demanding and very tiring job.

 

It’s easy to overlook the challenges that the housekeepers and their managers face. It takes a highly organised and dedicated team player to oversee a department, and the ability to manage people plays a huge role. With time-pressured daily targets, motivating and retaining great employees, the pressures can be difficult.

 

Employee turnover can be high and seasonal so navigating new staff through training is also very taxing, but that being said, with a structured organizational system in place, the training does not have to be an uphill battle.

 

It is imperative you have and implement a full organizational system in place that includes:

Training

Policies

Checklists

Communication

 

If your system is working, you can not only give your housekeeping staff the tools they require to a professional job onsite but the opportunity to go above and beyond for guests, from organizing dry cleaning and shoe polishing to being an ambassador for your property.

 

It’s the little elements that housekeeping can capitalise on, turning your hospitality property into an experience rather than a just a place with a bed to sleep.

 

Your housekeeping team represents your brand, and exceptional performance in this department can provide a competitive advantage.

 

Housekeeping is no longer just about cleaning and maintaining various surfaces in a hospitality property. If a property utilises housekeeping departments in an effective and organised manner, it is guaranteed to lead to the hospitality properties growth and profitability and satisfied guests.

 

In Conclusion

The tasks performed by housekeeping departments are pivotal to the daily operation and success of any hospitality property.

If you recognize the importance of your housekeeping department and have designed your team to be an effective ambassador for your property, you are setting yourself up as an industry leader. If not, be prepared to slip behind your competition.

 

If you have any stories about your housekeeping departments has changed and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC077

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 077 – Enhance Your Business with Your Housekeeping Department appeared first on Keystone HDC.

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Keystone HDC 7:16
KHDC 076 – How Hospitality Property Customer Service Has Changed http://keystonehospitalitydevelopment.com/khdc076/ Tue, 28 Nov 2017 06:20:36 +0000 http://keystonehospitalitydevelopment.com/?p=14322 http://keystonehospitalitydevelopment.com/khdc076/#respond http://keystonehospitalitydevelopment.com/khdc076/feed/ 0 <p>With the dramatic revolution of hospitality property technology, social media and competition, how has customer service changed? Welcome to another edition of Hospitality Property School. Today I’m going to look at how customer service has changed in the hospitality property industry.     Basically, customer service has not changed. It has always been, and [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc076/">KHDC 076 – How Hospitality Property Customer Service Has Changed</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

With the dramatic revolution of hospitality property technology, social media and competition, how has customer service changed?

Welcome to another edition of Hospitality Property School.

Today I’m going to look at how customer service has changed in the hospitality property industry.

 

 

Basically, customer service has not changed. It has always been, and ought to remain, the same.

 

Customer service is about giving a customer what they need and making sure they are happy with what you have delivered. Whether it’s responding to a question, resolving a problem, or satisfying a request, it’s about fulfilling wishes and making people delighted.

 

So, is this a question we never need ask?

Of course not!

 

While the basic of great customer service are timeless, there has been a swing in the way hospitality businesses can connect with guests and ways they can use to present the quality service all guests desire. Also, the needs and expediencies of guests have changed.

 

It is reported that 97% of world-wide consumers say that customer service is essential in their selection of and loyalty to a hospitality property brand and 76% say they see customer service as the true test of how much a property values them. Hospitality companies need to adopt any process that allows them to improve their quality of customer service.

 

There was a great article published on SiteMinder called “4 Fascinating Ways Customer Service has Changed in the Hotel Industry” on November 24th, 2017 that shared a few examples of how the past and present have deviated.

 

Change number #1
Guests have a new set of expectations

Where travel may once have been a novelty and a rarity, it’s now an accepted part of everyday life for most people. It would be strange to not take a few trips each year, either for work or leisure. In fact, 83% of survey respondents now view travel as a right, not a luxury.

This means guests will have preconceived expectations about their stay at a hotel and if it doesn’t match the standards they set in their own life, there’s going to be problems. They want unique and exhilarating experiences but also expect a certain level of control over their stay.

Customers expect you to honour the same offers in all channels; online, in person, on mobile, or over the phone, and they expect you to let them move between channels without it being a hassle. A credit card given over the phone should be saved on file for when the customer is at the hotel.

The definition of timeliness has also evolved from a customer standpoint. They now expect 24-hour service and an almost instant response to any enquiry they have.

Customers now expect 24-hour service and an almost instant response to any enquiry

 

Change number #2
Technology makes service easier on both sides of the fence

The constant progression of technology like mobile, apps, and in-room features makes it much easier for guests to lodge their requests, and for you to answer them. It’s now a simple task to stay in touch with guests throughout the booking journey to accommodate their needs at all times.

 

Pre-stay, hotels can give guests the choices of whether to check-in prior to arrival, of upgrades, of optional amenities and of early check-in. Upon arrival, guests may speak to a front desk clerk or go to a self-service kiosk to pick up keys, even go straight to their room via mobile check-in and room keys. During the stay, guests can order or book amenities at the touch of a button from a tablet in their room.

 

As Virtuoso CEO Matthew Upchurch brilliantly puts it: “Automate the predictable so you can humanise the exceptional.”

 

Change number #3
The world has gone mobile

Travellers are now extremely self-reliant thanks to the emergence of smartphones. They can now research, learn, navigate, and make bookings from the small device in their pocket.

 

Instant access to information is now taken for granted. As customer-centric businesses, hotels need to be active in the mobile space, without exception. This means possessing a mobile-friendly website, creating a mobile app, selling mobile-only promotions, and integrating in-room technology with mobile technology. The fact that over 75% of transactions will be completed via mobile by 2020 should be enough to convince reluctant properties of this necessity.

 

Mobile is simply a better and faster way of doing business. More than 70% of consumers already stopped doing business with a company because of a bad service experience. A poor mobile interaction could be the catalyst for this is hotels don’t get it right.

 

Change number #4
Social media is providing new opportunities (and potential pitfalls)

Over the past decade social media channels like Facebook have steadily infiltrated and influenced our daily lives – so much so that the majority of the content we consume is via social media. Businesses naturally have a strong presence there (if they don’t, they should!) and customers expect to find inspiration, knowledge, and entertainment there.

 

Social media is a fantastic way for hotels to build and engage with their audience in new, exciting, and more personal ways. It can really help to make life more fluid for guests if they can book right there from a Facebook page and live chat bots or assistants can provide almost instant 24-hour help.

 

However, social media is a very public forum and the visibility of negative comments from a disgruntled guests can be very high, meaning businesses have to be even more vigilant with how they deal with customers and what information they make public. Any delay in responding to comments on social media could be dire, with 66% of users expecting a response within 24 hours.

 

The most important thing to remember is that it takes more than a friendly smile to deliver a great guest service – it demands hotel systems that are set up to provide consistency across all channels that involve guest interaction.

 

If you have any stories about how customer service has changed and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC076

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 076 – How Hospitality Property Customer Service Has Changed appeared first on Keystone HDC.

]]>
Keystone HDC 9:10
KHDC 075 – What Happens to Hotel Soap? http://keystonehospitalitydevelopment.com/khdc075/ Tue, 21 Nov 2017 06:20:26 +0000 http://keystonehospitalitydevelopment.com/?p=14311 http://keystonehospitalitydevelopment.com/khdc075/#respond http://keystonehospitalitydevelopment.com/khdc075/feed/ 0 <p>Soap, health & hygiene have a huge impact in our world, yet the hotel industry is tossing million bars of soap every day. Welcome to another edition of Hospitality Property School. Today, I’m going to talk about recycling hotel soap.     You might be scratching your head thinking, “What did he just say?” [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc075/">KHDC 075 – What Happens to Hotel Soap?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Soap, health & hygiene have a huge impact in our world, yet the hotel industry is tossing million bars of soap every day.

Welcome to another edition of Hospitality Property School.

Today, I’m going to talk about recycling hotel soap.

 

 

You might be scratching your head thinking, “What did he just say?”

 

You understood correctly. Today I’m talking about recycling hotel soap.

 

Now, in this podcast, I’m going to do something a little different.

 

A few months ago, I read a story that has stuck with me and I have been planning to share it with you for a while, but was not quite sure how I wanted to do it.

Well, I have decided to share it just as I read it. I am going to read the story to you.

 

It was presented a few months back on CNN’s Business Traveller by Kate Springer and it was called

 

The Company Cleaning Up the World’s Biggest Hotels”

 

Next time you check out of a hotel, spare a thought for the barely touched bar of soap left behind in your room.

Around the world, five million hotel soaps make their way to landfills every single day.

But Clean the World aims turn those discarded slabs into a life-changing commodity.   

With recycling centers in the United States and Hong Kong, the not-for-profit corporation has partnered with 5,000 hotels internationally to recycle soap from nearly one million hotel rooms daily, distributing them instead to families, schools and organizations in need.

Why? UNICEF estimates that 1.4 million children a year die from diseases such as pneumonia and cholera, easily preventable with better hygiene.

“Soap and health and hygiene have a huge impact in our world,” founder Shawn Seipler tells CNN.

“Soap impacts health. Soap impacts one’s environment. Soap impacts economic issues. Soap impacts the rate at which infectious disease spreads.”

 

Confessions of a Frequent Flyer

Before starting Clean the World in 2009, Seipler was like most business travelers.

As the vice president of a global technology company, he traveled constantly, staying no more than a few nights at a time at any given hotel.

Again and again, he noticed that his hotel soap disappeared overnight, even if he’d hardly touched it.

“One day, I called the front desk at the hotel I was staying at and asked them what happened to the soap when I was done with it. They said it was discarded,” recalls Seipler.

He did some research and discovered that the hotel industry was tossing million bars of soap every day.

Seipler didn’t immediately know how or what he would do with this information, but further investigation led him to an important connection.

At the time, he found that nine million children died every year from pneumonia and gastrointestinal diseases.

“Countless studies showed that if we gave these children soap and talked to them about how and when to wash their hands, we could cut those deaths in half,” says Seipler.

“With the amount of soap we were throwing away globally, I was surprised that nobody had put this together before us.”

 

Scrubbing In

Seipler learned how to recycle soap, but the operation was scrappy at first.

“My family and I established a recycling center in a single car garage in downtown Orlando, Florida,” Seipler recalls.

“We all sat around on upside-down pickle buckets, with potato peelers. We would scrape soap, had a meat grinder to break it down, and cookers to melt it. We had wood soap molds and racks to fan down the soap when it was done re-badging (adding logos).”

The power would cut out in the house every 30 minutes, and the police even stopped by once with a few suspicions.

“That was our first factory. All day at work and we would make 500 bars of soap,” Seipler says.

They eventually ramped up the process after establishing their first major hotel partnership, with Marriott International, and logistics partnerships with UPS and Guest Supply, a supplier of hotel room toiletries.

 

Expanding to Asia

In 2014, Clean the World expanded its footprint to Asia, home to some of the world’s most impoverished communities.

“There are millions of hotel rooms in Asia and there is a tremendous need for soap, especially in areas of Southeast Asia and in India,” says Seipler.

With a recycling factory in Hong Kong, the organization partnered with some of the largest brands in Asia, including The Mandarin Oriental, The Peninsula Hong Kong, InterContinental Grand Stanford Hong Kong and Sands China.

One of the earliest regional partners, The Venetian Macao — the largest casino in the world — has diverted approximately three million bars, making it one of the largest contributors.

“I don’t think most people realize that there are people around the world dying because they don’t have access to basic hygiene such as being able to wash hands with soap,” Syed Mubarak, director of sustainability for Venetian Macau, tells CNN.

“My feeling is that awareness of the environment, of recycling and of waste handling have increased in general in Asia, and in the hospitality sector.”

Seipler says the main push back from hotels is the cost — about $1 per room, per month.

This fee, he says, includes collection, logistics, impact reports, recycling and re-distribution to charities across Asia that give soaps with hygiene education to under-served communities.

 

Squeaky Clean Soap

In a 1,200-square-foot factory in Hong Kong, the organization scrubs, sorts and recycles 50,000-60,000 bars of soap, or 50 to 60 tons, a month.

The process begins with a thorough cleaning, where volunteers scrape soap free of hair and fibers.

Then it’s on to sorting: Holiday Inn Macau’s oatmeal bars, Aloft Taipei’s bright blue soaps, and the W’s green suds stay together, while more generic white soaps can mix and mingle.

“This step is important, because some of the soaps are harder than others. If a soap is harder, it takes longer to process,” factory director Alex Chin tells CNN. “So it’s more efficient to mix together soft and hard soaps.”

From there, the soap is crushed and shaved into pretty ribbons, nicknamed “soap noodles,” then sterilized.

The last step requires further pummeling, until the soap is broken down into an almost chalky texture.

A powerful mixer churns soap into a rectangular mold, and stamps it with a fresh Clean the World logo — squeaky clean and ready for a new home.

Recycled Hotel Soap

I liked that story.

 

If you have any stories about recycling hotel soap or of any ways of giving back would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC075

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

Picture Credit:

CNN’s Business Traveller by Kate Springer

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 075 – What Happens to Hotel Soap? appeared first on Keystone HDC.

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Keystone HDC 9:56
KHDC 074 – How a Property Management System Works http://keystonehospitalitydevelopment.com/khdc074/ Tue, 14 Nov 2017 06:20:06 +0000 http://keystonehospitalitydevelopment.com/?p=14303 http://keystonehospitalitydevelopment.com/khdc074/#respond http://keystonehospitalitydevelopment.com/khdc074/feed/ 0 <p>A property management system, the heart of a hospitality property, is a systematized process that manages the link between guests & services. Welcome to another edition of Hospitality Property School. Today I’m going to talk about Property Management Systems.     Your property management system or PMS, also known as a front desk system, is the heart of [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc074/">KHDC 074 – How a Property Management System Works</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

A property management system, the heart of a hospitality property, is a systematized process that manages the link between guests & services.

Welcome to another edition of Hospitality Property School.

Today I’m going to talk about Property Management Systems.

 

 

Your property management system or PMS, also known as a front desk system, is the heart of any hospitality property. It is the systematized mechanism that oversees and coordinates the relationship between the customer and your services.

Without one, a hospitality property will labour to professionally manage all of their daily operational tasks.

 

What are the benefits of a property management system?

In choosing the variety of options available to you, it’s important to think about what features would best suit your hotel, resort, inn or bed & breakfast.

 

Here are the top features you should consider when making your selection.

 

  1. A system that streamlines your front-desk management

Your PMS should give you all the tools you need to be totally systematized in running your hospitality property.

To give your guests the best customer service from the moment they arrive to the moment they leave, you should be able to easily:

  • Check guests in and out
  • See all of your reservations on a calendar page
  • Add additional rooms and extra sale items to a booking
  • Add rate-plans to existing rooms
  • Closeout specific rooms for a thorough cleaning”
  • Ability to move existing bookings
  • Produce invoices
  • To keep track of your returning guests

All the information you need in one place, with the ability to complete necessary tasks faster.

 

  1. Gives you freedom from your desk

Your system should be cloud-based.

No matter what device you are using, you need to be able to access your backend system.

You need to have the capability of going about your day and still keep an eye on your reservations. All you need is your smartphone or tablet.

 

  1. Manages sales channels effortlessly

If you don’t have a system that allocates your rooms in an orderly fashion, you run the risk of double booking your rooms – resulting in upset guests, lost revenue, and wasted time to try to remedy the problem.

That is why the PMS you choose should also serve as your channel manager. This means that travellers booking hotels through online travel agents (OTAs) see your availability as it is updated in real-time because your property management system distributes all of your available rooms across a number of booking sites.

The channel manager element should:

  • Allow for live rate and availability updates
  • Allow you to manage all your booking sites from one place
  • Allow you to upload your inventory 400 days in advance
  • Allow you to easily see an overview of how your channels are tracking

Because your inventory is automatically decreased across all sites when a booking is made from any site, no manual work involved, and you maximise your revenue. This method of distribution is called the ‘pooled inventory‘.

Pooled inventory means that you evenly distribute all your available rooms across a number of sites – including your own website. In this case, all inventory is automatically reduced across all booking sites when booking made from any site.

 

  1. Accommodates international bookings

Making sure global travellers can easily book with you should be a top priority for any hospitality property. Your PMS system should help you do this by:

  • Allowing you to partner with international OTAs. The more sites it connects you to, the better.
  • For example, Little Hotelier connects with hundreds of different booking sites. https://www.littlehotelier.com/
  • Providing multi-language & currency options. It should support at least 5 languages and at least 80 different currencies.

The fact that global travellers can go to your website and book means that you don’t need to manually accept bookings.

 

  1. Manages guest communications

Your PMS must make it easy for you to communicate with your guests in a systematized way. This means that you can send pre and post visit emails, and customise each email template to match your brand’s look and feel.

If a guest’s experience is inconsistent, it will reflect badly on you. All hospitality property – regardless of size – should strive to be as professional as possible. Each and every guest needs to receive the same level of service.

 

  1. Increases revenue per customer

In addition to increasing your number of guests, you should also work on increasing profits from each guest.

Your property management system should allow you to:

  • Package extraslike late check-out, breakfast, and spa packages
  • Customise upsells
  • Add extra sale items to reservations during your guests’ stay

Upselling relevant products and services to your guests can give them a more pleasant stay while adding to your bottom line.

 

If you have any stories about Using Property Management System for Your Hospitality Property and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC074

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

The post KHDC 074 – How a Property Management System Works appeared first on Keystone HDC.

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Keystone HDC 7:45
KHDC 073 – The “Hospitality Property School Group” http://keystonehospitalitydevelopment.com/khdc073/ Tue, 07 Nov 2017 09:06:42 +0000 http://keystonehospitalitydevelopment.com/?p=14275 http://keystonehospitalitydevelopment.com/khdc073/#respond http://keystonehospitalitydevelopment.com/khdc073/feed/ 0 <p>Do you know that your hospitality property can have the same success as a Hilton, Marriott or Four Seasons? Welcome to another addition of hospitality property school. Today, I’m excited to introduce you to the “Hospitality Property School Group”.   Your hospitality property can have the same success as Hilton, Marriott or Four Seasons. [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc073/">KHDC 073 – The “Hospitality Property School Group”</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Do you know that your hospitality property can have the same success as a Hilton, Marriott or Four Seasons?

Welcome to another addition of hospitality property school.

Today, I’m excited to introduce you to the “Hospitality Property School Group”.

 

Your hospitality property can have the same success as Hilton, Marriott or Four Seasons. As successful as chains are today, they all started as one property. Stay until the end and I’ll tell you how.

 

Many hospitality property owners and managers are so consumed with the day-to-day operation of the property that maintaining or developing branding, enhanced marketing, ongoing employee training & facility upgrades are put on the back burner.

  • So what can happen if things start to slide?
  • You might begin to feel overwhelmed
  • Standards will start to drop
  • Morale will deteriorate
  • Customers will stop booking
  • Revenues will fly out the window

 

So, what can you do if you find yourself in a rut? Humans are designed to be social and to learn from observation and experience. You need a place you can turn to, where professional, such as yourself, understand what you are experiencing and you can share with you up to date advice, ideas, and strategies.

 

Introducing the Hospitality Property School Group.

This group is a division of Keystone HDC and is designed to be beneficial to hospitality properties of all sizes and categories. From Bed & Breakfasts to Inn to Resorts to Hotels.

  • Within the group you’ll have the opportunity to ask questions, share best practices, promote your property etc.
  • Every week a video will be posted with updates & answers to questions
  • Every week, 1 or 2 new training tutorials will be added to the group until the full Guide to Training Tutorials is posted.

 

They will be categorized as follows:

  • Organizational Structure
  • Employee Development
  • Marketing

Property Management System

Guest Service

Website Design

EmployeesYou will also have easy access to all the Hospitality Property School Video Podcasts archives as well as any new video podcasts as they are produced.You will be able to watch the training tutorials, the video podcasts and listen to the interviews when it fits into your schedule. 

This is your group, so we want you to benefit to the fullest.

 

Result & Benefits

  • What can your product do and how can it benefit your end user
  • Demonstrate any unique features or selling points

 

If you go online and search social media sites, you can find groups in the hospitality property industry you could join, but none of them offer the social interaction, ongoing training tutorials, interviews with industry specialists, and specials offers.

 

The training tutorials that will be included for group members, are the combined result of hospitality industry authorities, who have travelled worldwide for decades gathering hospitality property experience and expertise.

 

Whether your hospitality property is a one or two person Bed and Breakfast or a 500 room luxury hotel, a workable organizational strategy is a must. The training tutorials will explain why you need a strategy in place and how you can develop a customized plan for your own property.

 

Finding and retaining great employees can be a challenge in any hospitality industry. The techniques you will learn will rival the success of most worldwide hotel chains.

 

Your property can be running like a well-oiled machine and your staff can be incredible but if nobody knows you’re there – what’s the use? Marketing is like a live organism and that is constantly changing and we will show you what marketing techniques work and what to look for in the future.

 

And how you compared your competition? How do your guests see your property? Will show you ways to step back and look at your property objectively.

 

If you are a hospitality property owner or manager that at times struggles with the day to day operation of your hospitality property, are looking for better ways to utilize the hours in your day, hoping to increase your patronage or want to increase your bottom line, then click below to get involved.

 

 

 

 

 

 

 

 

 

The post KHDC 073 – The “Hospitality Property School Group” appeared first on Keystone HDC.

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Keystone HDC 3:18
KHDC 072 – Hospitality Property School Continues to Grow http://keystonehospitalitydevelopment.com/khdc072/ Tue, 31 Oct 2017 09:49:16 +0000 http://keystonehospitalitydevelopment.com/?p=14265 http://keystonehospitalitydevelopment.com/khdc072/#respond http://keystonehospitalitydevelopment.com/khdc072/feed/ 0 <p>  Hospitality Property School continues to offer strategies to help Hotels, Resorts, Inns and Bed & Breakfasts increase their patronage & profit. Welcome to another addition of Hospitality Property School. Today, I’m going do something a little different. I am not going to have a normal podcast today because we at Keystone Hospitality Development [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc072/">KHDC 072 – Hospitality Property School Continues to Grow</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

 

Hospitality Property School continues to offer strategies to help Hotels, Resorts, Inns and Bed & Breakfasts increase their patronage & profit.

Welcome to another addition of Hospitality Property School.

Today, I’m going do something a little different. I am not going to have a normal podcast today because we at Keystone Hospitality Development Consulting are getting ready for a huge announcement next week.

 

Now, if have just stumbled on to this podcast for the first time and you don’t know who we are, let me tell you.

 

We are travel authorities that have come together with decades of hotel, resort, inn and bed & breakfast visitation experience.

 

This knowledge has given us at Keystone HDC the unique insight into the wants, needs, and requirements of the individual and group travellers, as well as the wants, needs and requirements of property owners and their employees.

 

Our aim, with these weekly podcasts, is to impart our expertise to owners and managers of hospitality properties.

 

Some of the topics that we have covered in past podcasts have include:

  • Organizational Structure
  • Employee Development
  • Hospitality Property Challenges
  • Customer Service
  • Revenue Management
  • Marketing
  • Social Media

 

And we have no intention of stopping.

 

We will continue to offer strategies to help you increase your patronage and profit while keeping your properties individual integrity.

 

And you never have to worry about taking notes when listening to these podcasts as all the key points and suggestions for each episode will be included in show notes on keystonehospitalitydevelopment.com.

 

We want to make it easy for you to be able to benefit from our knowledge.

 

As I had mentioned at the beginning of this podcast, we are getting ready to make a huge announcement next week that we know will be have a huge benefit to hospitality properties worldwide

 

Make sure you subscribe to this channel so you don’t miss out.

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

keystonehospitalitydevelopment.com/KHDC072

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 072 – Hospitality Property School Continues to Grow appeared first on Keystone HDC.

]]>
Keystone HDC 3:59
KHDC 071 – How to Market Your Hospitality Property with Pinterest http://keystonehospitalitydevelopment.com/khdc071/ Tue, 24 Oct 2017 05:20:40 +0000 http://keystonehospitalitydevelopment.com/?p=14254 http://keystonehospitalitydevelopment.com/khdc071/#respond http://keystonehospitalitydevelopment.com/khdc071/feed/ 0 <p>How to use Pinterest to display your hospitality properties personality, values and the best you have to offer. Welcome to another addition of hospitality property school. I am your instructor, Gerry MacPherson and today, I’m going talk about Using Pinterest for Your Hospitality Property   Pinterest was among the most popular social networks in [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc071/">KHDC 071 – How to Market Your Hospitality Property with Pinterest</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

How to use Pinterest to display your hospitality properties personality, values and the best you have to offer.

Welcome to another addition of hospitality property school.

I am your instructor, Gerry MacPherson and today, I’m going talk about Using Pinterest for Your Hospitality Property

 

Pinterest was among the most popular social networks in 2015 with it increasing their user base by 97%.

 

So what is Pinterest and how does it work?

Pinterest it is a collection of pictures that show up on a board.

The pictures or images are called “pins” which are visual bookmarks. All the images uploaded can link back to their original location. This allows many people to share the same pin or image with their own commentary while still linking back to the original content.

So, if you upload a pin of your hospitality property and it get repined, it will still link back to your website.

It’s important to get to know your audience as there are many imaginative ways to organize and share boards. Users have the option to follow you or follow specific boards that pertain to their individual interests.

 

How to Create a Pinterest Strategy for Your Hospitality Property

 

Boards About Your Hotel

First, create boards that are directly related to your hospitality property and destination. Name your first board after your property.

Fill your property board with images from your website and any other images from the photo shoot. Photos do best when they are clear and bright, so make sure to upload only quality images.

 

Boards About Your Region

Second, create a board that focuses on your property’s region. You could showcase information on the most popular local attractions, restaurants, etc.

 

Hotel Details Board

Next, get specific about your property. Create boards for your restaurant, bar, spa, gift shop, any specials you offer.

 

More Ideas

Now, create boards that showcase what makes your property different.

  • Architecture
  • History
  • A wedding destination
  • Family get away
  • Boards where guest can contribute

 

Create a Business Account

You’ll want to create a business accounts for your property, it let you create ads, while personal accounts do not.

Pinterest has an entire business tools page to help you navigate your business account. They offer brand guidelines, analytics help, among many other tools.

 

Use Google Analytics

You can use tools like Google Analytics to understand the things your guests are interested in. This will help you come up with content ideas for your Pinterest boards. It will take a few weeks for Google to gather useful information.

Once it has collected enough data, you can find audience information inside. After logging in, you can click audience on the left-hand panel. You can get information such as age, gender, and interests.

If you need help, Pinterest offers great getting started guides for businesses to get them started. They highlight what you should pin to give the best experience, how to curate, and inspire your audience.

 

Show What Inspires You

Take your pins beyond your products. For travel, this could mean showcasing travel destinations that have inspired your hospitality property. Hospitality brands, more than anything, are inspired by your love of culture and travel.

 

Curate Your Collection

Pinterest’s suggests beautiful images to specific boards. Topic-focused boards do better than general boards. Users like to know exactly what they should expect from following any given board.

 

Authenticity Matters     

Your Pinterest should be used to display your brand’s personality and values. Showcase what you’re all about and drop what you’re not. Hospitality brands are often fueled by passion, so focus on how and what got you to this point. Don’t try to be anything you’re not and focus on what matters to your guests.

 

Conclusion

Pinterestcan be a lot of fun and their algorithm is formidable, making the experience new and different every time.

There are many travellers on Pinterest and they are looking to be inspired. Your property can be the inspiration for them to a book a trip to stay with you and visit your destination. If you are using Pinterest correctly, it can be a significant source of traffic to your website, a source of bookings and increased profits.

If you have any interesting stories about Using Pinterest for Your Hospitality Property and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC071

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 071 – How to Market Your Hospitality Property with Pinterest appeared first on Keystone HDC.

]]>
Keystone HDC 6:47
KHDC 070 – How to Market Your Hospitality Property Using Instagram http://keystonehospitalitydevelopment.com/khdc070/ Tue, 17 Oct 2017 05:20:24 +0000 http://keystonehospitalitydevelopment.com/?p=14246 http://keystonehospitalitydevelopment.com/khdc070/#respond http://keystonehospitalitydevelopment.com/khdc070/feed/ 0 <p>A recent study showed that only 30.8% of hospitality properties brands are using Instagram. Almost 71% are missing out. Why is this important? Welcome to another addition of hospitality property school. Today, I’m going talk about “How to Market Your Hospitality Property Using Instagram”.   The travel industry has always been visual and hospitality [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc070/">KHDC 070 – How to Market Your Hospitality Property Using Instagram</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

A recent study showed that only 30.8% of hospitality properties brands are using Instagram. Almost 71% are missing out. Why is this important?

Welcome to another addition of hospitality property school.

Today, I’m going talk about “How to Market Your Hospitality Property Using Instagram”.

 

The travel industry has always been visual and hospitality properties have always used images to entice guests.

Hospitality properties have boasted about their location with images to inspire potential guests to book and entice past guests to return.

Instagram is a platform that enables this to happen and every hotel, resort, inn or bed and breakfast should be using it to capitalize on the attention of its young, highly engaged audience.

 

A recent study from Yesmail showed that only 30.8% of hospitality properties brands are using Instagram. That means that almost 71% are missing out. Why is that important?

  • Instagram just surpassed Twitter in total users at 400 million.
  • 75% of Instagram users live outside of the United States
  • More than half of the last 100 million to join are from Europe & Asia.
  • The countries who added the most users include Brazil, Japan, & Indonesia.
  • Instagram is an international social media hotspot and gives your property greater visibility.
  • Not only are its users international, but also young. 53% of users are 18-29 which makes for a lucrative marketing opportunity

So, if you are new to Instagram and are not sure how to benefit to the fullest, here are some tactics to create an engaged followership.

 

Tell Your Story

Instagram gives you the opportunity to expand your hospitality properties story in a different way. Your website and other social media platforms tell one side of your story, and Instagram can expand upon it in a more fascinating way.

A picture is worth a thousand words, and on Instagram you curate pictures to echo with who and what you are.

Properties are often good at defining who they are and what they offer but Instagram give you the opportunity to expand upon what it is that your property is good at.

Scenic travel images and pictures of food tend to do best on this platform, so creating a story around your property should be a fun and exciting task.

 

Use the Correct Hashtags & Appealing Captions

Hashtags help users and brands alike find the photos they are searching for. Hashtags such as any variant of the words “travel,” “explore,” or “wander” can reach potential guests and contribute to an ever-growing community.

Include timely hashtags as well such as #FallColours or #SummerFestival during the appropriate time periods.

We suggest creating a branded hashtag for your property. It should be short and easy to remember so that past, present, and future guests can interact with you.

 

Share Content Beyond Your Property

Sharing content outside your hospitality property can create a more interesting Instagram feed when you include pictures of your guests, local attractions or restaurants, events, etc. Stick true to your story as I have mentioned, and you can share photos that will interest your guests.

 

Post Consistently

Almost every single social media platform will suggest you to post consistently, and the same goes for Instagram. A good rule of thumb is to post once a day and make sure to tag your location.

 

Missed Opportunities

Many travellers and want to be travellers turn to Instagram to escape their daily lives. If your property is not on the platform, you are missing countless opportunities to find and charm potential guests.

 

Conclusion

The best way to get started on Instagram is open a account. Then to learn about what works and what doesn’t is to follow existing popular accounts. When you have an idea of what you would like

  • Find your unique story
  • Use hashtags wisely and write captivating captions
  • Share content beyond your property
  • Pay attention to detail
  • Post Consistently

 

Alright, now it’s time to begin….

 

If you have any interesting stories about “How to Market Your Hospitality Property Using Instagram” and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC070

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

to Operating an Independent Hotel or Bed & Breakfast Training Tutorials,

 

The post KHDC 070 – How to Market Your Hospitality Property Using Instagram appeared first on Keystone HDC.

]]>
Keystone HDC 6:40
KHDC 069 – Are Daily Deals Good for Hospitality Properties? http://keystonehospitalitydevelopment.com/khdc069/ Tue, 10 Oct 2017 05:20:31 +0000 http://keystonehospitalitydevelopment.com/?p=14150 http://keystonehospitalitydevelopment.com/khdc069/#respond http://keystonehospitalitydevelopment.com/khdc069/feed/ 0 <p>Studies show that some hospitality properties can turn a nice profit using daily deals, while others can’t. How does yours rate? Welcome to another addition of hospitality property school. Today, I’m going talk about “Are Daily Deals Good for Hospitality Properties”     In June of 2012, Rice University conducted a 1-year study tracking [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc069/">KHDC 069 – Are Daily Deals Good for Hospitality Properties?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Studies show that some hospitality properties can turn a nice profit using daily deals, while others can’t. How does yours rate?

Welcome to another addition of hospitality property school.

Today, I’m going talk about “Are Daily Deals Good for Hospitality Properties”

 

 

In June of 2012, Rice University conducted a 1-year study tracking activity with daily deal websites. They found that travel and tourism did well, with 68% of participating businesses turning a profit using daily deals.

What is the Goal of Daily Deals?

Daily deals have been criticized for bringing properties a flood of low-quality business that cashes in on the daily deal, and then never returns. This is does not have to be the case for hospitality properties.

Many hospitality property owners have been concerned that only their repeat customers would use the daily deals, thus eating away at revenue they would have made anyway.

 

The data shows that this is not the case.

About 80% of business generated by daily deals is from new customers.

Additionally, 80% of customers who used a daily deal ended up spending more money at the business.

 

This can include hospitality upgrades, additional night stays, restaurant purchases, and more.

Of the new customers that purchased a daily deal, 1/3rd of them became repeat customers making daily deals a genuine strategy for growing a business.

Another measurement to consider is that many customers who buy the deal, use it.

 

For hospitality properties, this is wonderful news.

 

It means that using daily deals, you can generate an extra stream of revenue on vacant inventory.

You’re making free money on inventory that would have gone vacant anyway (which is why you set it aside for daily deal websites).

 

 

Daily Deals are Not Right for Every Property

The study showed that some businesses can turn a nice profit using daily deals, while others can’t. The big winners are smaller independent properties and huge properties, with

   68% of them making a profit.

 

Properties that don’t tend to do well are ones who make between $500,000 and $5 million annually. That said, even some of them made a profit, meaning that the strategy used is important to a property’s success.

 

Some Benefits of Using Daily Deals

  • As previously stated, daily deals are a great way to bring in new customers
  • They are a great way to get real user reviews about your property.
  • It is a way to fill rooms during the off or low seasons.
  • Daily deals are a great way for new properties to gain positive market exposure

 

Make the value in the experience, instead of the discount

Write deals that increase perceived value without eating into your costs. The most profitable deals offer guests things that cost you little, encouraging them to pay for the services that cost you more.

  • Give away two tickets to a local sporting event,
  • Free tickets to a local tour
  • Offer free meals
  • Free upgrades
  • Free entertainment

 

Get guests onto your email list

Find ways to get them to follow you on social media, and to visit your website. Capture them when they stay, so that you can market directly to them again in the future.

 

Things You Have to Keep in Mind

You have to know your costs. Make sure you are aware of what it cast to get a new guest and the pricing of your competitors. This is important if you want to make your deal appealing.

Make sure that your deal is designed to soften disruption. Have the offer valid for specific weekends and make sure each deal has an expiration date.

Place occupancy restrictions on your deals and be realistic with the number of deals you can handle, so you can give the daily deal website a hard cut-off number.

Be sure your staff is ready. Have extra front-desk representatives on hand to handle a busy weekend when you expect many deals to be redeemed.

Make sure your housekeeping is prepared to turn around rooms as quickly as possible, to get them ready for the next daily deal visitor.

 

Daily Deals might not be for everyone but if you plan, it can turn into a nice extra stream of revenue.

 

If you are looking for more information, you can start with the following sites:

 

Groupon

 

http://www.groupon.com/

 

LivingSocial

http://www.livingsocial.com/

 

TravelZoo

http://www.travelzoo.com/

 

RedBalloon

http://www.redballoon.com.au/

 

If you have any interesting stories about Daily Deals for Hospitality Properties and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC069

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 069 – Are Daily Deals Good for Hospitality Properties? appeared first on Keystone HDC.

]]>
Keystone HDC 6:49
KHDC 068 – Marketing Research with Little Money http://keystonehospitalitydevelopment.com/khdc068/ Tue, 03 Oct 2017 05:20:23 +0000 http://keystonehospitalitydevelopment.com/?p=14117 http://keystonehospitalitydevelopment.com/khdc068/#respond http://keystonehospitalitydevelopment.com/khdc068/feed/ 0 <p>Knowing your market is imperative to a successful business but research can be expensive. Here are ways you can do on your own and without much money or training. Welcome to another addition of hospitality property school. Today, I’m going talk about how to conduct market research with little money.   When hospitality properties [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc068/">KHDC 068 – Marketing Research with Little Money</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Knowing your market is imperative to a successful business but research can be expensive. Here are ways you can do on your own and without much money or training.

Welcome to another addition of hospitality property school.

Today, I’m going talk about how to conduct market research with little money.

 

When hospitality properties develop an idea, whether it’s a new service or a redesigned website, marketing research is often the first thing cut due to time or financial limitations.

 

That can make sense.

 

Working with marketing research firms can be very expensive and time consuming. If you haven’t done research before, it is very tempting to skip it and jump right into the development stage.

 

Hold on before you take that next step.

 

There’s a lot of research you can do on your own and without much money or training.

Here are some low-budget ways to do some research and give your service, idea, or designs a better chance.

 

1) Interview Potential and Current Guests

Nothing is freer or more valuable than a conversation.

You might be pleasantly surprised at how willing and forthcoming people will be when prompted by some questions. They could give you insights into what’s working for them and what’s not. That is information that could spin off to other ideas.

You can’t generalise public opinion from a small group, but you can get a sense of which direction to pursue. Building an ongoing message-testing program can take some time but it’s entirely achievable.

 

2) Look at Your Employees

Don’t underestimate the power of gathering data from your current employees.

Your sales and customer service teams can be a valuable resource when it comes to competition, customer feedback, new products and new markets. There is a wealth of data already sitting at your front door, you just need to know how to access it and then interpret it.

This may not result in a high quantity of data, but its quality will be unmatched.

 

3) Take Advantage of Free Secondary Research

Census data, industry associations and other local authorities can give you insight into the bigger picture of your target market and where you will not want to invest.

These secondary research sources collect information on consumer demographics, industry trends and market share — all things that will immediately impact your business and any new ideas you may have.

And don’t forget that a simple Google search can go a long way.

 

4) Use Social Media to Discover Who Cares

Social media can be a valuable tool to test new ideas and concepts and uncover who actually cares about you and your services. Use it to ask questions and then carefully note who responds.

It provides key information about who’s following and interacting with your brand.

 

5) Test Ideas on Your Website

Test your ideas on your website through small tweaks. You can get a lot of information about your site performance from basic analytics about which pages are converting the best or garnering the most consistent traffic.

In addition to basic analytics though, there are some free such as Google Analytics and low-cost tools out there to help you run user testing on your website.

 

6) Trust Your Instincts

Although it may not be the most scientific method of research, “gut instinct” can be very important when launching a new idea or concept.

If you know your customers, your intuition can play a big role in how your brand is developed. This is not to say it should be your only source of research but it should not be discounted when you have gathered information from other factors.

 

7) Observation is a Valuable Tool

Paying close attention to customers and how their needs are changing can be critical to the growth of your business.

By simply observing customer, any small or medium-sized hospitality property should be able to change and adapt very quickly. It may sound obvious, but properties can learn a lot by watching the market and listening to their customers in this way.

 

Conclusion

Keep in mind, in order for market research to have any real benefit to your overall business plan it will need to be done accurately. Poorly executed research can produce results that lead you off course. This means that you should take hearsay and observational research with a grain of salt.

As beneficial as they may be, you don’t want to make major decisions off only one source.

 

If you have any interesting stories about market research with little money and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC068

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 068 – Marketing Research with Little Money appeared first on Keystone HDC.

]]>
Keystone HDC 6:44
KHDC 067 – Reports You Need for Your Revenue Management Strategy http://keystonehospitalitydevelopment.com/khdc067/ Tue, 26 Sep 2017 05:20:06 +0000 http://keystonehospitalitydevelopment.com/?p=14051 http://keystonehospitalitydevelopment.com/khdc067/#respond http://keystonehospitalitydevelopment.com/khdc067/feed/ 0 <p>Creating daily audit reports are necessary for the success of any hospitality property. So, which reports are the most important? Welcome to another addition of hospitality property school. Today, I’m going to take a look at the Reports You Need for Your Revenue Management Strategy        A healthy revenue management strategy requires [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc067/">KHDC 067 – Reports You Need for Your Revenue Management Strategy</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Creating daily audit reports are necessary for the success of any hospitality property. So, which reports are the most important?

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at the Reports You Need for Your Revenue Management Strategy

 

  
 

A healthy revenue management strategy requires daily upkeep.

Many hospitality properties will conduct their reporting in the late evening when most of the check-have arrived and guests are tucked in for the night.

Nightly reports will help you close out the present day and prepare for the next.

 

The List of Reports You Should Run Every Night

 

Room and Tax Report

This report is fairly clear. The room and tax report list all your room revenue and taxes for the day. You want to run this report daily in order to know exactly how much money is coming into your property each day and then use this report to identify possible issues.

 

For example

You can compare it to your arrivals, departures, and continuous reports to make sure that your revenue falls within a normal range for your existing occupancy.

If you decide not to run this report, it could cause you problems.

 

For example

If someone did not check out, but their revenue posted, it will cause accounting problems later on. Instead of having to make an adjustment later, you can catch it immediately and lessen disorder later.

 

Shift Audit Report

Each front desk agent or user needs a shift audit report at the end of their shift or the day. The report includes a breakdown of every transaction sold by category and item. It also should include a breakdown the for methods of payment, including

  • cash
  • credit cards (mastercard, visa, AMEX, etc)
  • and any other means

This should be used for each front desk agent or user to balance their daily shift by checking and balancing each revenue and cost source.

 

The shift audit report needs to include:

  • Cashier or User ID
  • Category/Department Breakdown
  • Payment Type Breakdown

 

Shift Report Sample

 

 

On the top, the transactions are sorted by category and item.

After each item, there is a subtotal and under each category is a department grand total.

Then there is a payments section that lays out each form of accepted payments.

You will then have the grand totals for both departments to compare to the payments grand total – make sure they match.

If the grand totals will not match, you’ll be able to find where the payment discrepancy occurred with these reports.

If these daily audit reports are not complete by staff, it could create accounting problems in the future. These reports allow you to see patterns, track them over time, and identify problems when they occur.

It also helps keep employees in check. A daily report will show discrepancies in the cash flow or inventory levels. If there is missing cash or missing inventory, you’ll know exactly who was in charge during that time period.

Daily audits will help you easily create monthly reports, which help quarterly reports, which then help yearly reports and beyond.

 

 

Departures Report

Every night, your night manager or auditor should create two departure reports, one for the present day and one for the next day.

The present day departures will show everyone who was supposed to check-out that day. This will help identify any guests that didn’t check-out and identify other possible issues such as over bookings.

The next day departure report helps your staff prepare for the next day’s departures. Your front desk needs to know which rooms will be vacant and available for incoming reservations and cleaning staff will need to take the necessary steps to prepare the rooms.

 

Each report should include the following:

  • Room assignment
  • Reservation/Confirmation Number
  • Guest Name
  • Arrival Date
  • Departure Date
  • Room Status (in-house, checked-out)
  • Balance

 

Departure Report Sample

 

If complete nightly departure reports are not done, you could put yourself at risk for overbookings.

 

 

Arrivals Report

The night manager or auditor should also produce the arrivals report that includes the list of arrivals for the upcoming day and includes basic information:

  • Reservation/confirmation number
  • Guest name
  • Arrival date
  • Departure date
  • Number of nights
  • Room type booked
  • Room assignment

 

The report helps you identify which guests have been assigned rooms and those who have not. You have to make sure that the assigned rooms will be open when the guest is scheduled to check-in and assign where unassigned guests will stay.

Use the departure report to ensure the arrivals list match up and make necessary changes.

The arrivals report also helps you keep track of no-shows. If a guest doesn’t check-in and cancels their reservation, your arrivals report will show it. You can then make the necessary changes in your property management system so that your daily audits and departure reports remain accurate.

Arrivals reports help prevent overbookings while enabling you to plan out the day’s logistics.

 

 

Housekeeping Report

The housekeeping report shows the property’s room number, front desk status, housekeeping status, departure dates, and unit type.

This enables the front desk and the housekeeping staff to know which rooms have to be cleaned and by when. Housekeepers need to know which rooms are being checked out of so they can prepare to replace bed clothes, towels, amenities, etc.

This might not be necessary for smaller inns or bed & breakfasts.

Without this report, properties run the risk of check-in delays because rooms are not cleaned.

Also, if guests have not checked-out by the allocated time, housekeeping will know to contact the front desk and get the problem sorted out.

 

 

Continuous Report

A continuous report helps you keep track of guests who have extended their stay. When a guest extends their stay, often, a new reservation will have to be created.

It is also possible that continuous reservations might mean the rate per night is different. The accurate room rate needs to be reported to your room and tax report so all is correct.

If you don’t complete a continuous report, you run the risk of assigning arriving guests to occupied rooms.

 

The six reports will help you keep track of your daily revenue and effectively manage your reservations.

Once you have these reports running effectively, you’re ready for the next step.

The following reports will give your hospitality property a competitive advantage.

 

Sell Strategy Report

The Sell Strategy Report includes;

monthly analyses

market research

customer segment performance

including ADR and RevPar

 

A large branded hospitality property will divide their guests by group in order to see who their most profitable and target them appropriately.

 

Daily Pickup Report

This report shows the daily rates and ADR for any given day and is generally run every day to keep prices active. It helps the revenue management team analyze which rates are selling or not selling for the given day and how to proceed. If rates are meeting their goals and projections, they know they’re on the right track. But, if not, they can make corrections in real-time.

 

Conclusion

Effectively managing your revenue when you’re an independent hospitality property can be difficult. By taking a long-term look at your revenue management strategy and use all the available information with these few reports to your advantage, you too can act like the big boys while staying small.

 

If you have any interesting stories about Your Revenue Management Strategy and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC067

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

The post KHDC 067 – Reports You Need for Your Revenue Management Strategy appeared first on Keystone HDC.

]]>
Keystone HDC 10:35
KHDC 066 – What is Revenue Management? http://keystonehospitalitydevelopment.com/khdc066/ Tue, 19 Sep 2017 05:20:50 +0000 http://keystonehospitalitydevelopment.com/?p=14045 http://keystonehospitalitydevelopment.com/khdc066/#respond http://keystonehospitalitydevelopment.com/khdc066/feed/ 0 <p>A guest room is a perishable product, for this reason, managing pricing and customer happiness remain the very important variables. Welcome to another addition of hospitality property school. Today, I’m going talk about “What is Revenue Management”     Why did you want to become a hospitality property owner?   The idea of becoming a [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc066/">KHDC 066 – What is Revenue Management?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

A guest room is a perishable product, for this reason, managing pricing and customer happiness remain the very important variables.

Welcome to another addition of hospitality property school.

Today, I’m going talk about “What is Revenue Management”

 

 

Why did you want to become a hospitality property owner?

 

  • The idea of becoming a hospitality property owner and greeting guests sounded appealing.

 

  • You were tired of the rat race and wanted to take control of your own destiny.

 

  • Or like most owners, you wanted to make money or even better, to make more money in less time

 

One of the main factors you need to be successful and make more money in less time it is for you to understand revenue management and why it is important.

 

It is what propels hotels, resorts, inns and bed and breakfasts success.

It does not matter the size of your property, a guest room is a perishable product, since the number of guest rooms you have is defined. For this reason, pricing and customer happiness remain the very important variables, which are subject to Hospitality Property Revenue Management.

Efficiently managing rates and availability while watching on all the different key performance markers takes training and talent. Branded hospitality property chains have department that only focus on these reports which results in well-organised revenue management strategy. This is not the same for smaller properties because time and resources are limited, might take a short-term approach to revenue management.

Knowing how to understand the reports is an invaluable resource because they can help hospitality property owners make choices that will result in positive outcomes.

 

Key Performance Indicators (KPIs)

You need to know and understand the following numbers to manage the revenue of your hospitality property.

  • Occupancy Rate
  • Average Daily Rate (ADR)
  • Revenue Per Available Room (RevPar)
  • Total Revenue/Rooms Sold

 

Occupancy Rate 

This is one of the easiest metrics you can check.

It is the percentage of occupied rooms compared to total rooms over a certain period of time.

 

Occupancy = Rooms Occupied / Rooms Available

 

Knowing these numbers will help you create the foundation of your revenue management strategy.

 

Revenue Per Available Room (RevPar)

RevPar is an operation metric which is analysed by multiplying a hospitality properties average daily room rate by its occupancy rate.

You can also analyse RevPar by dividing a hospitality properties revenue by the number of rooms (or beds) it has over a desired period of time.

 

RevPar = Total Room Revenue / Rooms Available

 

RevPar only uses room revenue and does not include other revenue streams such as upgrades, spas, restaurant revenue, etc. You can use this analyse to compare performance to other properties, but it could fluctuate greatly by property type.

 

 

Average Daily Rate (ADR): 

ADR calculates the average price paid per room and helps you determine how much money was brought in per room. You calculate ADR by taking the Room Revenue and dividing it by the number of paid rooms occupied.

 

ADR = Room Revenue / Paid Rooms Occupied

 

ADR only considers the rooms that were sold – does not include vacant rooms.

 

 

Other Important Metrics:

There are other important metrics you need to consider when you create reports.

They include:

  • total rooms sold
  • total revenue
  • revenue divided by category (i.e. rooms. restaurant, spa, etc.)

 

How to Play Like the Big Boys

 

How to approach revenue management

  • Take a Long-Term Approach
  • Use Market Information
  • Analyses

 

One of the major differences between large-branded hospitality property and smaller independent properties is forecasting.

Quite often, an independent property owner will look at the current month’s revenue & forecast and might decisions that will affect the entire year. A larger or branded hospitality property will take a look at how the current day and month play into the season, quarter, and year.

Even though smaller independent hospitality properties do not have the same resources as larger properties, there are a few things you can do.

 

Take a Long-Term Approach

When you only look at your revenue strategy on a monthly, your property could be leaving money on the table. Larger properties generally look at revenue and rates by quarters and seasons, rather than by months. When you take a more long-term approach to rates and revenue, you can more correctly react to current market conditions.

For example, if you’re in the high season and bookings are soft, you have an idea what you need to make up in the following months. Or, if your next month’s bookings are higher than expected, you can raise rates to make up for this month’s lost revenues.

If you handle your rates and revenue monthly, you are more likely to make thoughtless reactions. This means you might make needless changes that could end up costing you more than your current situation.

For example, if your current bookings are too soft, your first reaction might be to reduce rates to increase demand. But, if you take the whole season into consideration, you might realise that you last month performance was pretty good and you need not worry about fewer bookings at regular prices. More guests in your property doesn’t always mean more revenue generated.

 

This is why your ADR is so important.

 

You can lower your rates and generate more demand, but you have to make sure your revenues and profit are still higher.

The thing to remember here is that you should be looking at your rate and revenue targets by quarter or season instead of monthly. Every property is different, so there is no definitive forecast structure that makes sense for every property.

 

 

Use Market Information

Large branded hospitality properties have the benefit of knowledge. They have the resources to purchase market reports that include information about rates, availability, and projected demand.

If you don’t have the resources to buy your own market research reports because they are expensive, you can also check your local tourism websites and offices for up-to-date information. Tourism offices often publicly release information on demand forecasts, upcoming events, and other information that could be useful while planning out demand that influences rates.

You want to make yourself aware of market trends as well as local travel trends to have the most success. Knowledge is power and you want to prepare yourself as much as possible.

 

 

Write Analyses

Large branded hospitality properties write analyses every month that report on how rates and revenue performed.

This could be very time consuming for any hospitality property owner, so you might want to consider just analysing those months where you don’t meet your goals.  This is important because it means that you did not correctly read the market.

Detailed reports containing how and why you missed your goals will help you prevent those mistakes in the future.

Analyses are particularly helpful for the same season next year when market trends tend to copy each other. Without analyses, you might not remember exactly what happened a full year earlier.

Once you are comfortable putting together the analyses, you could start doing the same for the good months. If you make a decision and read the market correctly, you will likely want to remember what you did to replicate it in the future.

 

Conclusion

By learning and understanding the Key Performance Indicators and following the three steps to revenue management

  • Take a Long-Term Approach
  • Use Market Information
  • Analyses

 

You will be able to operate your hospitality property like the large branded properties and stay ahead of your competition.

 

In the next podcast, we’ll look at the List of Reports You Should Run Every Night.

If you have any interesting stories about using revenue management and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC066

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 066 – What is Revenue Management? appeared first on Keystone HDC.

]]>
Keystone HDC 10:38
KHDC 065 – How to Brand Your Hospitality Property http://keystonehospitalitydevelopment.com/khdc065/ Tue, 12 Sep 2017 05:20:49 +0000 http://keystonehospitalitydevelopment.com/?p=14039 http://keystonehospitalitydevelopment.com/khdc065/#respond http://keystonehospitalitydevelopment.com/khdc065/feed/ 0 <p>Your hospitality properties image will affect your bottom line. Here are the steps you need to develop your brand. Welcome to another addition of hospitality property school. Today, I’m going to talk about How to Brand Your Hospitality Property.       In the last podcast I talked about why you need to develop [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc065/">KHDC 065 – How to Brand Your Hospitality Property</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Your hospitality properties image will affect your bottom line. Here are the steps you need to develop your brand.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about How to Brand Your Hospitality Property.

 

 

 

In the last podcast I talked about why you need to develop your brand. If you have not heard it, you can find it at

keystonehospitalitydevelopment.com/khdc064

 

What Steps Should You Take To Develop Your Brand Story?

 

Well, the first thing you should do is answer the following questions.

 

  • What Makes Your Hospitality Property Unique?
  • What differentiates your property from your competition?
  • Does your building or area have a historic or architecturally significant?
  • Do you offer any extraordinary or outstanding service?
  • Is there something intriguing about your design or features?

 

Determine what, from a guest’s perspective, will make you stand out from the competition and build an identity around that.

 

Once you determine what makes you stand out, you want to communicate the benefits you offer with your branding, comparing them to other similar properties in the same area and star rating.

 

You also want to consider where you want to be as a brand in the future, not just where your property is now. This allows you another gage to evaluate all of your future marketing decisions.

 

Here are 6 Steps to consider When Planning How to Brand Your Hospitality Property

 

Step 1 – Brand to a Specific Market

Hospitality Properties that brand to a specific market normally have higher profits and happier guests.

  • Are you trying to attract corporate clients or leisure travelers?

 

  • Is your perfect customer a backpacker or a luxury traveler?

It’s important to know who your target market is before you establish your brand imaging. This is to make sure that it properly reflects the best you have to offer and helps you meet your end goal.

You also need to consider where you target market comes from and ensure that the specific geographical locale should be reflected in your branding.

 

Step 2 – Connect on an Emotional Level

Successful Hospitality Properties deliver a distinct experience, rather than just four walls and a bed. You want to be able to connect with your guests’ emotional wants – the romance, the adventure, the visual stimulation of being in a new environment that is interesting and engaging. If you can do this, you are able to increase the revenue rate by standing out from your competition.

 

Step 3 – Being a Big Fish in a Small Pond

Determine what niche is not being serviced in your market and target that audience by marketing specifically to them. You will probably find that your marketing costs will decrease because you’re not trying to hit the entire general population, and your target audience will be more likely to book with you and pay a higher rate to do so.

 

Step 4 – Make it Easy for Your Guests to Market You  

Today, this is a no-brainer. Social Media rules. Facebook, Instagram, Pinterest, Twitter, YouTube and all the other video and photo sharing platforms out there, your guests are snapping and posting photos videos left and right to show how exciting their lives and vacations are.

 

Step 5 – What Does Your Brand Look Like?

Now, you should choose which visual elements to include in their branding, again, based on your goals. Typical visual elements of a brand include the company’s name, logo, tagline, website design, collateral, etc.

Your logo should be simple and easy to recognize, no matter where guests see it. Over time, this image becomes associated with a level of credibility, quality and satisfaction in the consumer’s mind.”

Your tagline should create an emotional connection between potential guests and your property, illustrating the most unique elements of your property.

Overall, your brand’s visual elements should communicate with potential customers why they should choose to book your hotel over your competition.

Your brand image will develop over time through marketing/advertising campaigns with a consistent theme, and will be authenticated through the customer’s direct experience.”

 

Step 6 – Getting the Message Out

Once you’ve decided on the key elements to your brand and developed each piece to appeal to your ideal guests, it is time to start implementing your marketing, advertising and public relations campaigns. Because you’ve identified your target audience, you can easily determine which mode will be most effective for promoting your property. Once you’ve decided on the best mode of marketing, remember to stay consistent with the elements of your brand and your messaging, across all channels.

 

 

Here are Some Snags to Avoid When It Comes to Branding

 

Lack of investment

Many hospitality properties don’t put enough value in the development of a strong and consistent brand. If potential guests don’t know or recognize your property, they are much less likely to book with you for their upcoming trip. 

 

Being too wordy

When it comes to branding, less is more and an effective copy can be a great marketing tool. Your copy should be catchy and clever, using as few words as possible. The message should be very clear, so your tagline sticks in the minds of consumers.

 

Inconsistency

A lack of consistency is a huge reason that many hospitality properties brands are ineffective for inspiring trust with potential customers, which will result in diminished bookings over time.

When making a marketing decision, you should ask yourself:

  • Does making this decision reflect what our brand communicates and who my company is?
  • Does it reflect where we want to be in the future?”

 

If the answer is no, re-think your decisions to maintain consistency.

 

Too many or too frequent visual changes

If you are constantly editing your logo, you will confuse potential customers. A consistent, clear logo is an essential part of developing brand recognition with potential customers. If your logo is memorable and powerful, consumers should be able to identify your company simply by seeing the image, even without your tagline.

 

Promises you can’t deliver

If your brand conveys luxury and your customers arrive to find out that your hospitality property is a budget property without many amenities, your brand image will be damaged, which will most likely result in a negative review.

 

Well, I hope this post will give you some food for thought and encourage you to give serious thought to How to Brand Your Hospitality Property

 

If you have any stories about how to Develop Your Brand and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes.

 

keystonehospitalitydevelopment.com/khdc065

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

 

 

 

The post KHDC 065 – How to Brand Your Hospitality Property appeared first on Keystone HDC.

]]>
Keystone HDC 8:53
KHDC 064 – How to Create a Brand That Builds Trust http://keystonehospitalitydevelopment.com/khdc064/ Tue, 05 Sep 2017 05:20:52 +0000 http://keystonehospitalitydevelopment.com/?p=14025 http://keystonehospitalitydevelopment.com/khdc064/#respond http://keystonehospitalitydevelopment.com/khdc064/feed/ 0 <p>One of the easiest ways to build a relationship with your guests is branding your hospitality property. Welcome to another addition of hospitality property school. Today, I’m going to talk about the Importance of Branding Your Hospitality Property.   Why is Branding Your Hospitality Property Important? One of the easiest ways to build a [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc064/">KHDC 064 – How to Create a Brand That Builds Trust</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

One of the easiest ways to build a relationship with your guests is branding your hospitality property.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about the Importance of Branding Your Hospitality Property.

 

Why is Branding Your Hospitality Property Important?

One of the easiest ways to build a relationship between your hospitality property and customer is with a convincing brand. But what does it take to create a brand that creates trust?

 

A hospitality property should be more than a place to sleep. A hospitality property is an integral factor of the travel experience, one that can make or break the entire trip. Which is why your hospitality property must start sharing its unique experiences from the very beginning – way before the customer chooses your hospitality property and checks in.

 

You can do this by making branding a priority in your hospitality properties marketing strategy. The key to branding is to have a very clear and distinctive selling proposition that will appeal to your target audience.

If potential guests only see that you’re offering the same experiences as your competition, the only thing left to set you apart is price, which can be a risky precedent, as there’s always someone out there willing to undercut you.

 

So, What are the Benefits of Branding Your Hospitality Property?

A good brand fosters personal communication with customers by building rapport, improving social engagement and giving a personal story, which can increase first-time bookings and loyalty.

 

Increased profits

A targeted audience is usually willing to pay more for services that specifically fit their needs, wants and desires.

 

Reduced Costs

When you know your market, you can make intelligent decisions of where to target your funds that can save you money.

 

Happier Customers

By managing your guest’s expectations, you will have more satisfied customers.

 

Less Complaints

If your hotel has a specific brand identity, guests will be less likely to expect an experience other than what you provide.

If you embrace the concept of marketing to a targeted portion of the travel market, it will lead to operating a profitable hospitality property with less of the stresses of the generic business model.

 

What is it About Your Brand That Stands Out? 

 

You need to discover this and then write it into a narrative that will make your hospitality properties brand one guests will remember time and time again.

 

Make sure it’s something that’s distinctive to your property and then apply it all across all your brand. Everything needs to speak your brand until customers start discussing it themselves without having to be encouraged.

 

Your branding is the voice of your property, so make sure your branding story tells the tale of what’s most precious to your hospitality property. A good branding story can most certainly do this, and once you’re able to put a successful one together, you’ll attract people back to your hospitality property time and time again.

 

That is it for today, next podcast I will continue with branding and will share steps you can take to develop your branding story.

 

If you have any stories about Branding Your Hospitality Property and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC064

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

 

 

The post KHDC 064 – How to Create a Brand That Builds Trust appeared first on Keystone HDC.

]]>
Keystone HDC 4:25
KHDC 063 – How to Research for Your Hospitality Property Blog http://keystonehospitalitydevelopment.com/khdc063/ Tue, 29 Aug 2017 05:20:39 +0000 http://keystonehospitalitydevelopment.com/?p=13835 http://keystonehospitalitydevelopment.com/khdc063/#respond http://keystonehospitalitydevelopment.com/khdc063/feed/ 0 <p>You have a blog for your hospitality property; how to you find what to write about and where do you research? Welcome to another addition of hospitality property school. Today, I’m going to take a look how to research for your blog.        In our last podcast, we looked at finding topics [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc063/">KHDC 063 – How to Research for Your Hospitality Property Blog</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

You have a blog for your hospitality property; how to you find what to write about and where do you research?

Welcome to another addition of hospitality property school.

Today, I’m going to take a look how to research for your blog.

 

   
 

In our last podcast, we looked at finding topics to write about on your blog.

If you missed it you can find it at:

keystonehospitalitydevelopment.com/khdc062

 

Once you have found the topic, where do you research? You can start by doing a general research on Google & Facebook.

The first step is getting an idea on the subject you’re covering.

  • What information already exists?
  • Is there any current information about the subject that should be considered?
  • Does this subject have enthusiasts and critics, or is it a pretty neutral subject?

 

Spend a lot of time simply reading during this step. Identify credible sites to draw actual information & facts. Facebook can be an asset with a feature you may have noticed. Related articles or videos are listed below some of your News Feed posts.

There are some hits and misses in Facebook’s Related Articles or videos, but you might find good sources. Make sure to fact check what you read before writing as fact and take things with a grain of salt.

 

Read social media posts to get a sense of what the general public opinion is about your region.

This method can offer some helpful insights by providing context some experts might be lacking.

 

Reach out to experts.

A quality piece of content for your blog should include an expert’s opinion for information and facts. If the expert is an outside source, it is worth the time to make contact for an interview and fact checks.

 

There are a couple of ways you can do this.

  • Pick up the phone and make a cold call explaining your request.
  • You could ask people you know if they can introduce you to a specific expert.
  • Reach out to people on social media or via email for a quote or interview.

*(Before any interview, make sure you’ve done significant research on your own. Prepare questions so you can make the most of your time together. When the conversation ends, ask whether they’d be willing to answer any follow-up questions should they arise and whether they’d be willing to perform a fact check for you once the piece is complete.)

Even just one conversation from your efforts could be valuable by getting a new point of view from which your writing will benefit and could possibly help you uncover the things you might not have known before.

 

Once you have gathered all the data and relevant quotes, you can act as the voice of authority.

If you’re not the expert on your specific blogs subject-matter, your credibility will not come from personal experience. You need it to come from others’ experience and expertise.

 

Here are a few resources to find good data and quotes:

  • Go to credible sites and perform a site:search on the topic about which you’re writing. For tip for ways to search visit this theguardian.com/technology post.
  • Ask your sources for quotes. Be sure to ask for permission to quote them.

 

You are ready to start writing your post.

Once you have done all your reading, talked to the experts, asked for others opinion — it’s time to start writing.

If you’ve been taking notes on everything you’ve researched up to this point, then you have already started writing the post. In other words, all the elements are there, you simply have to whip it into a rational story.

 

Finally, fact check.

Even after performing your own fact check, you should submit the piece for a second fact check and review.

This can go to a family member, friend, and colleague or to the subject-matter expert that said they would be willing to perform this duty.

 

You can ask them to look for two things:

  1. Is anything in this piece that is factually incorrect
  2. Is there anything missing in the post that another expert would consider a red flag?

That second question helps you catch those “I didn’t know I missed that” moments that might happen when you’re writing about something unfamiliar to you.

Perform any additional edits that come back from this fact check, and –

 

Ta Da! You’re done!

 

In Conclusion

Writing about subjects you know little or nothing about is certainly more difficult and time-consuming than writing about the things you are familiar with, but it’s a great way to get exposure to new ideas, learn about your region, and get connected with people you otherwise might not and could possibly partner with in the future.

 

If you have any interesting stories and can answer the question “where do you research” and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC063

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 063 – How to Research for Your Hospitality Property Blog appeared first on Keystone HDC.

]]>
Keystone HDC 6:32
KHDC 062 – What to Write About in Your Hotel Blog http://keystonehospitalitydevelopment.com/khdc062/ Tue, 22 Aug 2017 05:20:31 +0000 http://keystonehospitalitydevelopment.com/?p=13828 http://keystonehospitalitydevelopment.com/khdc062/#respond http://keystonehospitalitydevelopment.com/khdc062/feed/ 0 <p>It is important to stay in contact with your guests with a blog - but what to write about? Welcome to another addition of hospitality property school. Today, I’m going to take a look at how to be an authority when writing.        In our last podcast, we looked at a few [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc062/">KHDC 062 – What to Write About in Your Hotel Blog</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

It is important to stay in contact with your guests with a blog – but what to write about?

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at how to be an authority when writing.

 

 
 

 

In our last podcast, we looked at a few important factors to consider when writing a blog. Today I am going to look at what things or themes you should consider writing about when staying in touch with your guest’s.

And by staying in touch, I mean through emails, newsletters and social media.

 

What should you write about

  1. Find out the things that interest your guests and you can do this by asking

Some ideas might include:

  • Places to go or things to do when in the area (use lots of pictures)
  • Let them know what others think of you; testimonials from VIP’s and other guests
  • Ask other guests to share experiences of their visit
  • Any awards you’ve won
  • Ask your chef to write something about dishes on the menu with a recipe

 

  1. Get a presence in the media
  • If there is something unique about your property or area, become an expert. If you come at this from an editor’s perspective, you could become the source of compelling and newsworthy article or articles. You could also attract the type of customers that will also be interested and build up a good rapport. This is great for repeat business.
  • Another possibility is to invite the media to your events. Even if they don’t attend the event itself it may present an opportunity for you to be interviewed. Post your clipping to your website; this will add to your credibility and reputation.

 

  1. Utilise your database
  • Send outbirthday & anniversary invitations to guests for exclusive offers or gifts to be redeemed at your property.
  • Send your local businesses lunch menus, and keep track of important dates to offer special deals for meetings, AGM, awards dinners, etc.

It is important to remember that if you are sending e-mails:

  • Make it clear who the e-mail has come from
  • Use creative and eye-catching subject lines (You want people to read your mail)
  • If you are using snail mail, regular postal service, use creative and eye-catching envelopes.

 

4.     Write About Things You Know Nothing About & Be an Authority

This is when I have heard many hospitality property owners say

“Sure, that sounds easy enough, but I don’t have a clue about what to write and I’m not an authority on any topics.”

 

Here are a few ideas of the type of things to get you started:

  • About you
  • Your hospitality properties history
  • The region’s history
  • Local attractions
  • Local delicacies
  • Specialised shops in your area
  • Things that have interested your guests in the past

 

How to choose your topic

Before you jump into any research you should take a few moments to consider what content you wish to share. Use the following as guidelines.

 

  • Unexceptional or boring content

This will hurt your properties image more than nothing at all. It is a good idea to ask the opinion of family, friends or colleagues before you start researching and writing a post.

 

  • You should be writing for your customers and not your brand  

A smart hospitality property builds its marketing strategy, which includes blogging, around user-generated content. In other words, created content around your customer’s needs, not the needs of the social platforms. This can be hard for some owners who have a difficult time seeing outside their own space.

 

  • If possible find topics that offer strong opinions

Often opinions lead to shares, and shares can lead to more potential guests.

For example:

An art exhibit at a local gallery has sparked some controversy. Write about the exhibit and then make an offer, “Stay with us and get an entrance ticket ½ price and judge for yourself.”

 

  • When choosing a topic to target

Use Google search to find terms related to your keywords and phrases, and then do the same again with keyword.io. Find the words that are related to your content, then use those in your blog post. This will make it easier for Google to find you and generate organic searches. http://www.keyword.io/

 

  • Use keyword search

To help find what people are actually searching for. No sense writing a great post if no one is looking for that information.

 

  • Giveaway great advice in your blog posts and on your website

If you are willing to share, many will see this as a sign of a quality property and make it more likely they will choose you over your competition.

 

  • What do you like about your region?

If you are passionate about something special in your area it will shine through in your writing.

 

  • Ask your current guests why they enjoyed their stay

You might find topics that you missed or took for granted.

 

 

Alright, now you know how to choose a topic, the next step is to research and that I will cover in the next podcast.

If you have any interesting stories about what to write about and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

 
keystonehospitalitydevelopment.com/KHDC062

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

The post KHDC 062 – What to Write About in Your Hotel Blog appeared first on Keystone HDC.

]]>
Keystone HDC 7:19
KHDC 061 – How to Write Quality Content for a Hospitality Property Blog http://keystonehospitalitydevelopment.com/khdc061/ Tue, 15 Aug 2017 05:20:49 +0000 http://keystonehospitalitydevelopment.com/?p=13817 http://keystonehospitalitydevelopment.com/khdc061/#respond http://keystonehospitalitydevelopment.com/khdc061/feed/ 0 <p>How to write quality content that will engage your customers and impression and inspire them to take action. Welcome to another addition of hospitality property school. Today, I’m going to take a look how to write quality content for a blog.      With the popularity and growth of online booking and businesses such [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc061/">KHDC 061 – How to Write Quality Content for a Hospitality Property Blog</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

How to write quality content that will engage your customers and impression and inspire them to take action.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look how to write quality content for a blog.

 

 
 

With the popularity and growth of online booking and businesses such as Airbnb, many hospitality property owners are realising that their competition is increasing daily and that the old traditional ways of marketing might not be enough.

With the percentage of people going to their smartphones for information, it is obvious that a successful hospitality property should build a guest list and that social media has to be an intriguing part of any Hotel, Resort, Inn or Bed & Breakfast marketing plan.

The question is, what would entice people to sign up your list or to subscribe any of your social media platforms?

 

Create a Blog

By creating a blog you can share information about your property and the surrounding area to past and potential guests.  You can then take snippets of your blog posts and share on your social media platfrom. The one requirement need this to work-quality content.

Now, might be saying to yourself. “I’m not a writer. How am I going to write quality content for a blog?”

 

How to write quality content and what to write about?

This part of the process can be very scary and might give you flashbacks to your days in school, or that there are more important details of your day to day operation that take priority over the time you need to write.

If you want this to work, you have to make the time. Schedule a time, once or twice a week, where you will have no interruptions and then start.

 

So where do you start?

You want to get into the right mindset.

Think about engaging your current and potential guest with tips and advice that will leave an impression and inspire them to take action.

 

Let’s look at some ways you can use to write quality content for a blog.

 

  1. Start with Storytelling

Think of something interesting, stunning (a good thing) or informative happened to you in the past year. Write about that experience by walking your reader through the story.

Design your story so it has an introduction to a mystery or something that will keep your readers interested so they will want to find out the outcome. Storytelling is one of the oldest forms of passing on information and continues to be valued.

 

  1. A Well-Written Post is Key

Make sure the quality of your articles is well-written. If the quality is inferior, the feedback will not be good. Your content needs to be clever, appealing, and including tips and stories that pertain to your property and or region.

You’re only as good as your worst post!

 

  1. Find out what they want to know:

Ask your guests, research your competitors and determine what works for their guests. This can be done one-on-one or easy-to-fill-out surveys with a small bonus as a reward for their participation.

 

  1. Be a Myth-Buster

Introduce a myth, and then set the record straight. These types of posts can be fun to create and are a good way to start a conversation based on your opinion.

 

Here are ideas on how to start this type of article.

  • Introduce or Spread the Myth– Tell a story that involves a myth of your choice to draw the reader into your post. Maybe the story is the myth. Since most myths are a simple urban legend the point of this introduction is to hook your reader into carrying on with the rest of your article.

 

  • In the Body of your post Expose & Discredit the Myth– This is the heart & soul of your post. Tear it down and bust it.

 

  • Expose– Tell your readers why this myth is.
    • Where did it start?
    • How it spread?
    • Why does it still exist?

By answering these questions you will be placed in a position of credibility where the reader begins to accept that you know what you are talking about.

 

  • Discredit– This is where you bust the myth. Explain the reasons why this myth isn’t genuine and show proof to support your case. Tip: Use bullet or a numbered list.

 

  • Finally Deliver a Dose of Truth– Now that you’ve successfully busted the myth, give your reader a dose of truth to take its place. Tell them what they need to know so they can finish your article with a feeling of, “Well, that’s interesting”.

 

  1. Use with Headings and Lists

Customers can immediately recognise and understand headings and numbers, especially in articles. Consistency is important, so break up your content so it has a clear beginning and end to avoid confusion. Make it bold, beautiful and clear!

 

  1. Offer New Viewpoints on Old Topics

Practice your writing skills to bring back old discussions, topics or messages and offer new viewpoints on the outcome. You can entice your readers to finish the post by giving them something they haven’t heard before.

 

  1. Collaborate with Other

If you’ve been riding solo, reach out to others to contribute fresh content. These can be restaurants, attractions or any other type of business that would enhance your guests visit. Use this as an opportunity to cross-promote and can help improve your credibility.

 

  1. Write About Your Passions

Focus your strength on topics that have real meaning for you. If you’re not passionate about your writing, your readers will know. Stay with what you know and care about.

 

Time to start writing with tips on how to write quality content

  • Get all your ducks in a row:
    • Know what your customer needs, wants, and obstructions
    • Brainstorm solutions
    • Study what has been said in the past by reliable sources
    • Think about what’s not being said
  • Outline:
    • Decide which format best suits your style of writing, computer, pen & paper etc.
    • List all the main points
    • Arrange related ideas together
    • Create subheadings

 

  • Draft:
    • Be creative
    • Lead with originality
    • Deliver quality
    • At this point don’t be hung up on grammar
  • Modify:
    • Trim 10% of your article
    • Remove surplus content
    • Make sure it makes sense
  • Proofread: (Now it is time to take care of the grammar):
    • Spelling
    • Commonly misused words
    • Punctuation (especially apostrophes and commas)
    • Sentence structure, run-on sentences, and awkward syntax
    • Excessive parentheticals in the form of parentheses, commas, and hyphens
  • Last Edits:
    • Ask a co-worker, family member, friend, or peer to review your work
    • Read and repeat any steps as needed

 

Conclusion

Use these tips to write quality content and share your knowledge with your readers, and they will continue to come back for more.

If you have any interesting stories about how to write quality content for a blog and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC061

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

 

 

The post KHDC 061 – How to Write Quality Content for a Hospitality Property Blog appeared first on Keystone HDC.

]]>
Keystone HDC 9:19
KHDC 060 – What are Guest Looking for When Booking Online? http://keystonehospitalitydevelopment.com/khdc060/ Tue, 08 Aug 2017 05:20:31 +0000 http://keystonehospitalitydevelopment.com/?p=13811 http://keystonehospitalitydevelopment.com/khdc060/#respond http://keystonehospitalitydevelopment.com/khdc060/feed/ 0 <p>No surprise - most people looking for the best price or the best value. What else can you do to improve your bookings? Welcome to another addition of hospitality property school. Today, I’m going to take a look at what are customers looking for when booking online.          So, what are customers looking [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc060/">KHDC 060 – What are Guest Looking for When Booking Online?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

No surprise – most people looking for the best price or the best value. What else can you do to improve your bookings?

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at what are customers looking for when booking online.

 

     
 

So, what are customers looking for when booking online?

There have been many surveys done and depending on where or who the survey comes from, the answers could differ slightly. But looking at the big picture, the number of travel bookings made on the Internet each year is approximately 150 million. It is safe to say 2/3 of these bookings are for accommodations.

It is also safe to say that these numbers are going to continue to rise.

It should come as no surprise, but most people looking to book accommodations online are looking for the best price or the best value. So, how can you improve your bookings?

 

How do potential customers see value?

Commonly, they are based on three factors:

  • Time saved
  • Money saved
  • Experience gained

 

It is not surprising that 85% of holiday travellers search online for deals.

As a hospitality property owner, how can you show a potential guest booking with you has value and will elevate their experience?

 

  1. An Excellent Website

Many online visitors will go through booking sites look for options. Before booking, lots of those people will go directly to hospitality properties website before making a decision.

Studies have shown that with eye tracking (eye tracking is capturing eye movements and transferring this info into analyzable data) many potential customers will consider specific things during the online booking process.

 

For example:

  • Guests have high and low price levels.
  • Pictures & video can change a potential guest’s mind.
  • Guests rarely consider properties with less than 3 stars.

To instil potential guests with the trust to book your property, it’s important to have an impressive website that expresses to a potential guest a positive feeling for the property.

 

 

  1. Your website is optimised for mobile devices

The percent of same-day hotel reservations made from a smartphone is 65 % and is growing every day, especially for last-minute reservations. This also goes for your presence on social media platforms. An attractive page on the main social networks can go a long way to increasing your hospitality properties brand and a strong brand name can be important for repeat guests were looking for consistency and know the type of experience they’re going to get at your property.

 

 

  1. Images can change a potential guest’s mind

During the final phases of the online booking process, many potential guests become fixated on images and video.

Clean, elegant images or a smartly produced introductory video might give a potential guest the idea that your property is well maintained and of higher quality.

It is not uncommon for an online booker to be willing to pay a little extra for higher quality.

This can also work in the opposite direction if your images look old. Up-to-date images is associated with clean. Old images are quite associated with dirty.

 

 

  1. Online Bookers don’t look at hospitality properties with less than a 3-star rating

If your property has a low star or no star rating, you can forget having much success through online bookings.

Unless your property has little or no competition your odds are greatly diminished.

 

Potential guests will also look at reviews.

 

According to StatisticBrain.com:

The percent of travellers who find user reviews important                 81 %

The percent of travellers who won’t book a hotel without reviews   49 %

The more positive reviews you have will go a long way in showing that you can be trusted.

 

 

  1. Amenity descriptions can make a difference

After images and video, the second most important thing that potential guests consider is the property description. Specifically, the amenities.

And the two most important amenities guests are looking for?

Wi-Fi & breakfast

It is important to highlight anything and everything that would add value to a guest’s visit.

 

Other things you could consider including:

 

Loyalty Programs

Having a loyalty program in place is a great way to show your guests that you appreciate their business. Your program could include simple things like expedited check-in, complimentary upgrades and “insider” hotel information updates that include special offers.

 

Be Inclusive

Adding something that adds value to your guest’s experience gives them that extra incentive to choose you over your competition.

It can be as simple as free breakfast, parking, passes to local attractions or exclusive packages.

 

Host Events

If you cater to business travellers, hosting a hotel happy hour and inviting guests for a complimentary drink and snack creates a real feeling of community for guests and allows them to break the monotony of a business trip.

 

Conclusion

Online bookings are not going to go away and if you are not taking full advantage you could be throwing a major revenue stream out the window. By standing out from your competition, you could benefit even when times are slow.

 

Your only limitation your mind.

 

If you have any interesting stories about how to improve your bookings andwhat are customers looking for when booking online and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC060

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 060 – What are Guest Looking for When Booking Online? appeared first on Keystone HDC.

]]>
Keystone HDC 7:54
KHDC 059 – What Paperwork is Needed to Open a Hospitality Property http://keystonehospitalitydevelopment.com/khdc059/ Tue, 01 Aug 2017 05:20:11 +0000 http://keystonehospitalitydevelopment.com/?p=13802 http://keystonehospitalitydevelopment.com/khdc059/#respond http://keystonehospitalitydevelopment.com/khdc059/feed/ 0 <p>If you operate any type of hospitality property, and before you open the doors to guests, you have to have your paperwork in place. Welcome to another addition of hospitality property school. Today, I’m going to take a look at The Necessary Paperwork Needed for Your Hospitality Property.     I was asked once [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc059/">KHDC 059 – What Paperwork is Needed to Open a Hospitality Property</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

If you operate any type of hospitality property, and before you open the doors to guests, you have to have your paperwork in place.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at The Necessary Paperwork Needed for Your Hospitality Property.

 

 

I was asked once “What more is there more to operating a Bed and Breakfast and then putting a sign in front of my house?”

 

Wouldn’t it be great if all you have to do to operate any hospitality property was to open the doors to weary travellers and invite them to enjoy your hospitality?

 

Unfortunately, it is not that simple.

There’s business that has to be taken care of before you can even consider inviting in your first guest.

 

To open and operate an independent hospitality property like a hotel, resort, inn or bed & breakfast you need to take care of business issues first before you go about the business of caring for your guests.

A hospitality property is a business, so make sure all your I’s are dotted and T’s are crossed is essential. You don’t want government officials knocking at your door while you’re serving croissants.

 

So where do you start?

To ensure everything is done correctly, talk with and use your professionals, your accountant, your lawyer, your consultant, and/or your broker as well as other hospitality property owners.

You have to make sure you have the paperwork and right accounts in place before opening day so we have prepared a checklist you can use as a guideline (remember, it’s just as a guideline. Your location may require different or additional forms or permits.)

  • Registered Business name
  • Business license
  • Certificate of occupancy
  • Conditional use and sign permits (if required)
  • Account for transient/lodging taxes
  • Sales tax account (seller’s permit)
  • Federal and State / Provincial Tax ID
  • Business checking credit accounts
  • Merchant account (to process debit and credit cards)
  • Health Department inspection
  • Fire Department inspection
  • Food service certification (if required)
  • Insurance (business, liability, property, and liquor liability if applicable)
  • Property management/reservation and accounting software
  • Liquor license, if applicable

 

Make sure nothing slips through the cracks mark any necessary renewal dates on your calendar.

Now as I said, these are just guidelines to get you started and you will have to consult with your local professionals to make sure you do have all the proper forms and permits.

 

Sounds fun so far doesn’t it?

 

Okay, you have all your hospitality property paperwork in place and your accounts set up. Your doors are open and you’re welcoming guests.

 

Things are great!

 

What happens if a wind storm knocks over a tree into your power wires and damaged part of your property?

What do you do if you wake up in the middle of the night when hit by an unexpected snow storm?

 

I would like to share which important contact numbers you should have at the ready.

 

It does not matter how organised we are, there are times when something could happen that will catch us off guard and we are not sure who to call.

Record telephone numbers for the following services and keep the list on hand for quick fixes to ensure your guests’ comfort, enjoyment, safety and your peace of mind.

  • Animal Control
  • Appliance repair
  • Cable provider
  • Carpenter/Contractor
  • Electrician
  • Heat/AC equipment person
  • Hot tub repair
  • Internet provider
  • Landscapers/tree removal service
  • Plumbing & Drain cleaning service
  • Power Company
  • Propane gas supplier
  • Phone service provider
  • Roofer
  • Septic tank info

Snow removal service (don’t laugh at this if you live in a warmer climate. But it was not that long ago the Southern US was hit by major storms)

Some of these contacts may not apply or you have others I have not included but this is a good list to start with and if you do have any others, I would sure like to hear them.

 

If you have any interesting stories about Hospitality Property Paperwork and I know there are some great nightmare stories out there and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC059

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 059 – What Paperwork is Needed to Open a Hospitality Property appeared first on Keystone HDC.

]]>
Keystone HDC 6:52
KHDC 058 – Great Customer Service Stories http://keystonehospitalitydevelopment.com/khdc058/ Tue, 25 Jul 2017 05:20:49 +0000 http://keystonehospitalitydevelopment.com/?p=13796 http://keystonehospitalitydevelopment.com/khdc058/#respond http://keystonehospitalitydevelopment.com/khdc058/feed/ 0 <p>If you operate any type of hospitality property, you should know your number one priority for success is - Great Customer Service Stories. Welcome to another addition of hospitality property school. Today, I’m going to take a look at 8 great customer service stories.      These stories have come from a number of [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc058/">KHDC 058 – Great Customer Service Stories</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

If you operate any type of hospitality property, you should know your number one priority for success is – Great Customer Service Stories.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at 8 great customer service stories.

 

 
 

These stories have come from a number of different sources including one of my own. I am going to share them just as I had seen them to ensure the facts are right.

 

  1. Auberge Gisele’s Inn

In my past life, I spent many years on the road as a tour director some of the largest tour operators in the world.

A number of years back, I was leading the tour group through New England and Eastern Canada. I have done a number of trips in the row and when I arrived at one of my most favourite destinations, Auberge Gisele’s Inn, Cape Breton Island, I was not feeling hundred percent.

The owner, Helen, saw immediately I was not up to par and told me to go lie down while the luggage was being delivered to the rooms. She then told me that I was not expected down for dinner but instead at 6 PM, soup would be brought to my room. At 8 PM, there would be a light knock on the door and if I was awake a “Hot Toddy” (a warm whiskey) would be there for me. If not, they would know I was asleep and not disturb me. I slept for 12 hours.

The next morning I woke up feeling like $1 million.

My headache was gone, I was full of energy and I had my appetite back.

I have known Helen for many years and has seen her offer this type of service over and over without giving it a second thought.

To me, it meant the world.

 

Dina Yuen – Asian Fusion Girl

 

  1. Fairmont Hotels

How should we react when an entire hotel staff greets us by name (when not all of them have even met us face to face) with a smile and rushes to stand to the side to let us walk through first? Well, at Fairmont Hotels this kind of treatment is natural and normal so get used to it. At the Fairmont San Francisco, I was flabbergasted to find out that many of the staff members had been with the hotel for longer than I’ve been alive- that’s over 30 years! When the executive management team is on a friendly, first-name basis with every staff member all the way to waiters, bus boys and housekeeping, you know they’re doing it right and that translates to an overall exceptional experience for guests.

At the Fairmont Singapore, staff members remember you by name and face upon your return after just one stay. It seems as if Fairmont has cornered the market on hiring people with photographic memory. Every single time I’m at a Fairmont, I am made to feel like royalty without any stuffiness or pretentiousness and that’s just priceless.

 

The next group of examples were compiled by Josiah Mackenzie

https://www.tnooz.com/author/jmackenzie/

 

  1. Service Personalization with Facebook Feedback at The Ritz-Carlton, Naples

The Ritz-Carlton Resorts of Naples asked Facebook fans how they like their coffee. If you answered, then stayed with them, your coffee would arrive perfectly sugared—without having to ask. It’s a little detail that can be used in other ways, as we see in our next example….

 

  1. Social Media Increases Loyalty at Accor

According to Nancy Trejos at USA Today, Accor Hotels tried something cool at its Sofitel and Novotel properties in Philadelphia, Chicago, New York and Washington, D.C. – identifying loyalty members checking into the hotels that month and then checking (public) social media profiles to identify the guests’ interests. A gift was then selected to “Take guest recognition to the next level, to a more powerful level,” said Magali Jimenez Bervillé, director of e-commerce North America for Accor.

Some examples?

  • For the guest who likes fine dining, an all-day behind-the-scenes tour of Tru in Chicago along with a night at the Sofitel Chicago Water Tower.
  • For the guest who likes fishing, an eco-friendly fishing trip in the San Diego Bay.
  • For the guest who likes luxury cars, a certificate to drive a Ferrari and Lamborghini.
  • For the guest who likes lounging in spas, a day at the Hela spa in Washington, D.C., plus an overnight stay at the Sofitel.
  • And for the guest who likes sports, VIP tickets to a hockey game between the San Jose Sharks and the Red Wings.

 

  1. Sleep Menu at Conrad Chicago

A number of hotels offer pillow menus, but the Conrad Chicago takes this to another level, offering a full pillow menu, herbal sleep elixirs & night caps, ‘sleep chocolate,’ h20 hydrating treatments, thermal acqua masks, sleep sound machines – among other amenities.

They even created a separate website: ConradChicagoSleepMenu.com

 

  1. Concierge Videos from InterContinental Hotels

Back in 2007, InterContinental Hotels began creating videos featuring hotel concierges offering destination advice.

InterContinental has also tested providing concierge service through live video chat on Skype or Apple’s Facetime to provide a higher level of service through digital channels.

 

  1. Scavenger Hunt Contest at Palomar San Diego

Helping their guests explore the city of San Diego, the Palomar, a Kimpton Hotel, created a scavenger hunt that doubled as a social media contest. Participants used clues provided through the Scavenger Hunt with Friends mobile application, and then took and shared photos as they found the items.

“We think this is a perfect way for participants to have fun and experience the nooks and crannies of San Diego, while having a chance of winning some great prizes. We see it as a creative take on our ‘Live Like a Local’ programme, which provides guests with an authentic local San Diego experience,” said Mark Van Cooney, general manager of Hotel Palomar San Diego.

 

  1. Free Mountaintop Photos for Facebook at Vail Resorts

Every winter sports fan wants a photo on top of the mountain, and professional photographers have exploited this for years, charging exorbitant rates. Vail Resorts offered an alternative – taking mountain top photos that were free to post on Facebook and Twitter.  It’s a powerful way to serve your guests – and increase your brand visibility at the same time.

As you can tell from these examples, you do not have to break the bank or hurt your back bending over backwards to fulfil some of the services. Common courtesy, common sense and the appreciation for a job well done will quite often be enough to put you ahead of your competition.

 

If you have any stories about great customer service and would like to share, and possibly get on the next list out or have any questions or feedback you can leave them in the comments section or visit our website

 

 

keystonehospitalitydevelopment.com/KHDC057

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 058 – Great Customer Service Stories appeared first on Keystone HDC.

]]>
Keystone HDC 9:35
KHDC 057 – Why Great Customer Service is Important http://keystonehospitalitydevelopment.com/khdc057/ Tue, 18 Jul 2017 05:20:02 +0000 http://keystonehospitalitydevelopment.com/?p=13787 http://keystonehospitalitydevelopment.com/khdc057/#respond http://keystonehospitalitydevelopment.com/khdc057/feed/ 0 <p>If you operate any type of hospitality property, you should know your number one priority for success is - Great Customer Service. Welcome to another addition of hospitality property school. Today, I’m going to take a look at great customer service.           If you operate any type of hospitality property, your number [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc057/">KHDC 057 – Why Great Customer Service is Important</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

If you operate any type of hospitality property, you should know your number one priority for success is – Great Customer Service.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at great customer service.

 

      
 

If you operate any type of hospitality property, your number one priority for success is great customer service.

Great customer service is an essential aspect of a hospitality industry. The level of service you offer can make or break your hotel, resort, inn or bed & breakfast, so it is imperative that you fine-tune your policies until you hit near-perfection.

If you don’t, you will lose potential and repeat guests.

 

“Social media raises the stakes for customer service”.

 

In the old days, if a guest or customer was happy with your service they would tell 3 people. If not, they would tell eleven people. Today, with the advent of social media. If someone is not happy with an aspect of your service, within day tens or even hundreds of thousands could see this on their timeline.

Hospitality property owner/managers need to instil best practices for their employees to follow.

By understanding the following best practices, you and your employees will ensure your customer service reaches a standard that’s not only acceptable to the general public but will also confirm your status of a quality establishment.

 

Begin with a warm welcome

First impressions are everything.

The first step you need to master and to teach your employees is the appropriate customer greeting. This will be your guest’s first face-to-face contact and could set the tone for their overall experience. A good welcome needs to be warm, polite and informed but not fake. If the greeting is overbearing or suffocating it could make a guest feel uncomfortable. It is really important to find a healthy balance, so you guests walk away from the check-in more content and happier than when they arrived.

In a past episode, I talked about the importance of hiring the right staff. If you would like to refresh your mind then visit How to Interview for Great Employees.

 

Keep your employees happy

I have seen way too often hospitality property owners/managers focus on the little things and disregard their staff. A guest can easily determine if your staff are not happy and this will most often reflect on their desire to return. By keeping your staff happy, it will help generate a better atmosphere make them feel more at ease and at home, thereby giving them a better experience.

Ways this can be accomplished is by ongoing training, rewarding great work and empowering them to make frontline decisions.

 

Surpass your guest’s wants and expectations

We all know that the hospitality property industry can be very competitive and by meeting your guest’s needs is not always enough. In order to stay ahead of your competition, you must strive to give your guests the WOW factor.

You must exceed their expectations with little touches that will elevate you to a higher level of customer service

 

Constantly take feedback

A hospitality property that is willing to accept feedback & criticism and then use these remarks to improve is definitely serious about maintaining great customer satisfaction. This to work, you have to make available ways for your guests to speak to you either through, online reviews, surveys or questionnaires. You have to be able to look at any criticism objectively and be willing to implement changes as necessary.

 

Conclude your guest’s stay with a warm send-off

‘All good things must come to the end’ – that is what your guest to be thinking when it comes to leaving. And what better way to say goodbye is than with a fond farewell? A sincere goodbye will last in the minds of your departing guests and if done right, will only leave a positive impression of your property. Use your guest name, offered in your hand and treat them as if it was your family that was leaving.

Undoubtedly, customer service is of fundamental importance to the hospitality industry and should be specific to your hospitality property.

The level of service your guests receive could make or break of your business and cannot be ignored.

 

Conclusion

In the next podcast, I’ll share 8 stories about great customer service.

If you have any interesting stories about great customer service and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC057

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 057 – Why Great Customer Service is Important appeared first on Keystone HDC.

]]>
Keystone HDC 6:45
KHDC 056 – How to Develop Successful Methods for Your Hospitality Property http://keystonehospitalitydevelopment.com/khdc056/ Tue, 11 Jul 2017 05:20:28 +0000 http://keystonehospitalitydevelopment.com/?p=13730 http://keystonehospitalitydevelopment.com/khdc056/#respond http://keystonehospitalitydevelopment.com/khdc056/feed/ 0 <p>If you are a hospitality property owner/manager and are consumed with your day-to-day operation, how can you find the time to grow your business? Welcome to another addition of hospitality property school. Today, I’m going to talk about the “The Guide to Operating an Independent Hotel or Bed & Breakfast" Training Tutorials.   But [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc056/">KHDC 056 – How to Develop Successful Methods for Your Hospitality Property</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

If you are a hospitality property owner/manager and are consumed with your day-to-day operation, how can you find the time to grow your business?

Welcome to another addition of hospitality property school.

Today, I’m going to talk about the “The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials.

 

But first, I have a couple of questions for you.

 

Do you own a hospitality property (Hotel, Resort, Inn, or Bed and Breakfast)?  

 

Do you feel like you’re spending all of your waking hours working or thinking about your hospitality property?

 

Are you so busy that you can’t find the time to do other things you need or want to do?

 

Many hospitality property owners and managers are so consumed with the day-to-day operation of their hospitality property that maintaining or developing branding, enhanced marketing, ongoing employee training & facility upgrades are often delayed or not considered.

 

So what can happen if things start to slide?

  • You might begin to feel overwhelmed
  • Your hospitality properties standards start to drop
  • You and your employee’s morale deteriorates
  • Guests will stop returning and new customers will not book
  • Revenue will fly out the window

 

So, what can you do if you are constantly running in circles or find yourself in this type of rut?

Humans are designed to be social and to learn from observation & experience. You need a place you can turn to, where professionals, such as yourself, understand what you are experiencing and can share with you up to date advice, ideas, and strategies.

 

Keystone Hospitality Development Consultant (HDC) has solutions for you.

 

The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials (image)

If you are a serious hospitality property owner or manager who wishes to improve their Businesses Practices and Patronage while enjoying a Fun & Fulfilled Life as a Hospitality Property Proprietor, these training tutorials are for you.

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials will show you more than just quick fix tactics, but instead how to develop successful long-term operation methods that if utilised,  will grow both your patronage and profit.

We at Keystone HDC understand how busy you are, so we divided the training tutorials into four separate, easy to follow series.

 

They include:

Series #1 – Hospitality Property Organizational Structure

What is and how to develop:

  • Your Organizational Strategy
  • Management Strategy
  • What Does Your Operation Manual Include
  • How Will I Know My Operations Manual Works?
  • What is Outsourcing?

 

Employee Development for Your Hospitality Property

  • Your People Mindset
  • How to Hire Winners
  • Can’t Afford Employee Training Programs- Think Again
  • How to Train For Success
  • Effective Communication
  • Improve Your Customer Service
  • How to Handle Customer Complaints
  • Educate to Upsell
  • How to Fire

 

Marketing for Your Hospitality Properties Success

  • Designing Your Marketing Strategy
  • Branding –What Makes You Stand Out?
  • Creating an Effective Website
  • Email & Guest List Building
  • How to Use Social Media
  • Customer Giveaways
  • The Benefit of Newsletters
  • How to Make Surveys Work for You

 

A Close Look at Your Independent Hotel or Bed & Breakfast

  • How Does Your Property Compare?
  • Become Your Own Guest
  • Is Your Property Accessible?
  • Is Your Restaurant Meeting its Potential?
  • How to Get Endless Referrals
  • Negative Reviews Are Good For Business

 

We have also included 3 Bonus Tutorials

  • Why My Independent Hotel or Bed & Breakfast Should Go Green
  • Trends to Watch in the Hospitality Industry
  • Hospitality Property Technology Trends

 

Each series includes easy to follow, step-by-step video tutorials, downloadable audio & PDF files, as well as any checklists applicable.

 

These training tutorials are the combined result of hospitality industry authorities, who have travelled worldwide for decades gathering hospitality property experience and expertise.

Whether your hospitality property is a one or two person Bed and Breakfast or a 500 room luxury hotel, a workable organizational strategy is a must. The training tutorials will explain why you need a strategy in place and how you can develop a customized plan for your own property.

Finding and retaining great employees can be a challenge in any hospitality industry. The techniques you will learn will rival the success of most worldwide hotel chains.

Your property can be running like a well-oiled machine and your staff can be incredible but if nobody knows you’re there – what’s the use? Marketing is like a live organism and that is constantly changing and we will show you what marketing techniques work and what to look for in the future.

And how you compared your competition? How do your guests see your property? Will show you ways to step back and look at your property objectively.

 

If you are a hospitality property owner or manager that at times struggles with the day to day operation of your hospitality property, are looking for better ways to utilize the hours in your day, hoping to increase your patronage or want to increase your bottom line, then click below to purchase.

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

These will help you stay two steps ahead of your competition.

 

We are so confident with the expertise, research, and many, many hours we have put into the development of “The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials that if for any reason you do not feel you are receiving any benefit within 30 days of purchase, we will refund your money.

 

Now that’s a guarantee!

 

If you have been following the hospitality property school podcasts and have visited the show notes, you might have seen an offer to the

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials (image)

 

By taking advantage of this offer you would’ve saved 25% off the entire training tutorial course.

 

keystonehospitalitydevelopment.com/training-tutorials-save25

 

This offer will soon be coming to an end.

 

By taking advantage now, you will not only save 25% off the entire training course but will also be given access to the hospitality property school group for the next six months – FREE!

 

This group is designed to be beneficial to hospitality properties of all sizes and categories. From Bed & Breakfasts to Inn to Resorts to Hotels.

  • Within the group you’ll have the opportunity to ask questions, share best practices, promote your property etc.
  • Every week a video will be posted with updates & answers to question
  • We will share monthly interviews with hospitality property specialists on such topics as:
    • Customer Service
    • Property Management System
    • Hotel Guest Service
    • Hotel Website Design
    • Hotel Marketing
    • Employees
  • You will also have easy access to all the Hospitality Property School Video Podcasts archives as well as any new video podcasts as they are produced.

 

You will be able to watch the training tutorials, the video podcasts and listen to the interviews when it fits into your schedule.

 

As I said, you will be given access to the hospitality property school group for the next six months – FREE!

That is a saving of $222

Don’t miss out!

 

This offer will end without prior notice so act now by clicking the link below or visiting

 

keystonehospitalitydevelopment.com/training-tutorials-save25

 

The post KHDC 056 – How to Develop Successful Methods for Your Hospitality Property appeared first on Keystone HDC.

]]>
Keystone HDC 10:17
KHDC 055 – 15 Ways to Become the Best Front Office Manager http://keystonehospitalitydevelopment.com/khdc055/ Tue, 04 Jul 2017 05:21:01 +0000 http://keystonehospitalitydevelopment.com/?p=13705 http://keystonehospitalitydevelopment.com/khdc055/#respond http://keystonehospitalitydevelopment.com/khdc055/feed/ 0 <p>Success as a front office manager requires a perfect mixture of skillful hospitality & tight organizational skills never settling for less than A +. Welcome to another addition of hospitality property school. Today, I’m going to take a look at how to be an incredible front office manager.     In any hospitality property, [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc055/">KHDC 055 – 15 Ways to Become the Best Front Office Manager</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Success as a front office manager requires a perfect mixture of skillful hospitality & tight organizational skills never settling for less than A +.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at how to be an incredible front office manager.

 

 

In any hospitality property, first impressions are everything.

The way your front desk staff greets and attends to guests can make or break the image of your property. And just to make things clear, if you operate a small B & B or inn and you are a one person operation – you are the front office manages.

Like the best leaders, a front office manager, with the right knowledge training, and attitude leads by example and from the front.

If your personality is a perfect mixture of skillful hospitality and tight organizational skills, then working as a front office manager at a hospitality property might be an invigorating and fulfilling career path.

Success as a hospitality property front office manager, as with many other careers, requires constant improvement and self-evaluation. A successful front office manager at a hospitality property, should never settle for less than A +.

The duties of hotel front office managers can be wide-ranging. Not only are these managers in charge of seeing that new employees get trained properly, they’re also in charge of everything from assigning work schedules to handling finances.

 

*No two days of working as a hotel front office manager are exactly the same.

 

Here are 15 steps the can help make a successful front desk manager?

  1. Improve listening skills and then coach others to do the same

We all need to not only hear, but listen with better intensity. The front desk is the communication center of every hospitality property. It is the financial centre for reservations and much of the cash activity at many properties. A front office manager must be able to overseer both guest and staff interaction to insure proper guest service and procedure. Guide those staff that need it, coach appropriately and increase the two way communication cycle.

 

  1. Work towards customer delight

In any hospitality property, customer service is supreme. The only method that will ensure your guests are satisfied with the service provided by the front desk is if you value your guests.

  • Each guest has to be treated professionally and courteous.
  • Be sure you have time to hear the tiniest problem and resolve it.
  • When you make commitments to customers, – meet them.
  • Train your employee’s to check in guests quickly and also accelerate the check out as fast as possible.

When you are more focused on the requirements of your guests and are ready to accept both positive and negative feedback, you’ll be able to anticipate their needs and fulfill them.

 

  1. Make sure you and your staff know everything about the property & services

The most obvious requirement for any successful front office manager is to know all the details about the hospitality properties product & services.

  • Personally inspecting every type of accommodation in your hotel. Learn the differences and potential benefits of each type and how they can be of value to different customers. This tour should be monthly or even weekly to keep you aware of changes in the property and can also help management to be better aware of potential problems.
  • Maintain your awareness of the property of the whole. This includes parking areas, public areas, access points to the hotel and the all-important curb appeal.
  • If you have work with an adjacent restaurant or other external service that is part of your offerings, regularly assess their quality and how it affects your guests’ satisfaction.
  • Effective front office managers take pride in their property, and often offer to assist senior management in room inspections or in the sales effort as appropriate.

 

  1. Make sure you know everything about the services and product of those properties that you are competing with 

As in the preceding strategy, effective front office managers know who their competition is, and everything about them. They learn their strengths and weaknesses and plan accordingly as they try to increase market share at the expense of their competitors. It is not the sole responsibility of the “sales” team or general manager to be part of the Upselling effort – successful front office managers embrace the mantra “Everyone Sells.”

 

  1. Focus on the details

In the hospitality property industry, small things can have a large impact. If you want to be the best front office manager your guests have ever seen, pay close attention to details.

Constantly assess your time management.  The 80-20 rule of priorities and value remains true much of the time.

 

80% of our profits often come from 20% of the client base. 

 

The same hold true for problem areas or staff that needs attention. The question needs to be not are we doing things “right”, but are we doing the “right” things correctly?

You have to juggle so many things simultaneously and if you are not organized, you won’t be able to prioritize work. If you’re able to organize yourself at work, you’ll be able to focus on each facet of your responsibility efficiently and this will assist you to identify areas of improvement. Then you can develop strategies to improve service, thereby becoming a better front office manager.

 

6.     Show Off Your Extroverted Side

People with extroverted personalities often flourish in a hospitality property front office manager positions. These jobs require constant interaction not only with staff, but also with guests. An upbeat and pleasant attitude is a must for people with this position.

If you’re a front office manager, you want to make guests feel at ease and comfortable when in your presence. You want to make them feel like you’re there for them and that you can answer their questions and take care of any concerns they might have.

Introverts who prefer working alone are often better suited to other fields.

 

  1. Circulate with employees and guests

An exceptional front office manager makes time to speak with his staff and also guests. Any time you talk to your personnel, you will find out the issues they’re facing in providing good service to guests and then you may come up with solutions to assist them. You should also mix and talk to your guests to help them feel comfortable in your presence to speak out their concerns and ask questions.

If you have direct contact with your employees and guests, you’ll be able to assess situations, handle questions & concerns that staff and guests might have.

The legendary managers are those who know their clients and interact with them regularly. Effective front office managers professionally interact with guests as often as possible.

 

  1. Hold regular one-on-one sessions with all direct employees in this department, including the night auditor

While the night shift is usually quieter, it still represents 30% of the day and needs to be included in discussions & communication. These sessions should not be formal “reviews” but guide posts to reinforce positive actions or to correct a potentially dangerous course of action. When it becomes apparent that these are honest dialogues, the sessions will actually be anticipated as an opportunities to clear the air.

 

  1. Training must be maintained and increased

There is no excuse today for poorly or untrained front desk staff.  When running high occupancy, many managers claim to be “too busy” to train. When occupancy is flat or declining, cutting ongoing training to “save money” will really cost more as it will drive the good staff to consider leaving and the loyal customers to the competition because it appears you don’t care.

 

  1. When hiring people, pay attention to the “human” resource role

Recruit and select people wisely. Encourage your General Manager to pay competitively or better and lead in incentives. As Front Office Manager, recognize your team regularly with “thank you’s “and expressions of appreciation.

Retain the champions by whatever it takes to keep them.

 

  1. Be a team player

Even as a front office manager, you should be capable of being a team player and be able to work with your subordinates and other department heads without letting your ego come in the way. This will help create a team that can take ownership and excels in its work. If your team works skilfully, it reflects on your managerial abilities and skills.

 

  1. Be proactive

Don’t wait for top management to tell you the way to enhance your department. You’re the front office manager and you ought to have the insight and ability to initiate improvement to get the desired results. Remember, the prosperity of the hotel depends on your as well as your staff’s ability to handle guests and address their concerns. If you’re able to make guests happy without having to be told, you have turned into an exceptional front office manager

 

  1. Plan, coordinate and implement revenue management strategies regularly

This is another example of blended learning. Some hospitality properties are fortunate to have a full time revenue manager working with their property, while other companies sometimes have someone at the owner’s or management company office regularly watch inventories and demand patterns.  The blended learning must come from “people” who recognize trends and cycles and anticipate the necessary steps.

 

  1. Review your market analysis monthly

It should not just be the sales team or general manager that has an interest in trends or shifts in markets. Understanding your guest’s needs is essential and sharing observations on changing guest preferences, needs or demands should be a critical part of front office monthly management practices.

 

  1. Be open to improvement

When things are running smoothly, you will get a pat on the back. But if things go are not running smoothly, you should be able to stand up and take responsibility. You need to be able to sit back, analyze the problem and come up with an answer, to ensure that it does not occur again. Do not try and blame your employees or others if things go wrong. Instead use problems to enhance yourself and your department.

When you are front office manager, you’re accountable for your guests’ satisfaction and well-being. If your guests are content with your service, they’ll return as well as get the word out about your hospitality property to friends and family. So creating a good impression and ensuring your guests leave the property with positive thoughts needs to be your ultimate goal. If you achieve this goal, you have become an outstanding front office manager.

 

Conclusion

When you’re the front office manager of a hospitality property, a lot of responsibility is in your hands. If things go right, you can probably pat yourself on the back. If things go wrong, however, there’s a chance you might have been able to prevent it. The answer to being a good hotel front office manager is having the honesty and confidence to being able to admit to yourself that you could have approached something in a more effective manner. If you’re capable of analyzing your actions and figuring out how you could have proceeded differently, then you open yourself up to improvement in the future. If you stubbornly stick to the same routine over and over, you block out improvement which negatively affects your output as a manager, along with the rest of the property.

 

If someone has helpful advice for you on how to be a more efficient and productive worker, you should always be open to hearing it.

 

 

If you have any interesting stories about being an incredible front office manager and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC055

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 055 – 15 Ways to Become the Best Front Office Manager appeared first on Keystone HDC.

]]>
Keystone HDC 14:34
KHDC 054 – 8 Major Challenges Hotels, Bed & Breakfasts & Resorts Face http://keystonehospitalitydevelopment.com/khdc054/ Tue, 27 Jun 2017 05:20:48 +0000 http://keystonehospitalitydevelopment.com/?p=13696 http://keystonehospitalitydevelopment.com/khdc054/#respond http://keystonehospitalitydevelopment.com/khdc054/feed/ 0 <p>  The following are the top 8 challenges I have seen hotels, resorts, inns and bed & breakfasts can face on a daily bases. Welcome to another addition of hospitality property school. Today, I’m going to take a look at Challenges Hospitality Properties Face.   Working with hospitality properties for almost 25 years has [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc054/">KHDC 054 – 8 Major Challenges Hotels, Bed & Breakfasts & Resorts Face</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

 

The following are the top 8 challenges I have seen hotels, resorts, inns and bed & breakfasts can face on a daily bases.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at Challenges Hospitality Properties Face.

 

Working with hospitality properties for almost 25 years has given me much awareness on the problems many properties encounter. These can vary from missing a poor review on Tripadvisor to a collapse of organizational structure.

The following are the top 8 challenges I have seen hotels, resorts, inns and bed & breakfasts can face on a daily bases. They are in no particular order.

 

  1. Not Paying Attention or Disregarding Online Reviews

Nowadays, it is impossible to dismiss the overwhelming power and influence of social media. As much as some hoteliers would like to think, the power of social media cannot be ignored. With close to 60% of hospitality property reservations are made online, I am still surprised that many hospitality properties don’t bother to keep on top of their online status.

Without tracking what guests are saying online about their products and services or comparing themselves to their competitors, it is difficult to see what your guests see as problems and how to improve.

 

  1. Not focusing on budget

Many independent hospitality property owners do not have a true understanding of their costs and will accept any business that comes their way, even if they are losing revenue. Running a hotel, resort, inn or bed & breakfast is a business and there is nothing wrong with making a profit on your rooms, meals and services, but to do this, you have to know your costs.

It is better to value add than discount and it is important to continue to focus on your ideal guest profile to ensure you attract the right demographic.

 

  1. Not setting up an organizational structure

Not developing a structured organisation system for your business can be devastating to your reputation and bottom line.

A workable organisational structure for your hospitality property is imperative to ensure you have the checks and balances in place for consistency in your operation.

 

  1. Not investing in employees

Not training your employees can be damaging to your name.

Hiring a nephew or the daughter of a friend is alright but you have to give them the proper tools to do the job. Giving them responsibilities and expecting them to learn on their own, while living up to the properties standards can have a damaging impact and lead to a loss of revenue.

It goes without saying that, being a service industry, the personal interactions with guests are still the most valuable, the most remembered and commented upon.

Ongoing training is imperative in keeping your employees motivated, professional and ahead of your competition.

 

  1. Website not optimized

We all know having a website for your property is imperative but how many hospitality property websites are optimized?

The following are examples of what is commonly overlooked:

  • not having a promotions page
  • not rewarding guests booking on their website
  • not promoting the number one product
  • not being optimized for smartphones & tablets

It is not acceptable for a hospitality property to just have a website and expect to get direct bookings. The playing field has changed quickly with technology and the competition is getting stronger across many different channels.

Having a defined 12 month online marketing strategy can make all the difference and ensure you get the most out of your website investment.

 

  1. No proper data and analysis

It is increasingly important to have a basic awareness of your data and to continue to focus energy and marketing budgets where you are achieving the most positive results.

Without proper analysis you might be wasting your marketing budget or missing out on what your customers want.

Without the proper information many properties dismiss the idea they have issues and without this realisation problems are nearly impossible to fix or improve on.

The bottom line is that when you are lack on any of these you’re throwing profit out the window.

 

  1. Not getting repeat business

Good business people of all stripes work hard at customer retention, because they know it’s a lot more effective — and cheaper — to retain an existing customer than to go find a new one.

That wisdom is especially relevant for hospitality property owners, whose idea of hospitality creates personal as well as commercial connections for the people who stay with them. In fact, many hospitality property owners stress that their favorite part of the work comes in the friendships they make among their guests.

It is important to build those connections between your guests and your property? In other words, keep your visitors coming back.

 

  1. Collecting revenue during the slow times

Thinking about ways that can bring in more money during down times, even when you’re not bringing in guests. And by this I mean not planning long-term or checking out the competitions revenue strategies.

 

Conclusion

As I’ve mentioned the beginning of this podcast, these challenges are no particular order but all can have an impact in “putting heads your beds”.

Quite often, hospitality property owners who find themselves facing any of these challenges feel like they are in a ”rut” or like they are banging their heads against the wall.

As you can tell from these examples, taking on any of these challenges will require creativity, hard work, and a willingness to try new things.  But I know many owners/managers who have taken on the challenge and of not only improve their bottom line but have become reenergized themselves.

Follow us on social media or continue listening to these podcasts and I will continue sharing tips, ideas, and techniques to help you overcome these type of challenges.

 

If you have any interesting stories about Challenges Hospitality Properties Face and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC054

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 054 – 8 Major Challenges Hotels, Bed & Breakfasts & Resorts Face appeared first on Keystone HDC.

]]>
Keystone HDC 8:36
KHDC 053 – How to Improve Your Profits with Cross Promotion http://keystonehospitalitydevelopment.com/khdc053/ Tue, 20 Jun 2017 05:20:12 +0000 http://keystonehospitalitydevelopment.com/?p=13691 http://keystonehospitalitydevelopment.com/khdc053/#respond http://keystonehospitalitydevelopment.com/khdc053/feed/ 0 <p>What’s the difference between cross-promoting and cross selling? And which is going to increase my hospitality property profits? Welcome to another addition of hospitality property school. Today, I am going to take a closer look at Ideas for Cross-Promoting Your Hospitality Property.   Promoting your hospitality property can be a daily grind, but it [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc053/">KHDC 053 – How to Improve Your Profits with Cross Promotion</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

What’s the difference between cross-promoting and cross selling? And which is going to increase my hospitality property profits?

Welcome to another addition of hospitality property school.

Today, I am going to take a closer look at Ideas for Cross-Promoting Your Hospitality Property.

 

Promoting your hospitality property can be a daily grind, but it doesn’t have to be.

And you don’t have to do it alone.

You can increase your client base and improve your bottom line by using cross-promotion, collaborating on marketing with comparable business partners.

Cross Promotion is a great way of tapping target group of partners without investing much. With more businesses competing for a slice of the market share, creative businesses of all sizes are trying more cross-promotion campaigns, in the hopes of driving sales and increasing brand loyalty.

It can be a win-win situation for all of the parties involved.

 

Sometimes there is confusion over cross promoting and cross selling

Cross-promotion may involve two or more companies working together in promoting a service or product whereas cross selling or upselling, is the act of selling (or upselling) an additional product or service to an existing guest.

If you have additional products or services to offer at your hospitality property, it is important that you and your employees know how to cross sell or upsell.

 

Let’s take a minute to look at some ways to cross-sell your own products or services

You can do this within your own business by offering customers a product or service you offer at your property. It can be as simple as the waiter asking if the customer wants a salad to go with that main course. A subtle way of encouraging a guest to spend a little more.

Generally guest don’t mind.

Surveys show that most buyers appreciate being told about additional products or services that might better meet their needs or about new items that were not offered in the past. It’s a way of demonstrating that you are aware of their needs and care about their satisfaction.

The key to successful cross selling is to focus your efforts on meeting the guest’s needs rather than simply pushing products or services. Treat the cross-selling process like a suggestion so customers will volunteer more information about their requirements.

 

Here are some ways to improve your opportunities for cross selling:

Stay attentive. Don’t overload customers with unrelated cross-selling suggestions or they will not take anything. To gain the extra sale, you could simply mention that have other products or services are available.

 

Train your employees to upsell. Build your approach around serving the customer, not just selling more stuff. Explain how the additional products or services can further solve a guest’s problem and enhance their stay.

 

Cross sell on your website. Locate cross-sell items on your website where they can help educate shoppers on the depth and variety of what you offer. Mix and match items.

 

Offer a variety of prices. If you suggest three items to complement a product, try to offer a mix of price points.

 

Post expert recommendations. One way to enable cross selling is to state specific recommendations from professionals, experts or other customers. This could be a chef’s recommendation on a menu or lists of related items that other customers have purchased on your website.

 

Try product or service packages. Packages have long been used as a way to tempt shoppers to buy not just a single item, but a complete group of items that go together. Offering a deal on packages will help close the sale.

Training to upsell is a step in the right direction to increasing your bottom line.

 

Let’s continue with ways to cross promote

Organised cross-specials

You already know that you can target guests during or after a purchase with related specials, such as free giveaways, discounts, coupons, and/or gift cards. Try increasing your reach by working together with another local businesses. While your and your partner’s businesses might be unrelated in terms of product, both of you should have similar target clientele and a reputation for high quality products or services.

 

Make use of each other’s assets

Cross-promotions can provide an opportunity to make use of assets you already have, saving you money.

One of those assets you’re already paying for is space. Why not exchange a little retail space with your partner? The space can be as small as your partner’s counter, where you might place your business logo and description to cross-promote your brand. You can increase the effects of this approach by combining it with other cross-promotional methods like offering coupons and discounts.

 

Cooperate with influencers

So what is an influencer? A person or group that has the capability to influence the behaviour or opinions of others.

You and the influencer could cross-promote to each other’s audiences, or you could partner with a second business to bring a mutually beneficial influencer on board, splitting the cost of hiring an influencer.

Collaborating with an influencer can allow local businesses to create highly-targeted campaigns by zeroing in on an influencer’s specific qualities, like geography or target audience.

 

Combined Advertising

Many Fast Food Restaurant Chains often indulge in joint advertising with beverages companies. You can do this by partnering with the company where marketing to your target audience is mutually beneficial.

 

Co-sponsor a good cause

Joint charitable sponsorships are likely to attract more contacts than if only one business sponsors a cause. Such alliances provide co-sponsors exposure to each other’s audiences, and access to that of the charity. And, as sponsorship fees rise, you can stretch your budget by spreading costs with like-minded partners.

You may sponsor related events / TV shows to get more reach. This result might more beneficial if the event is also sponsored by other large sponsors.

 

Co-produce a newsletter

You and a partner can co-produce a newsletter that ties your brands together in an organic way. Co-production will keep expenses low while expanding the types of expertise you can offer your clients.

The newsletter doesn’t have to be about your businesses; it could be about a related subject. For instance, your hospitality property and a local tour operator could co-produce a newsletter talking about tourist activities in their area.

 

Cross-promote your brands on social media

If both you and your partner have an established social media presence, opportunity is calling. By cross-promoting each other’s brands to particular followers, you can double your visibility and win new guests.

Remember, cross-promotion doesn’t mean simply cross-posting one message from your social profile to all of your partner’s social media channels at the same time. That may just turn off your potential new audience. Instead, design your messages in a way relates to each particular audience.

Social media cross promotions require a diplomacy. Your messages have to meet certain expectations which highlight benefits of each company, why your companies are the best and how easy it is for travellers to get to you.

 

If your partner has a blog, write guest posts

Bloggers often guest post on other websites to get more exposure and increase their website traffic. This type of partnership is a good deal for both the parties as one party gets quality content while other gets more exposure and a backlink to his website.

 

Finding the right partner

Since your customers will associate your partner’s marketing with your own in a cross-promotion, it’s crucial to work with businesses who leave a great first impression.

Your next step is finding the right partner.

Consider your customers: what sorts of services or products would add value for them? Narrow the field by focusing on businesses whose services, products, and marketing you respect.

Don’t be shy about getting to know a prospective partner—Google them, check out their LinkedIn profiles, look for reviews and recommendations of the business online, and, of course, ask your network!

 

Conclusion

Cross selling or upselling is an excellent way to add an additional revenue stream to your business and a well-designed cross promoting, can be a win-win for all parties involved as everyone gets what they need.

If you have any interesting stories about cross promoting your hospitality property and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC053

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 053 – How to Improve Your Profits with Cross Promotion appeared first on Keystone HDC.

]]>
Keystone HDC 11:17
KHDC 052 – The Secrets of Video Marketing http://keystonehospitalitydevelopment.com/khdc052/ Tue, 13 Jun 2017 05:20:00 +0000 http://keystonehospitalitydevelopment.com/?p=13684 http://keystonehospitalitydevelopment.com/khdc052/#respond http://keystonehospitalitydevelopment.com/khdc052/feed/ 0 <p>Consumers view videos as a convenient, easy and quick way to get useful information about a product, service, organization or idea.  Welcome to another addition of hospitality property school. Today, I’m going to take a look creating a video.   In our last podcast, I looked at the benefits of video marketing. If you [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc052/">KHDC 052 – The Secrets of Video Marketing</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Consumers view videos as a convenient, easy and quick way to get useful information about a product, service, organization or idea. 

Welcome to another addition of hospitality property school.

Today, I’m going to take a look creating a video.

 

In our last podcast, I looked at the benefits of video marketing. If you have not heard it, you can find it at:

keystonehospitalitydevelopment.com/KHDC051

 

As I had mentioned in our last podcast, video is taking marketing by storm, but you’ll have to do more than just make one to realise its full potential.

If it were five years in the future, would you be reading this article or would you be watching it? As online video continues its inimitable rise, it’s an interesting question to ponder.

According to Cisco, a worldwide leader in IT and networking, this year, video will account for 69% of all consumer internet traffic. Video-on-demand traffic alone will have almost tripled.

 

But is creating marketing videos really imaginable for small businesses?

 

Absolutely!

 

What do You Need to Consider When Creating a Video?

Contemplate Social Media

Social media’s focus has been slowly morphing from images to video for a while now, with the uprising of video sharing sites like the decade-long dominance of YouTube and recently, the development of Instagram Stories and Facebook Live.

 

Not only are video sharing platforms being used, they’re flourishing.

 

Consumers view videos as a convenient, easy and quick way to get useful information about a product, service, organization or idea.

Therefore, businesses need to understand that videos provide a special type of easily-consumed, detailed content that potential customers increasingly engage with, enjoy, share and use as an educational step in the buying cycle. It is now up to businesses to create captivating videos to help spread their messages and maximize their customer base. Viewers are standing by.

 

Shorter is better

The Internet, coupled with the range of portable devices, such as smart phones and tablets, transform every person into a potential guest. Long lost are the days where hospitality properties had to actually find their target audience and hope their properties messages reached them.

For example; print ads. radio & TV ads, billboards)

Now, we have analytical data on narrowed-down possible guests, targeted online ads, landing pages and social sites that clearly and efficiently spread messages to specific groups of people to increase interest.

While the everyday person travels to and from work, shopping centers, events or leisurely relaxes in front of the TV in the evenings, studies show that same person’s mobile device is by their side most of the time, if not, all of the time. This person is certain to browse the Internet on their phone, and when a long article or dense product description seems too boring to read, a short video is often the preferred method of research. Easy to swallow content most often wins the hearts of possible guests.

Short videos are beneficial to hospitality properties because they establish creditability, enhance interest and have been proven to boost bookings. (They are also less expensive to produce.)

 

Know the technology

Creating marketing videos and online marketing can be very fluid. It is not “one size fits all” and nothing about it is “written in stone.” Technology changes quickly, causing customers behaviors to change. You must be able to make the right changes as needed.

A good piece of advice for any hospitality property owner is to have at least one passionate marketing specialist who can keep your company up-to-date with modern marketing strategies, or hire a competent marketing agency.

Many consumers now look at businesses that are not using current technology as out of date, and might immediately discredit the business as not being trustworthy or legitimate.

According to an Online Publishers Association study, 46% of Internet users who recalled viewing a video advertisement recently took some action after watching the video.

To put it bluntly, if you’re not taking advantage of video marketing right now, you might as well be pointing your potential customers to your competitors.

 

How long should your videos be?

The first 10 seconds is everything.

20 percent of people who watch videos will close the video within the first 10 seconds.

When a video reaches the 30 second mark, about 1/3 of the original viewers will be gone and by one minute, 45 percent of the viewers have left and roughly 60 percent by two minutes.

 

Here are the two of the most important rules about creating marketing videos:
1. The video must immediately capture people’s attention.

2. Marketing videos should be kept as short as possible.

 

For the video to immediately capture attention, it has to be relevant to the people watching. It should answer a pressing question by provide a solution to a problem.

That is what gives the video value.

Additionally, videos need to clearly exclaim a clear and unique message, but the video must also be condensed, straightforward, intriguing or entertaining, story-focused and leaving the audience wanting more. Leaving viewers eager to take the next step (AKA: call to action, which should be clearly pointed out in your video).

 

How Long Should Your Marketing Video Be?

Studies show that when creating marketing videos the so-called “sweet spot” is two minutes, while other studies reveal that the best length for an online video advertisement is only 15 seconds. A large study from 2010 revealed that social video advertisements of 15 seconds or less are shared nearly 37 percent more than video ads longer than that.

My suggestion? Start by making a video as long or as short as you feel it needs to be. Experiment and analyze the results. An even better idea would be to create one video 1 to 2 minutes long and then a condensed version of 15 to 30 seconds, and see which video gets more engagement, such as shares, comments and clicks.

 

Most effective places online to put short videos

Website
Company blog
Email marketing
Social media sites
Online advertising
 

In Conclusion

Video should not be too long, be clear and creative and used in all your marketing. Don’t be afraid to be experimental and analyse to results as you progress.

 

If you have any interesting stories about creating marketing videos and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

You can find them at:

keystonehospitalitydevelopment.com/KHDC052

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark

http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!

Get Your Free

“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 052 – The Secrets of Video Marketing appeared first on Keystone HDC.

]]>
Keystone HDC 9:23
KHDC 051 – 10 Compelling Reasons You Need to Use Video Marketing http://keystonehospitalitydevelopment.com/khdc051/ Tue, 06 Jun 2017 07:09:56 +0000 http://keystonehospitalitydevelopment.com/?p=13679 http://keystonehospitalitydevelopment.com/khdc051/#respond http://keystonehospitalitydevelopment.com/khdc051/feed/ 0 <p>The future of video marketing is here & if your hospitality property is not using it in your internet marketing strategy, you do so at your own peril. Welcome to another addition of hospitality property school. Today, I’m going to talk about why your hospitality property needs video marketing.   Okay, I want you [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc051/">KHDC 051 – 10 Compelling Reasons You Need to Use Video Marketing</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

The future of video marketing is here & if your hospitality property is not using it in your internet marketing strategy, you do so at your own peril.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about why your hospitality property needs video marketing.

 

Okay, I want you to use your imagination.

Imagine you want to get away to unwind, to a hotel or bed & breakfast.

You go to your favourite hospitality property booking engine to search for a property. You find a location and a property that looks promising. You go through the booking procedure only to find out the hotel is full for those dates you have available.

You like the area and find another property just down the street and want to do a little more research. You go to their website but are disappointed.

The rooms look small, dark and dingy and do not feel very welcoming. Compared to your first choice, it looks second-rate but the location is perfect and it is cheaper.

 

So you give it some thought and then say “What the heck”. You book the place.

 

A few days later you arrive at the hotel, walk into a very nice lobby and you try to remember if you had seen a picture of this lobby on their website.

You don’t remember.

The check-in is very friendly and efficient and you make your way to your room.

What happens next is totally unexpected.

You walk into your room and just stand there – shocked!

 

Your first thought is

“What are the owners thinking? This room is amazing!”

 

The room was large, beautiful, well lit, with a very elegant décor. You were not expecting this.

The room you saw on their website was nothing like this. To be honest, the room looked twice as nice as the original property you wanted to book and was less expensive.

 

Do you see where I am going with this story?

 

According to statisticbrain.com hotel bookings (2012)

Percent of all travel reservations made on the internet                        57 %

Percent of same-day hotel reservations made from a smartphone     65 %

And these numbers are only going up.

 

Do you think many hospitality property owners realize how much money they are losing by not showing their properties in the best light possible?

 

Why do you think many hospitality property owners end up in this situation?

Based on experience, I have a few thoughts.

  • They don’t think that hotel, inn, resort or bed& breakfast images matter online.
  • They took their pictures five years ago and have never bothered to update them.
  • They know their property is superior and think so does everyone else. All a guest has to do is see the property and they will know it is greater. That is the problem – the average quest will not check out the property because they have already booked the competition.
  • No or poor images are preventing customers from looking at the property.

 

What can you do about it?

The future of video is here and if your hospitality property is not already incorporating video into your internet marketing strategy, you do so at your own peril.

2016 has been a full-on video revolution year for marketers with 61% of businesses integrating video as a marketing tool. 66% of these companies were not using video in the previous year. This trend has progressed fast and will reach new heights sooner than you think.

 

You might still have your doubts and be asking yourself.

Is it really worth using videos for promoting my hospitality property?

Do you have the resources to create video content for my market?

 

The easy answer: Yes!

 

Video is one of the most flexible and profitable digital marketing tools available and is taking content marketing by storm.

In an age of information overload, it is easy for independent hotels, resorts, inns and bed & breakfasts to offer content that is easy to digest and It is no surprise that Axonn Research found seven in 10 people view brands in a more positive light after watching an interesting video from them.

According to Forrester’s researchers, if a picture is worth 1,000 words then one minute of video is worth 1.8 million words.

Production costs have fallen significantly in recent years and you no longer need to be a technical genius to use it.

 

You will need to keep the following in mind.

  • Your target audience and ensuring any videos are relevant to them.
  • That you don’t neglect social media and promote across multiple channels.
  • Make sure your videos are mobile friendly. More than a tenth of all video plays happen on mobiles and tablets, and that number is growing.
  • Lastly, to be creative, not only with the videos themselves but in the campaign strategy you build around them.

 

Need more convincing? Let’s look at 10 more reasons you need video marketing

 

  1. Impact

There was a time when including an image to your marketing was enough to enhance your properties attraction with potential customers. Today, with the overload of information blasting people all the time, videos have a much further reaching effect on today’s media driven culture.

Every day, people are inundated with information and they have to decide, what they take the time to read and view. A good video promotion can bring a clear understanding of the benefits of your property & service and with the use of eye catching visual media will help a customer feel more confident in their decision to book your property.

 

  1. Video Increases Bookings

Videos can increase your profits. Adding a video on your website can increase booking conversions.

It makes sense that the effectiveness of video is not even that surprising. Vision is our most dominant sense and most information transmitted to our brain is visual.

So if already pictures can boost engagement, imagine what moving images can do to your business.

 

  1. Video Shows a Return on Investment

76% of businesses say that video provides good return on investment. Even though video production is not yet the easiest nor cheapest form of marketing, it has already proven it can pays off. Besides, online video editing tools are constantly improving and becoming more affordable. Even your smartphone can make pretty decent videos.

Another good news is that your videos don’t have to be perfect. It’s the content that matters! Customers are mainly put off by videos that don’t explain a property or the services they offer clearly enough. Low quality and poor design don’t matter as much.

 

  1. Video Builds Trust

Trust is the foundation of conversions and sales. But building trust should be a goal on its own.

Video does it all.

Video content is likely to engage and ignite emotions in us, so, if you are serious about content marketing, you must be serious about video, too.

Effective marketing videos can present your hospitality property in a conversational form which can give customers more confidence to book online.

 

  1. Google Loves Videos

You’re 53 times more likely show up first on Google if you have a video embedded on your website. Since Google now owns YouTube, there has been a significant increase on how much videos affect your search engine rank.

Make sure to optimize your videos on YouTube for SEO. Write interesting titles and descriptions. Add a link back to your website and services. Give possible guests the way to take the next step.  

 

  1. Video Appeals to Mobile Users

Video and smartphones hand in hand. From 2012 to 2014, mobile video views have increased by 400 percent. YouTube reports smartphone video intake rises 100% every year. Since people like to watch videos on the go, and the amount of smartphone users is growing, your video audience keeps getting bigger and bigger.

In addition, Google tells us that smartphone users are twice as likely as TV viewers and 1.4 times more likely as desktop viewers to feel a sense of personal connection to brands that show video content on their devices.

 

  1. Video Can Explain Everything

45% of businesses who use video marketing said that they have an explainer video on their home page. Of those businesses, 83% said that their home page explainer video was effective.

 

  1. Video Engages On Multiple Levels

Video is a great tool for learning but it’s also super easy to consume.

Video marketing can capture a wide audience and it works on many levels. Make sure you target not only to the eyes but also to the ears of potential guests. Your competitive advantage gets double power!

 

  1. Video Encourages Social Media Shares

YouTube is the second most popular social network in the world. Social networks encourage video content with their new features. Facebook has launched Live Video. Instagram put in place 60-Second Videos & Instagram Stories, Twitter has Periscope.

However, in social media context video marketers must remember that people share emotions, not facts. 76% of users say they would share a branded video with their friends if it was entertaining. So create fun entertaining videos to encourage social shares.

 

  1. Video in Email Campaigns

When your creating videos, make sure you to integrate them in your email marketing campaigns. An introductory email that includes a video receives an increase click-through rate by 96%!

 

That’s an amazing way to stand out from competition and get your message across.

 

 

Here’s what you should consider.

  • Why good quality photography and video are essential to your bottom line.
  • Deciding what type of images you need.
  • Establishing a budget wisely.
  • Find the right photographer/videographer for the job.
  • What you need to do to help the photographer/videographer.
  • How to get the biggest bang out of your images/video.

 

Let’s look into these a little more closely.

The internet is an extremely visual medium and in the hospitality industry, potential guests tend to look at any images before they start reading any text about amenities or services. In most cases, they’ve already made up their mind with their first impressions.

Depending on what they saw, you may have already secured or lost the booking.

People tend to subconsciously look at a picture or video and visualize themselves in that setting. If they like themselves in that setting, they will want to be there and act appropriately.

They will then try to fit their needs into the list of amenities rather than the other way around.

If you don’t believe me, think back to your own experiences and the last time you booked a hospitality property or bought a product online. Did you read all the text or check out the images first.

I bet, if you like the pictures then you skimmed over the amenities and if you didn’t like the images you probably scrutinized the amenities almost hoping they would not suit you so you could move on.

 

Think about it. That is the way most of our brains are wired.

 

At the very least, your images should truthfully reflect your property. Don’t over exaggerate but it would be fine to use a certain degree of creative license when it comes to the photography.ie. Good lighting, clean sheets, everything in its place.

 

 

Conclusion

Video marketing is becoming more and more affordable and widespread. Partly because advanced technologies but also because it’s easy to spread across the world. 

Emotionally charged, creative video advertising can be spread on the Internet in a matter of days, and at times even going viral.

Video marketing techniques are flooding today’s social media outlets and websites. Studies have shown that consumers are at least 64% more likely to book a property or service that has video representation. This makes establishing a personal connection with customers through the means of video marketing a key element in the future of online marketing.

If you have any interesting stories about video marketing and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC051

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 051 – 10 Compelling Reasons You Need to Use Video Marketing appeared first on Keystone HDC.

]]>
Keystone HDC 15:26
KHDC 050 – How to Create Your Hospitality Property Training Program http://keystonehospitalitydevelopment.com/khdc050/ Tue, 30 May 2017 05:21:23 +0000 http://keystonehdc.com/?p=13665 http://keystonehospitalitydevelopment.com/khdc050/#respond http://keystonehospitalitydevelopment.com/khdc050/feed/ 0 <p>For hospitality property to grow their business and remain competitive, they must make a commitment to ongoing employee training. Welcome to another addition of hospitality property school. Today, I’m going to take a look creating an employee training program.   In our last podcast, I looked at the pros and cons of employee training. [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc050/">KHDC 050 – How to Create Your Hospitality Property Training Program</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

For hospitality property to grow their business and remain competitive, they must make a commitment to ongoing employee training.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look creating an employee training program.

 

In our last podcast, I looked at the pros and cons of employee training. If you have not heard it, you can find it at

 

keystonehospitalitydevelopment.com/KHDC049

 

Today, I am going to take a closer look at creating an Employee Training Program?

You have to look at training is an investment in your property and staff that will provide lasting returns in productivity and profits, but only if it is well-planned and implemented.

 

It all starts with you.

 

To be competitive, hospitality property owners and managers must make a commitment to any new training program and create an atmosphere and culture of ongoing employee and business improvement.

Assess training needs by defining your hospitality properties needs and goals. Define short- and long-term goals. Based on these needs and goals, identify position-related goals and the skills necessary for the employee to achieve these goals. These will all be added to your operations manual

 

You want to start training for new employees. Here are the steps to help you get started.

  • New employees to your property can be welcomed with an orientation program that makes them feel at ease and like they’re a part of the team. Your orientation program can provide employees with a proper introduction to your company, what’s expected and where they fit into overall goals.

 

  • New employees need to become acquainted with their new workplace immediately. Take them on a tour, pointing out essential locations.

 

  • While touring the facility, introduce the new employee to fellow co-workers.

 

  • Give them a copy of an employee handbook that contains your hospitality properties rules and regulations. It should also cover benefits, pay dates, paid-time off, lunch and other work breaks, state and federal employment laws and acts and more. Provide the employee with a signature page that outlines that he has read and understands what’s outlined in the handbook. It should also include their expected goals and how they fit with the overall needs of the company. This information should be discussed during new employee orientation so that an employee can get clarification on any points they are unsure of.

 

  • Although an employee may have experience in the hospitality industry, they still need to learn how your properties system. An option might be shadowing an employee or appointing a mentor to help guide them through their first couple of weeks with your property.

 

  • Schedule an employee evaluation after some time on the job. This can benefit both employers and employees by giving each an opportunity to discuss how an employee is performing in his role and what he may need to be more successful. Set up a 30-, 60- or 90-day review period for new employees.

 

Ongoing Training

  • Separate training into two categories; soft and hard skills.
    • Soft skills are training on topics such as customer service, policies, harassment, diversity, safety & other general information training.
    • Hard skills are those used to complete a specific task, such as machine operation or specific job procedures.

 

  • Create a training template on paper or a computer spreadsheet that lists employee names, job titles and all training you plan to offer. Placing scheduled training dates next to the employee’s names for each training will allow you to use the template as a scheduling and tracking guide.

 

  • Match employees with training that suit their specific jobs. Some general information training should be assigned to every employee on the training template.

 

  • Designate an in-house training coordinator or team to help you develop and create your program; there are many resources available online. (HDC Training Tutorials). You may also want to consider hiring an independent training company to develop your program. The coordinator or team leader will oversee all training programs.

 

  • Implement your training program with all new hires during their orientation, especially those training related to safety and your hospitality property policy. Arrange for current employees to attend training as needs arise or schedules allow.

 

  • Follow through with your training program. If you are going to spend time and money getting it prepared, your goal is to get each employee trained as quickly as possible.

 

  • Monitor your training program regularly by obtaining employee feedback and comparing department “before and after” training productivity statistics. It’s okay to tweak and modify training as the program progresses.

 

Developing an effective employee training program is vital to the long-term success of any business. Training programs provide multiple benefits for employees and the company, but only if they are carefully planned and properly implemented.

 

Prioritise the Types of Training

  • Implement training modules in the order of importance. If customer service or time management are major issues, roll out those training first.

 

  • Use a professional trainer or experienced employee whenever possible. The outside trainer’s interaction and presentation of the material can have a major and lasting effect on training.

 

  • Use multi-media tools. Professional training organisations use slideshows, whiteboards, games, role-playing and videos in addition to written material.

 

  • Create an employee feedback form to rate the training and collect comments and opinions as to the training session’s perceived effectiveness. Participant feedback must be taken seriously to grow the program and gauge its impact.

 

  • Make training a part of every new employee’s orientation going forward. New hires are prime candidates for training during their first days on the job.

 

  • Limit the time for each training to no more than 60 to 90 minutes or less. This will make scheduling predictable, and help prevent employees from experiencing information overload.

 

  • All managers and supervisors must be onboard to the concepts presented and be trained themselves. Without the support and understanding of management, training programs run the risk of having little or no benefit.

 

Working Together to Set Goal Making

When creating a new training program, allow employees to give input in the goal-making process. By letting employees work as goal setters, management can show these workers that they are important members of your business instead of simply lowly employees.

 

On last point today:

When your employees complete a training session, they should be recognised for their achievements. Showing them that you truly appreciate all that they have done could encourage them to continue to put effort into being the best staff they can be.

If you have any interesting stories about creating an employee training program and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC050

 

Wow, 50 episodes!

 

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 050 – How to Create Your Hospitality Property Training Program appeared first on Keystone HDC.

]]>
Keystone HDC 10:18
KHDC 049 – The Importance of Training Your Staff http://keystonehospitalitydevelopment.com/khdc049/ Tue, 23 May 2017 05:21:24 +0000 http://keystonehdc.com/?p=13657 http://keystonehospitalitydevelopment.com/khdc049/#respond http://keystonehospitalitydevelopment.com/khdc049/feed/ 0 <p>Ongoing employee training can show your hospitality property employees that you consider them valuable and improve any declining morale. Welcome to another addition of hospitality property school. Today, I’m going to talk about the importance of training at the hospitality property.   Would you let a mechanic work on your car who never learnt [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc049/">KHDC 049 – The Importance of Training Your Staff</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Ongoing employee training can show your hospitality property employees that you consider them valuable and improve any declining morale.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about the importance of training at the hospitality property.

 

Would you let a mechanic work on your car who never learnt about cars?

or

Eat at a restaurant where the chef was never taught to cook?

or

Feel comfortable being treated by a doctor who never went to medical school?

 

Here Is a Fact!

Employee training gives your employees the chance to grow their knowledge base.

Unfortunately, but many employers only see the negatives when looking at training opportunities such as training development opportunities can be expensive or employees might miss out on work time.

 

Let’s Look at What Can Happen If You Don’t Train Your Employees

  • When there is no training, employees might not understand how to do their jobs. This leads to low morale among staff, which causes employee turnover. A property with a reputation for high employee turnover is also unattractive to potential job candidates.
  • Unskilled employees could spend considerable time seeking help to perform their jobs or they could do the tasks the way they think they should, which could be a disadvantage of the work process. This could result in a low rate of production.
  • Supervisors and more experienced employees would have to spend more of their valuable time checking unskilled workers.
  • Untrained workers are more vulnerable to injuries.
  • A hospitality property that does not train its staff can expect a boost in miscellaneous expenses. These could include reimbursement of unsatisfied guests or the cost of medical attention for staff because of injuries sustained from unskilled use of equipment and supplies.
  • Untrained employees will result in dissatisfied customers that will not return.

 

The good news is that if an employer steps back, they might see that training and development can provide both, the hospitality property as a whole and the individual employees with benefits that make the cost and time a worthwhile investment.

If the training is well thought out, relevant to employees jobs and presented in a professional manner, businesses are more likely to retain great employees.

Training can show employees that you consider them valuable, relieve stress and tension resulting from turnover, improve declining employee morale and the decreased productivity that results from high loss of employees.

 

Other Positive Result Due to Training

  • Almost all employees have some weaknesses in their workplace skills. A training program can allow those skills to be strengthened.
  • Training can help reduce any weak links in your business who rely heavily on others to complete basic work tasks. A good program brings all employees to a higher level so they all have similar skills and knowledge.
  • With necessary training, you can create a team with overall knowledgeable who can take over for one another as needed.
  • You will have employees that can work independently without constant help and supervision from others.
  • Your employees can contribute to the success of your hospitality property when they are trained to perform their jobs according to industry standards.
  • Trained employees are interested in performing their jobs well to advance the company, feel a sense of pride for a job well done and advance to higher positions.
  • An employee becomes more aware of safety practices and proper procedures for basic tasks.
  • The training may also build the employee’s confidence because they have a stronger understanding of the hospitality industry and the responsibilities of their job.
  • Employees who are competent help your hospitality property hold a position as a leader and strong competitor within your region.
  • Hospitality properties can reap the benefits of providing training for their employees because well-trained workers help increase productivity and profits.
  • Keeping well-trained employees pays off significantly for hospitality properties because the cost of employee turnover can be high.

 

The Importance of Consistency

A consistent, structured training and development program ensures that employees have a reliable experience and background knowledge. All employees need to be aware of the company’s basic policies and procedures within the property. Putting all employees through regular training in these areas ensures that all staff members at least have exposure to the information.

It is also be proven that job satisfaction generally increases and self-esteem improves when trained employees better understand the workings of the business. Training can also enhance morale on the job and loyalty to the company.

 

The Importance of a Structured Training Program

When designing a training program, there are a few things that have to be taken into consideration:

  • A structured training program has a clearly detailed schedule
  • Time frame
  • Outline of activities with well-defined goals and consequences
  • Assignment of responsibilities

Having a structured training program usually leads to more success and employee development than an informal or unstructured one. Without clear structure, some companies cut corners or fail to complete training processes thoroughly.

The structure of a training program also increases your ability to provide a consistent and high-quality training experience for employees. This ensures that each employee starts with a similar opportunity to learn the key aspects of their job.

Structure means certainty. You can be certain about the quality and impact of the training provided, at least to the extent they trust trainers to perform their duties. It will not take long before you know how many days or hours you need to assign to training for each role. This makes budgeting for training more effective.

 

In the next podcast, we will look at how to set up a training program.

 

If you have any interesting stories about employee training and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC049

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 049 – The Importance of Training Your Staff appeared first on Keystone HDC.

]]>
Keystone HDC 8:33
KHDC 048 – Are You Feeling Stressed? http://keystonehospitalitydevelopment.com/khdc048/ Tue, 16 May 2017 05:21:48 +0000 http://keystonehdc.com/?p=13648 http://keystonehospitalitydevelopment.com/khdc048/#respond http://keystonehospitalitydevelopment.com/khdc048/feed/ 0 <p>What is it like when you are feeling stressed? You can’t keep your thoughts together. Feeling stressed can affect you deeply in both mind and emotion. Welcome to another addition of hospitality property school. Today, I’m going to take a look at how you can overcome feeling stressed.   But first a couple of questions. [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc048/">KHDC 048 – Are You Feeling Stressed?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

What is it like when you are feeling stressed? You can’t keep your thoughts together. Feeling stressed can affect you deeply in both mind and emotion.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at how you can overcome feeling stressed.

 

But first a couple of questions.

 

  • Are you feeling stressed?

 

  • Does it look like there are constant obstructions in your way?

 

  • Does it seem like you have so much to do that you can’t keep them straight?

 

  • Do you feel like some insane existence is sabotaging you by preventing your progress?

 

In this podcast I am going to share some things to look for. Before I start I want to encourage anyone who is feeling extremely stressed to check with their doctor.

What is it like when you are feeling stressed? You can’t keep your thoughts together, every problem is huge, and you feel overwhelmed, anxious and have trouble sleeping. You might feel like you have the weight of the world on your shoulders.

Feeling stressed can affect you deeply in both mind and emotion.

There is a really good chance that you would be hard-pressed to find someone in your life — including you — that wouldn’t say they’re stressed about something.

And while stress can sometimes be good — it can help you conquer fears or motivate you to get something done — when you’re constantly in a state of tension and anxiety, it can have an effect on your body’s physical and emotional state.

 

I will look at 7 symptoms of stress and what you can do about them.

 

  1. You’re constantly sick

It seems like every week you’re feeling sick. Are you continually have a cough, sore throat or a fever, you might want to blame your workload and not just your sneezing co-worker. When we are under extreme pressure, our bodies secrete a stress hormone called cortisol that can help us short-term, but if you’re stressed out constantly, these hormones aren’t as helpful and can become depleted over time. Cortisol and other hormones are components of the immune system and though they help the body cope with stress, when these hormones are withdrawn, we become more susceptible to sickness.

Stress can also slow wound healing, contribute to the reactivation of latent viruses, and increase vulnerability to viral infections.

What you should do: Allow your body the time it needs to recover. Listen to your body when you feel tired or drained and make time for rest and extra sleep.  

 

  1. You’re having trouble concentrating.

When you’re too overwhelmed to focus on what’s in front of you, or you can’t remember simple things like a co-worker’s name, it could be a sign you’re overworked. Studies have also shown that long-term stress stimulates growth of the proteins that might cause Alzheimer’s disease.

What you should do: If you can’t focus or remember simple things during the workday, taking a few long inhales and exhales can help when faced with a high-pressure situation. “Deep, even breathing not only affects whether or not our thoughts control us or we control them, but it also affects the bodily sensations that are experienced when faced with a high-stress situation.

 

  1. If you have a constant headache

If you experience throbbing or feel pressure anywhere on the head or temple area, there’s a good chance it’s a tension or stress headache your lifestyle might be to blame.

What you should do: When stress is the cause of your headache, the easiest thing to say is, ‘have less stress in your life,’ but that advice itself is stressful. Understanding your headache‘s coming from stress can be helpful therapy. People oftentimes feel worse worrying and trying to figure out what the cause could be, so knowing it’s not some serious health problem may make a person feel better. Keep in mind, if your head pain feels like a “migraine headache,” “the worst headache of your life,” or a headache that wakens you from sleep, those are signs of a dangerous health problem and you should visit a doctor immediately.

 

  1. Your back or neck is always hurting

If you’ve got a stiff neck, your lower back cramped up after a long day of work, or knots in your shoulders, it could be due to your work or personal situation. High levels of stress and tension create discomfort and muscle pain by tightening muscles and causing muscle spasms which can also lead to headaches.

What you should do: Many relaxation techniques can help with stress reduction, including taking deep breaths from the diaphragm, meditation, massages and yoga. Devote time for stretching breaks throughout the day.

 

  1. If you having trouble sleeping

If you’re wakening up and worrying or deliberating over things, it could be a sign of anxiety or depression. After a full day, sleep should come easy and getting into bed a time you can shut your brain off and relax. If you feel tired but have a difficult time falling asleep, it’s possible you have stress-related fatigue.

What you should do: If this is regular occurrence, talk to your doctor and discuss whether your chronic stress may have led to depression. When you’re not sleeping well, everyday annoyances might make you feel even more overwhelmed and frustrated because you’re more vulnerable. Cutting back on caffeinated and alcoholic beverages and increasing exercise can also improve sleep patterns.

 

  1. Your hair is starting to fall out.

If you’re waking up with more than a few strands on your pillow, you may be experiencing from a medical condition called alopecia areata. This is an autoimmune skin disease brought on when the body’s immune system attacks the hair follicles, causing small round patches of hair loss on the scalp. It is not dangerous, but it’s likely to be connected with a severe stress. This disease more likely to occur in young women or adolescent girls.

What you should do: This is usually a temporary condition and your hair will grow back once stress is minimized. But don’t be afraid to talk to your doctor about what’s going on.

 

  1. You’re getting urinary tract infections.

If you don’t take the time for bathroom breaks, you could be putting yourself at risk for urinary tract infections. When people are under increased stress or working too hard, they sometimes put off going to the bathroom, but that could have huge risk factors.

What you should do: This one is a no-brainer – When you feel the urge to go to the bathroom, go to the bathroom. An uncomfortable urinary infection is going to feel way worse than those few minutes you spent trying to crank out your work.

 

The next step you should consider is to make a plan and set goals.

Most of us know it’s easy to make goals, and to be able to see yourself meet them, but the problem is actually doing it during the daily grind.

 

So how do we overcome this problem?

Start by taking some time and making a mind map. You can do this on your own or as a group in a brainstorming session.

 

So, what is a Mind Map?

A mind map is a diagram which represents thoughts and concepts beginning with a central idea.

In order to start a mind map, you will need a whiteboard or Bristol board, something big to write on. In the center of the board write your main theme or idea; for example, hotel, bed-and-breakfast or resort. Then link related ideas, words or drawings to it through branches. You can then add secondary branches and as many sub-branches as necessary to reflect any ideas around that central thought. Keep adding until you cannot think of anything else.

 

Mind maps are great!

It encourages you and others to perform radiant thinking or creative thought which is an effective method to improve your understanding and memory through the visual illustration of information.

Determine your priorities and deadlines; put them in a calendar.

If you have projects you want to accomplish, determine when you want them completed and work backwards to establish a realistic timeline writing all of the steps and elements you need to take to get there.

Now that you can see what has to be done it might not look quite as scary.

 

Whenever you can chunk or batch?

Chunking is the process of dividing something into smaller pieces. You can chunk down a job or a project to make actionable steps and batching and I will give you an example of batching.

If you are in the habit of sending out thank you cards to your guests for staying, instead of doing them one at a time, wait until you have a few you like to send and do them all together. This can be more efficient and save you time.

Another important thing to remember is when planning and setting goals think long-term and be patient.

 

As in the immortal words of Warren Buffett:

 “No matter how great the talent or efforts, some things just take time. You can’t produce a baby in one month by getting nine women pregnant.” 

 

What is the next step: 

 

Do it!

 

It’s never too late to get on track with your goals. When you break goals into doable chunks and batch whenever you can it’s much easier and more motivating to achieve them.

If you have any interesting stories about feeling stressed or how you overcame it and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

You can also find a “property inspection form” that you can download and use at your own hospitality property.

 

You can find them at:

 

keystonehospitalitydevelopment.com/KHDC048

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 048 – Are You Feeling Stressed? appeared first on Keystone HDC.

]]>
Keystone HDC 12:20
KHDC 047 -15 More Ways to How to Make Your Hospitality Property Memorable http://keystonehospitalitydevelopment.com/khdc047/ Tue, 09 May 2017 05:21:34 +0000 http://keystonehdc.com/?p=13629 http://keystonehospitalitydevelopment.com/khdc047/#respond http://keystonehospitalitydevelopment.com/khdc047/feed/ 0 <p>Want to stand out from your competition? Here are 15 ways you can make your hospitality property memorable. Welcome to another addition of hospitality property school. Today, I’m going to talk about more ways to make your hospitality property memorable. In our last podcast I talked about 25 ways to make your hospitality property [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc047/">KHDC 047 -15 More Ways to How to Make Your Hospitality Property Memorable</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Want to stand out from your competition? Here are 15 ways you can make your hospitality property memorable.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about more ways to make your hospitality property memorable.

In our last podcast I talked about 25 ways to make your hospitality property memorable.

I shared ideas about how your property looks, how to get your guests involved, how to say in touch, and promotions just to name a few.

If you have not heard it, the post can be found at

 

keystonehospitalitydevelopment.com/KHDC046

 

Today, I would like to give you 15 more ways you can make your hospitality property memorable.

 

  • Call before check in

Its 6:00pm and you still have a number of your arrivals due to come in. Spend a few minutes and call all of your arrivals and let them know you are expecting them.

 

  • Welcome local artists to display their work in your lobby

People are naturally charmed to pleasing things, this is why art is an good way of making your property more memorable among travelers, especially if it’s interesting, inviting, and creates a visually stimulating experience for your guests. You can encourage them to take pictures together with the art you display so they can share these photos on social media.

 

  • Welcome Returning Guest Back

Everyone likes to feel special so when you have returning guests, use their name. You want them to recognize that they are returning, so give them what they want.

 

  • Novelty Offerings

Not everything in life should have a logical explanation behind it.

Creating a few novelty offerings for your guests is a great way to redefine the experience that they get while staying at your property. It does not have to be extravagant. As long as it’s something out of the ordinary and creates a spectacle, then you’re good to go. For example a drink in affordable glass containers or clear vases and serve your own version of enormous drinks. A simple spectacle that days after travellers have left your hotel, they would still be talking about it and sharing their stories with their friends.

 

  • Arranging Dinner Plans

Everyone has to eat. Asking a guest “Do you have dinner plans?” is an easy topic of conversation. Offering to give recommendations will be much appreciated to the traveller that has not had time to even think about it.  You should ask them “What are you in the mood for?” If you have a restaurant on site you could recommend a menu option. If the request is not available on your menu then identify a local landmark.

 

  • Upgrade

If you are sitting at around 50% occupancy for the night, does it really cost you more money to give an upgrade? Can you remember the last time you received an upgrade? I bet you do.

 

  • Fold Towels in shape of animal

Yes, I know the cruise lines do this, but it rarely fails to get at least a smile. It is still a welcome surprise to walk into a room with something that shows a little extra care and attention.

 

  • Call after problem

A guest calls the front desk with a problem, send someone over to fix the problem.  When the job is finished?  Call the guest right back and ask if everything was fixed to their satisfaction.

 

  • Weather Forecast during wake-up call

Don’t just call and say here is your wake up call. Make the first conversation your guests will have that day be better than expected. Suggest “bundling up” because it’s cold outside or ask if they will need an umbrella because it should be raining all day.

 

  • “Yes, I cleaned here”sign

How clean is my room?  It may look clean just like any other room, but what about the things I don’t see.  Hide a note underneath the bed stating the housekeepers name and today’s date. You could also offer a free beverage if they bring the sign to the desk or restaurant.

 

  • Provide Bikes to Borrow

If beneficial, implement a bike lending program. This is extremely effective especially if your hotel’s location is near points of interest and scenic tourism spots. Make sure that you prepare the necessary documents and agreements before starting this project.

 

  • Brand name shampoos, soaps and lotions

It may cost you a little more per room to have brand name shampoos, soaps and lotions sitting on the bathroom counter, but they do educe a positive response from your guests. Everyone knows that these small items get taken as little souvenirs. Consider the extra costs for upgraded bath products an investment in marketing and happiness.

 

  • Don’t let them go hungry

People often associate eating with happiness. You can also trigger those emotions by offering free cookies or snacks at the front desk, having an informal evening wine and cheese party or serving hot cocoa during the winter months.

 

  • Families like to travel

When families travel with young children, they always appreciate it when you go beyond the expected and make it a priority to focus on the young ones. Having baby cribs, games and coloring books, and maybe even handing out little stuffed animals to small children when a family arrives, makes it obvious that your hotel is a good place for families to stay.

 

  • Take a creative approach to room service

If you do not have an onsite restaurant or a kitchen that can prepare meals, you can still offer the convenience of room service by thinking a little creatively. Forge a relationship with several of the local restaurants that offer delivery service. They can prepare meals off-site and deliver them to hungry people who do not feel like going out for dinner. The restaurants will love getting additional business and you will take another step toward making your new friends happier.

 

I would like to leave you with this thought:

The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed.

Henry Ford

 

In Conclusion

  • Call before check in
  • Welcome local artists to display their work in your lobby
  • Welcome Returning Guest Back
  • Novelty Offerings
  • Dinner Plans
  • Upgrade
  • Fold Towels in shape of animal
  • Call after problem
  • Weather Forecast during wake-up call
  • “Yes, I cleaned here” sign
  • Provide Bikes to Borrow
  • Use brand name shampoos, soaps and lotions
  • Don’t let them go hungry
  • Families like to travel
  • Take a creative approach to room service

 

I would like to know what you have done to make your hospitality property memorable. Is there one little thing that makes your property unique? If you would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

You can also find a “property inspection form” that you can download and use at your own hospitality property.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC047

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 047 -15 More Ways to How to Make Your Hospitality Property Memorable appeared first on Keystone HDC.

]]>
Keystone HDC 9:11
KHDC 046 – 25 Ways to Make Your Hospitality Property Memorable http://keystonehospitalitydevelopment.com/khdc046/ Tue, 02 May 2017 05:21:55 +0000 http://keystonehospitalitydevelopment.com/?p=13581 http://keystonehospitalitydevelopment.com/khdc046/#respond http://keystonehospitalitydevelopment.com/khdc046/feed/ 0 <p>What can you do to go the extra step, to make your hospitality property memorable? Welcome to another addition of hospitality property school. Today, I’m going to talk about ways to make your hospitality property memorable.   What do I mean by memorable? We have all visited properties that have friendly staff, nice rooms, a [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc046/">KHDC 046 – 25 Ways to Make Your Hospitality Property Memorable</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> What can you do to go the extra step, to make your hospitality property memorable?

Welcome to another addition of hospitality property school.

Today, I’m going to talk about ways to make your hospitality property memorable.

 

What do I mean by memorable?

We have all visited properties that have friendly staff, nice rooms, a good view, and an enjoyable breakfast. There is nothing wrong with these hospitality properties and you feel satisfied paying.

You get what you paid for.

 

Does this make this hospitality property memorable?

I am sorry to tell you, nope!

Now, what I have just stated should be the minimum standards every property would strive for, understanding the fact that sometimes a good view might not be possible.

 

What can you do to go the extra step, to make your hospitality property memorable?

The possibilities are endless but let’s look at few.

Start from when your guests arrive – make sure your hospitality property is inviting and to do this you need to look at your property from your guest’s perspective:

 

  1. Is your entrance is well lit; with a welcoming, attractive company sign is posted.

 

  1. Is it easy for your guests to park and get to the front door without getting soaked if it’s raining?

 

  1. Is it easy to get luggage through the front door?

 

  1. Are your guests welcomed with a smiling face and help if necessary?

 

  1. Are your guests treated the way you would want your parents or grandparents to be treated?

 

  1. Are there specialities in your region that could be unique to your hotel that guests can take home or share with others? e.g. fruits, maple sugar, woodcarvings, wine glasses with the properties name etched into them. These are items could be available to sample or buy?

 

  1. Ensure you have a simple and seamless registration system.

 

  1. Tell an interesting story. What makes your hospitality property unique? Is there a historical or family story you can share? This can be done in the form of a small booklet or a postcard your guests can take with them.

 

  1. Encourage your guests to send your photographs they have taken during their stay and if suitable, post them on your website’s gallery.

 

  1. Send a personalised follow-up thank you cards a few days after your guest’s departure. I know this may seem like a lot of work but if you calculate the revenue from return business against the time it takes to write the cards, you will soon find that is more than worth it.

 

  1. Develop systems to collect your guest’s emails through surveys, contests, or by just asking. Stay in touch with information, offers and incentives. Share knowledge of your area and let your guests know what’s going on in your region or send them a copy of your great aunt’s favourite cookie recipe.

 

  1. Know where you can see reviews for your property, for example, your website or property booking engines and review them frequently. Don’t be afraid of reviews and deal with any negative – quickly. It is much easier and less expensive to regain the customer you had and lost than to gain a new customer.

 

  1. Recruit the right people. You can’t do it alone, so choose your team wisely. Be clear about what you are looking for. As I said in an earlier podcast you want to choose staff that can show empathy. People can be taught how to clean a room, take a reservation, to serve wine, but it is far more difficult to teach someone how to be welcoming, stay calm under pressure or to use their initiative. You want to be able to instil your values on your team and be sure they understand.

 

  1. This isn’t only important for your frontline staff but also the back of house staff. Everyone’s attitude towards customer service, as a unit, will have a great effect on your client’s experience, their likelihood of coming back and referring other people. Your kitchen staff’s openness to guest’s tastes, your maintenance staffs appearance and your housekeeper’s discretion all have an impact on your guest’s impression.

 

  1. Encourage your team to see everything from a customer’s perspective. The more of your services and products your staff are able to experience first-hand the better. Allow staff be waited on in the restaurant, stay a night as a guest, and sample the any of the extras you offer. Encourage them to make recommendations and suggestions to improve the products and service. This gives your team confidence – which will be apparent to your customers – and provides consistency.

 

  1. Empower employees to make immediate decisions and then take action will quickly resolve most problems to the satisfaction of your guests. There is nothing worse than having to tell a guest that you are not able to help them and that you will have to call the Supervisor to resolve their issue? Any problems that may arise during a guest’s stay should be able to be handled by the front desk and the hotel staff. This can be done by having a well-trained staff.

 

  1. Ensure any promotional material is visible and eye catching. No point having it tucked away out of view! Put them in high traffic areas – by the reception, entrance to the restaurant, in elevators?

 

  1. Collaborate with competitors. When you are full, you can refer people to other properties that you have a good working relationship and vice versa. Recognise that your guests won’t necessarily want to eat with you every night, so where do you recommend? A competitor’s restaurant can offer a discount for your guests, and in return, you give a preferential rate to their customers?

 

  1. Be visible in your hotel, and talk to your guests. Strike a balance between being friendly and not over intrusive. When you get to know your customers personally, you get to know their likes and dislikes; you hear their suggestions and get their feedback. This all this builds rapport and trust. Make sure to reward customers who give you contact details of others. The more referrals you have the greater the likelihood of gaining new customers.

 

  1. If your hospitality property has a Green Programs and Policies, promote them. Travellers are becoming more concerned than ever with protecting the environment. Companies that practice and promote themselves as being green have an advantage over their competition that has not kept up with the population’s changing views.  Although the best way to be environmentally friendly is to start with the design and construction of a new property, existing hotels can also do a lot to become greener. If you are looking for a quick, visible and inexpensive program to start becoming greener, add recycle baskets in the rooms for paper and bottles.

 

  1. Make every guest room inviting and comfortable. When people are travelling, their room could be very important to them. Whether your guests are vacationers or business travellers, many would like to be able to relax or need a space to work. For this reason, each room should have the basics. A good size, flat-screen TV to keep them entertained; free wireless internet connection is a must; a coffee machine; an upgraded shower head; a mini-fridge and possibly a microwave will be appreciated by all your clients.

 

  1. Promote upcoming events in either your property or in the surrounding area so guests see what you’ve got coming up in the future. This may prompt a return visit or guest to pass the details onto friends or colleagues. Use flyers or leaflets, which people can take away as a reminder, or to pass on to others.

 

  1. Do something exceptional that could be of high value to your customers but low cost to you so you can give added value. Give people a real reason to talk about you. For example a DVD with beautiful pictures of your property and area that can be used as a screensaver.

 

  1. Have a customised aroma created for your property. This can extinguish objectionable odours and freshen the properties internal atmosphere.

 

  1. I know I have mentioned this before but it is imperative you talk with your guests. If customers aren’t complaining, it does not mean they are happy. The truth is it’s easier for most customers to walk than talk. In other words, they would rather just give their business to one of your rivals than spend time complaining and hoping for a resolution. Occasionally, when a client complains, you might feel like saying “Let them walk. It’s just one customer.” The thing is that it isn’t just one client.

 

In the past, you might have heard that if someone does not like something they will tell a dozen friends. That’s no longer the case. With the popularity of social media, an unhappy customer can tell thousands about their bad experience with your hospitality property. So, don’t be so quick to let them walk away angry. Be willing to do everything in your power and be willing to bend your own rules if it keeps you from irreparably damaging a relationship with a guest.

 

Keep in mind that cheap room rates aren’t always enough to win over customers. The truth is customers are willing to pay more for better quality and part of that can come with great customer service.

 

I would like to know what you have done to make your hospitality property memorable. Is there one little thing that makes your property unique? If you would like to share or have any questions or feedback you can leave them in the comments section of the show notes.

You can also find a “property inspection form” that you can download and use at your own hospitality property.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC045

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 046 – 25 Ways to Make Your Hospitality Property Memorable appeared first on Keystone HDC.

]]>
What can you do to go the extra step, to make your hospitality property memorable? Welcome to another addition of hospitality property school. Today, I’m going to talk about ways to make your hospitality property memorable. What can you do to go the extra step, to make your hospitality property memorable? Welcome to another addition of hospitality property school. Today, I’m going to talk about ways to make your hospitality property memorable.   What do I mean by memorable? We have all visited properties that have friendly staff, nice rooms, a good view, and an enjoyable breakfast. There is nothing wrong with these hospitality properties and you feel satisfied paying. You get what you paid for. […] Keystone HDC 13:00
KHDC 045 – How to Create an Environmental Policy for Your Hotel http://keystonehospitalitydevelopment.com/khdc045/ Tue, 25 Apr 2017 05:21:29 +0000 http://keystonehospitalitydevelopment.com/?p=13554 http://keystonehospitalitydevelopment.com/khdc045/#respond http://keystonehospitalitydevelopment.com/khdc045/feed/ 0 <p>Hospitality properties can increase their credibility by having an environmental policy review and environmental policy statement. Welcome to another addition of hospitality property school. Today, I’m going to talk about your hospitality properties Environmental Policy Review.   Over the course of these podcasts I have referred to the importance of a property operations manual [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc045/">KHDC 045 – How to Create an Environmental Policy for Your Hotel</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Hospitality properties can increase their credibility by having an environmental policy review and environmental policy statement.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about your hospitality properties Environmental Policy Review.

 

Over the course of these podcasts I have referred to the importance of a property operations manual many times. In fact, I honestly believe that you cannot have an efficient business without an operations manual.

If you want your hospitality property to be competitive, one section that defiantly has to be included in your manual is your environmental policy.

In our last podcast I talked about ways you could make your property green. Today, I am going to look at some of the specifics you may want to include in your policy.

 

Your Environmental Policy should have different categories with actions included under each.

 

For example:

 Environmental Policy ReviewEnvironmental Policy Review

*You should also write an environmental policy statement for your property and include it in your guest’s information package, on your menu and posted in your lobby.

 

Sample

At (your hospitality property name), we operate to high standards of performance and promote socially and environmentally sustainable business practices. Our aim is to bring a positive benefit to the societies in which we operate through high quality services, economic growth, environmental protection, community involvement and employment. In order to adhere to these principles, we endeavor to:

  • Set sound environmental and social objectives and targets, and integrate a process of review and reporting.
  • Comply with all applicable environmental laws, statutes and regulations.
  • Continuously improve environmental performance and reduce environmental impact of our activities.
  • Create environmental awareness among our employees, customers, suppliers and the community.

 

And here you could add in specific goals for waste, water, energy, conservation, community involvement, purchasing.

 

Environmental Policy Review PDF Download

 

In Conclusion

Your environmental policy should be written and included in your operations manual. It will need to have different categories with actions included under each.

If your property is already environmentally aware, good for you.  If not or you’re in the development stage, I hope todays podcast has given you a little motivation.

To see a sample of a full environmental policy review visit the post of today’s podcast. I have also include a downloadable pdf for you to use.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC045

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 045 – How to Create an Environmental Policy for Your Hotel appeared first on Keystone HDC.

]]>
Keystone HDC 8:44
KHDC 044 – Make Your Hospitality Property Green in 8 Easy Steps http://keystonehospitalitydevelopment.com/khdc044/ Tue, 18 Apr 2017 05:21:32 +0000 http://keystonehospitalitydevelopment.com/?p=13541 http://keystonehospitalitydevelopment.com/khdc044/#respond http://keystonehospitalitydevelopment.com/khdc044/feed/ 0 <p>Without an environmental green program in place, hospitality properties can be very wasteful and consume a huge amount of resources, but don’t panic… Welcome to another addition of hospitality property school. Today, I’m going to talk about how your hospitality property can be greener.   Without a program in place, hospitality properties can be very [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc044/">KHDC 044 – Make Your Hospitality Property Green in 8 Easy Steps</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Without an environmental green program in place, hospitality properties can be very wasteful and consume a huge amount of resources, but don’t panic…

Welcome to another addition of hospitality property school.

Today, I’m going to talk about how your hospitality property can be greener.

 

Without a program in place, hospitality properties can be very wasteful and consume a huge amount of resources, but don’t panic, many green program initiatives are not expensive to implement and can provide substantial benefits to your business!

 

There are three key areas of environmental impact that properties should consider; energy, water, and waste.

 

Energy – Excessive energy use is extremely costly but with minor adjustments, it can lead to massive cost savings.

Waste – One study estimate identified “that an average hotel produces in excess of one kilogram of waste per guest per day. The good news is that approximately 30 percent of waste in hotels can be diverted through reuse and recycling.

Water – Tourists and residents alike require a clean and dependable supply of water for survival including drinking, cooking & cleansing. Water is also integral to the amenities usually expected by tourists, such as swimming pools, landscaped gardens, and golf courses. Water also supports industries such as agriculture that support the tourism industry.

 

Several studies have indicated that economic benefits can be gained in hotels through implementing environmental and social initiatives; many with little or no capital. In addition to cost benefits, there are also benefits to choosing an environmentally sustainable strategy.

These include:

  • Gaining competitive advantage by being a leader in the industry
  • Customer loyalty
  • Employee retention
  • Awards and recognition
  • Regulatory compliance
  • Risk management
  • Increased brand value

But the major benefit, because it’s the right thing to do!

 

There are many green practices that hospitality properties can apply as preventative measures to save unnecessary costs.

Examples of these practices include:

  • Recycling
  • Use of compact fluorescent lights – saves energy.
  • Reuse of linens – saves water, detergent, energy and greenhouse gases.
  • Low-flow shower systems – saves water and energy.
  • Using local products – save transportation costs.
  • Installation of green roofs – saves energy.
  • Installation of solar heaters or other renewable energy source – saves energy.

 

Reports by hundreds of businesses around the world show that by applying appropriate management processes they have:

  • Reduced energy and water consumption costs by more than 20 percent.
  • Solid waste and waste water disposal costs by more than 15 percent.
  • Improved the quality of the environment in which they operate.
  • Improved staff motivation and community relations

It is evident that there are a number of benefits to going green.

 

The big question now is, how to get a program started?

There are eight key components to establishing a program to effectively green your hotel:

 

  1. Identify a green coordinator/champion.

In order for any environmental program to be successful, the first step is appointing someone in your organization to be being responsible for the program, probably senior management.

In addition to the green coordinator, the hospitality property must also have an environmental manager to assist in carrying out the program.

The environmental manager would primarily be responsible for:

  • Organizing a Green Team.
  • Coordinating environmental audits for water, waste, energy, carbon emissions and purchasing.
  • Monitoring of performance against established goals.

The environmental manager is crucial to the success of the program as they will assume the role of program manager, information gatherer, communicator, motivator and ambassador to guests.

 

  1. Set a standard to focus your efforts and measure future success.

Departmental inspections are essential to determining where you should focus your efforts. To set future goals, it is imperative to have a clear understanding of the hospitality properties current position in terms of resource use by department. Therefore, it is essential to audit how much energy and water is consumed, as well as how much and what type of waste is generated.

Measurement and goal setting is vital to the success of an environmental program. You must to know what you use and produce before you can reduce it!

Departments that need to be inspected are:

  • Engineering
  • Laundry
  • General management
  • Grounds and recreation
  • Housekeeping
  • Purchasing
  • Kitchen and food and beverage outlets
  • Front desk

It is important to ensure that the measurements are tracked against the determined goals on a regular basis by each department and there is a central tracking system which merges all the data for analysis.

 

  1. Engage your staff.

Without the support of the employees, an environmental program will rarely work. It is important to involve and consult with employees before starting and during the development and implementation phase of an environmental program.

Employees also have a better understanding of the areas where savings can occur and of small improvements that have the potential to make a big difference.

With advice from your employees, you will get a better understanding of both the environmental issues within your property and of your employee’s concerns, interest and passions.

Consulting your employees is a great starting point for any environmental program and gives employees a sense of empowerment and ownership. It will make them proud to work at your property.

 

  1. Setting an action plan

In order to achieve results, goals should be set on an annual basis. Using the inspections as a baseline, the goals should be attainable and easy to monitor.

In order to get you on track with the action plan:

  • Choose goals in the first year that are easily attainable.
  • Keep track of all the cost savings measures. It will be easier to justify bigger expenses in energy conservation.

Seeing results should increase senior management support and generate employee enthusiasm.

 

  1. Electing a green committee or team

Once the support and enthusiasm of the employees is gained and an action plan identified, it is imperative to assemble a team to run the new environmental program in-house.

Establishing an environmental committee or “Green Team” is essential to the success of an environmental program.

Some considerations when selecting a Green Team are:

  • Technical expertise in areas such as operations, engineering and purchasing.
  • Departmental representation such as front desk, food and beverage, housekeeping
  • Keep groups to a manageable size to ensure easier decision-making.
  • Involve marketing and sales as they may have useful external intelligence about consumers and competitors.
  • Choosing members with good communication skills is important and the people you select should be comfortable dealing with senior management and employees alike.

 

Members of the Green Team should exhibit qualities such as:

  • Good communication skills – This is important and the people you select should be comfortable dealing with senior management and employees alike.
  • Have an interest in environmental matters
  • Be enthusiastic, motivated and passionate.
  • Able to commit a certain amount of time.

 

  1. Write an environmental policy statement

An environmental policy statement should be written to communicate both internally and externally.

A well written policy statement needs to expresses the following:

  • Environmental goals that the facility will undertake (for example, committing to reduce 20% of waste by X year).
  • The way in which the organization aims to treat the people it employs
  • The way in which it aims to integrate into the community and co-operate on any significant local issues that impact the business.

Policy statements should be communicated where possible:

  • Operations manual
  • On the website
  • In guest information packs

 

  1. Incorporating your environmental program into employee training

In order for an environmental program to be successful, the goals and objectives should be included into employee training.

Employees should be made aware of the policies and initiatives, as well as the goals and objectives of the environmental program. This information should be included in training documentation, in orientation packages for new employees, as well as other staff training methods, with the aim to integrate these policies into the organization. Posters, general staff emails and other less formal means are also a great way to make employees aware of the environmental program initiatives.

Staff members need to understand their responsibilities and the hospitality property goals.

 

  1. Set goals and offer regular progress reports

Benchmarking progress on a regular basis is vital in achieving the goal of being a responsible hospitality property.

Progress of how the goals are being achieved and new goals should also be communicated.

 

Conclusion

It is not as hard as you might have thought to start a green program at your your hospitality property.

Start with the three key areas of environmental impact; energy, water, and waste.

Focus on the benefits to your property.

 

Follow the eight key components to establishing a program to effectively green your hospitality property:

  • Identify a green coordinator/champion.
  • Set a standard to focus your efforts and measure future success.
  • Engage your staff.
  • Setting an action plan
  • Electing a green committee or team
  • Write an environmental policy statement
  • Incorporating your environmental program into employee training
  • Set goals and offer regular progress reports

 

Okay, this should be enough to get you started.

 

If you have any interesting stories about a green program and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/KHDC044

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 044 – Make Your Hospitality Property Green in 8 Easy Steps appeared first on Keystone HDC.

]]>
Without an environmental green program in place, hospitality properties can be very wasteful and consume a huge amount of resources, but don’t panic… Welcome to another addition of hospitality property school. Today, Without an environmental green program in place, hospitality properties can be very wasteful and consume a huge amount of resources, but don’t panic… Welcome to another addition of hospitality property school. Today, I’m going to talk about how your hospitality property can be greener.   Without a program in place, hospitality properties can be very wasteful and consume a huge amount of resources, but don’t panic, many green program initiatives are not expensive to implement and can provide substantial benefits to […] Keystone HDC 13:44
KHDC 043 – How Negative Reviews are Good for Business http://keystonehospitalitydevelopment.com/khdc043/ Tue, 11 Apr 2017 05:20:11 +0000 http://keystonehospitalitydevelopment.com/?p=13477 http://keystonehospitalitydevelopment.com/khdc043/#respond http://keystonehospitalitydevelopment.com/khdc043/feed/ 0 <p>I don’t care what a business you’re in - if you’re dealing with the public there are times you’re going to get negative reviews and there is very little you can do. Welcome to another addition of hospitality property school. Today, I’m going to talk about how negative reviews are good for business. I don’t [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc043/">KHDC 043 – How Negative Reviews are Good for Business</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> I don’t care what a business you’re in – if you’re dealing with the public there are times you’re going to get negative reviews and there is very little you can do.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about how negative reviews are good for business.

I don’t care what a business you’re in if you’re dealing with the public there are times you’re going to get negative reviews and there is very little you can do about that. Your choice lies in what you do with them. 

 

You can cover your ears, close your eyes and hope they go away, but unfortunately, with the Internet, that is never going to happen.  

 

Let’s take a quick second review some statistics from statisticbrain.com up to June 2014. 

  • Number of travel bookings made on the internet each year -148.3 million
  • Percent of all travel reservations made on the internet – 57 %
  • Percent of same-day hotel reservations made from a smartphone – 65 %

 

These statistics show that is vitally important for hospitality properties to have a strategy in place to find out what guests are saying when leaving a review.

I should make it clear right now that any hospitality property owner hoping to monitor every possible review about their property is in for a very difficult time since almost every online travel agency has feedback or common sections about hotels.  So instead of driving yourself crazy, you should focus on a couple of the larger sites that have leverage in the hospitality and travel market and they can give you a good idea and what is being said on other sites.

TripAdvisor is the largest site in the industry, having over 75 million impartial reviews, photos, and advice on hotels, attractions, restaurants, and vacations and over 60 million individual visitors a month, according to their own statistics. This makes it the most influential and quite often the first site people look at when looking for travel advice.

There have been cases where hospitality properties trying to raise the perception of their own hotel, left negative reviews the on TripAdvisor trying to smear the image of competitors.  This hurt the reputation of TripAdvisor that a little bit, but it still retains massive authority.

 

Other sites that hold influence in the industry are those that provide booking services. 

  • Orbitz
  • Travelocity
  • Expedia

 

They are important because they have a large number of users and a negative review could make a potential customer choose another property.  

You have to monitor social media. The bad review on Facebook or twitter can take off in no time and within days be on tens of thousands of timelines.

The last type of review site that you should stay aware of are the travel guides. Fodors and Frommers should be at the top of your list and more often than not, feedback in these type of publications would come from experienced staff.  

 

I have heard “A couple bad reviews won’t hurt my business, I can offer discounts”.

Research has shown that a slowdown in bookings due to bad reviews cannot be countered with discounts.  At least not enough to recover the lost original business.

 

 

So what can you do?

  • Encourage your guests to fill out your survey. Surveys can guide the respondent to consider the entire experience, not just the one thing that stood out when it comes to filling out a review or comment online. Guests who have a problem write a review about it 22% of the time. Guests without a problem write reviews just 9% of the time.
  • Encourage your customers to leave positive reviews. The simple fact is that customers are much more likely (maybe up to seven times) to leave a negative review or opinion. So you need to be proactive in getting people to leave positive reviews and comments; if your customers say something nice to you then ask them to put it online. At the point of check-in and check-out, ask your customers to leave positive feedback if they have had a good time.
  • Don’t ignore negative feedback. As I mentioned earlier, you can’t be perfect all the time, but you need to have an easy process in place for guests to leave both positive and negative reviews about your property. Engaging with the complaint in a clear, polite and positive fashion creates a much more favourable impression with potential customers than simply doing nothing. Never react in an aggressive or impolite manner, and never respond when you are angry, even if you feel the complaint or poor rating is unwarranted.
  • I mentioned earlier that some businesses trying to stack to reviews in their favour by paying for them or having acquaintances write them.

Don’t do that!  

 

If you not delivering what you promise, word will get out through other means and is the travel sites find out you could be blacklisted from the sites. 

Don’t be tempted, it’s not worth it and you will be found out.  

 

 

So how can negative reviews be good for business?  

 

  1. They give you authenticity

When you check out a business and see nothing but flattering reviews and five stars, do you believe there all true?  Or is there a little voice in the back your brain saying to you “this might be too good to be true”.  It is possible to pay for good reviews or a hospitality property owner could get their family to write them.  Nothing is perfect and because we are human, we all make mistakes.  If I’m looking at a hospitality properties reviews and I see a large number of great reviews and a couple of not so great reviews, I will take the time to look a little further. We all have days where we can miss a hair in the sink or scrambled eggs are too cold and if I see this type of thing written up in the review, I don’t get too worried.  

 

  1. You recognise (fixable) weak points

As a business owner, this is valuable information so you know what needs to be fixed.  Negative reviews help your business to improve by showing you areas where you can do better. Instead of fearing these types of reviews, welcome them as an unfiltered look into your business. Once you know where there’s a problem or areas where customers were confused, you can resolve the problem and make the experience better for everyone. Instead of fearing these comments, thank the people who leave them and tell them how you going to change things for the better.

 

  1. Let your customer service skills shine

If your customer takes the time to let you know what or where you can do better, thank them.  

This is valuable information.  It also gives you a chance to show off your customer service skills, while giving others who are checking out your property the opportunity to see how much you value your customers.  Potential customers can tell a lot about a property by how they respond to criticism. If you handle the situation with grace, maturity and (when appropriate) humour, it tells them you’re a business that is confident in what you offer and how you treat people. If you get defensive or argumentative, it tells potential customers you’re a business they may want to avoid.  It is important to respond wisely.

 

  1. You give your loyal guest a chance to respond

If your property has received a negative review and you feel is unfair or undeserved, show it to some of your best and most loyal guests and ask what they think. If they feel the review is justified, they’ll tell you and then you can correct the problem. If they don’t, they’re likely to go respond to that comment for you and help set the record straight.  In many cases, if loyal customers feel you were wronged, they will come to your defence and be support for your brand.

If treated right, guests can be passionate about the people and properties they frequent. If they see someone talking badly about “their” Hotel or “their” Bed and Breakfast, they’re going to jump into that conversation and fight for you.

 

  1. You can change the conversation

As much as no one likes to see negative comments left about their property, they do give you the chance to change the conversation and that person’s experience. By responding maturely, validating the critique, and offering a promise to do better, you can significantly increase someone’s impression of your brand. And, truly, if someone is not happy with your service, don’t you want to improve and make it right?

Reviews are important and the more positive reviews you have, the more likely it is a new customer will feel comfortable taking a chance on your business. But negative reviews also have their place and can offer some benefits to any business.

It is normally at this point have a conversation about reviews that I hear many independent hotel and bed and breakfast owners tell me they don’t have the time to search online for reviews about their property.

We’ll if you’re only getting a few so-so negative reviews, you can probably live with that but, if you’re getting reviews that are damaging your image and not dealing with them, it can have a major negative impact on your business.

If you cannot do this yourself, it is worth taking the time to give this task to a trusted employee or invest in “Online Reputation Management” or ORM Company.  These are companies who can help manage your brand online and can complement the investment you make each year on advertising, marketing and promotional activities. 

 

In Conclusion

If you aren’t managing what people read about you online, then much of this investment may go to waste when people read negative reviews about your establishment; there is no point spending a budget on raising the profile of your property if your profile is stained. 

 

If you have any interesting stories about negative reviews and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/KHDC043

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

 

 

The post KHDC 043 – How Negative Reviews are Good for Business appeared first on Keystone HDC.

]]>
I don’t care what a business you’re in – if you’re dealing with the public there are times you’re going to get negative reviews and there is very little you can do. Welcome to another addition of hospitality property school. Today, I don’t care what a business you’re in – if you’re dealing with the public there are times you’re going to get negative reviews and there is very little you can do. Welcome to another addition of hospitality property school. Today, I’m going to talk about how negative reviews are good for business. I don’t care what a business you’re in if you’re dealing with the public there are times you’re going to get negative reviews and there is very […] Keystone HDC 12:20
KHDC 042 – How to Ask For Hospitality Property Referrals http://keystonehospitalitydevelopment.com/khdc042/ Tue, 04 Apr 2017 05:20:18 +0000 http://keystonehospitalitydevelopment.com/?p=13467 http://keystonehospitalitydevelopment.com/khdc042/#respond http://keystonehospitalitydevelopment.com/khdc042/feed/ 0 <p>How should you ask for your hospitality property referrals? You can do this by outright asking or by being more subtle. Here are some tips. Welcome to another addition of hospitality property school. Today, I’m going to talk about how to ask for referrals.     You can do this by outright asking or by [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc042/">KHDC 042 – How to Ask For Hospitality Property Referrals</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> How should you ask for your hospitality property referrals? You can do this by outright asking or by being more subtle. Here are some tips.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about how to ask for referrals.

 

 

You can do this by outright asking or by being more subtle.

Here are some tips for ASKING for hospitality property referrals:

 

  1. Ask your guests for feedback. Don’t assume your guests are completely satisfied, ask. Rectifying a problem might give you an opportunity to shine and leave a favourable imprint if addressed positively.

 

  1. This is an opportunity to exceed expectations. Personal feedback will always win over a comments form or questionnaire. Enquire about what they liked and what disappointed them; you can always learn and continue to improve.

 

  1. You could also ask them if they have any new ideas or for their recommendations on how things could be better. Guests will be flattered if you ask for their thoughts.

 

  1. Follow up with a simple personalised handwritten thank you note tailored to them a few days after their departure, with a mention of a referral. This will not only show your appreciation, but it will give them something to remember you.

 

  1. Keep in touch. Stay in touch with them so that when they come to book again you are firmly fixed in their minds. As a function of your outreach, let them know what other activities you have going on or what is happening in your area. Utilise an email list as well as social media. Do your homework first and find out the best options to suit your guests.

 

  1. Reward their loyalty with exclusive bargains. Make your faithful guests feel special by setting up exclusive packages or deals. Once again this will show your appreciation of their business, as well as possibly inspiring other bookings. As a loyal guest, the last thing you want to hear about offers only targeting ‘new’ customers.

 

  1. Think of the things that are of high value to your guests but affordable to you so you can give added value. Always look at a problem or complaint as an opportunity to go that extra mile to wow your guest. Make it difficult for them to ever think about not coming back to you. It’s all about affording guests a reason to return.

 

  1. Offer time-bound referral bonuses. During an Email or newsletter campaign, promote the property package and include that as they get additional friends are family members to book, they qualify for a larger discount.

 

  1. Have your hospitality property referrals form on your website that offers discounts or bonuses.

  

  1. Be incredibly thankful. This seems obvious, but so many businesses forget about it. Unless your price point is very low, having someone on your team place a call, send a handwritten note or send a gift for a referral is almost always worth it.

 

  1. You can announce that you love referrals in your email signature and voicemail, so that every time a customer contacts you, they are reminded that you love referrals.

 

In Conclusion

The bottom line is to talk, stay in touch, and listen to your guests and to feel confident that if you are offering exceptional service your guests, they will be more than happy to refer your property.

 

If you have any interesting stories about asking for your hospitality property referrals and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/KHDC042

 

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

The post KHDC 042 – How to Ask For Hospitality Property Referrals appeared first on Keystone HDC.

]]>
How should you ask for your hospitality property referrals? You can do this by outright asking or by being more subtle. Here are some tips. Welcome to another addition of hospitality property school. Today, How should you ask for your hospitality property referrals? You can do this by outright asking or by being more subtle. Here are some tips. Welcome to another addition of hospitality property school. Today, I’m going to talk about how to ask for referrals.     You can do this by outright asking or by being more subtle. Here are some tips for ASKING for hospitality property referrals:   Ask your guests for feedback. Don’t assume your guests are completely […] Keystone HDC 5:35
KHDC 041 – How to Get Non-Stop Referrals http://keystonehospitalitydevelopment.com/khdc041/ Tue, 28 Mar 2017 05:21:54 +0000 http://keystonehospitalitydevelopment.com/?p=13456 http://keystonehospitalitydevelopment.com/khdc041/#respond http://keystonehospitalitydevelopment.com/khdc041/feed/ 0 <p>How can you earn non-stop referrals from your guests?  By Wowing your guests. Welcome to another addition of hospitality property school. Today, I’m going to talk about how to get non-stop referrals.     As an independent hotel, resort, inn or bed and breakfast, a very effective way to grow your business is to [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc041/">KHDC 041 – How to Get Non-Stop Referrals</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

How can you earn non-stop referrals from your guests?  By Wowing your guests.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about how to get non-stop referrals.

 

 

As an independent hotel, resort, inn or bed and breakfast, a very effective way to grow your business is to referrals. Unfortunately, referrals do not happen effortlessly. Yes, you might get the odd referral, but if you want your business to grow you have to both earn and ask for referrals.

So let’s begin by talking about how you can earn referrals from your guests. By giving them an experience they will remember, you want to WOW your guests.

In past sessions, I talked about ways to do this and I’m going to remind you of 10 ways you can do this.

 

  1. Show your interest by really listening to them

Ask the right questions during the check-in, in your restaurant; at the bar and listen to the answers but don’t make it obvious. For example:

  • Have newspapers available at the front desk and ask what paper your guest likes to read.
  • Keep track of the drink they have if in your restaurant or bar.
  • Ask if they have a favourite coffee or tea.

 

These are questions or observations that can be made during casual conversation and without being obvious. Why? All these answers can be recorded in your guest’s profile to be used later.

During turn down service, leave their drink of choice in their room as a nightcap.

If possible, have their favourite coffee or tea for them for the next morning and the coffee machine timed to start brewing the same time as their wake up call; have their favourite newspaper delivered to their room five minutes after their wake-up call; just a light knock at the door and leave it.

Now, you might not be able to fulfil all these wishes and that is alright because the guest would not know it was happening but imagine the surprise if you can do one or any of these. 

 

  1. Have the Appropriate Software System

Ensure your guests 2nd, 3rd or 100th visit is as good as their first. Have systems in place to guarantee you are able to have the same degree of service on a consistent basis. A quality check-in system should enable you to build a profile for your quests that you can use for every visit. The upfront cost for such a system may be high but if used properly you will recoup your investment with returning guests in no time.

 

  1. Hire the Right Employees

As I had mentioned in the past, compassion cannot be taught, you can’t give employees the desire to bend over backwards for customers”. Hire employees that can show compassion with your guests. Have the appropriate systems and tools in place in order for them to deliver first class service. Empower them with confidence and authority to deal with complaints promptly.

 

  1. Know your Guests

Learn your guest’s names and use them. Also, teach your staff to recognise and remember loyal guests. This will form an immediate sense of hospitality that they’ll certainly find flattering

 

  1. After the Check-in

Once you have given decent time for your guests to settle in their room, the front desk should phone the guests to make sure everything is in order and acceptable. During this call, you will be able to ask if there are any additional requests that may have been forgotten during check-in.

 

  1. Be Available

Be on hand at your property and have personal contact with your guests to build rapport and confidence.  Get to know and listen to your guests. They’re far more likely to tell you what they want if they know you and that would encourage them to come back. 

If you know your guests, it’s easier for you to anticipate their needs and deliver it on a consistent basis to keep them satisfied.

 

  1. Be flexible!

Don’t be so constrained by your own rules that you can’t extend breakfast for a guest who may wish to sleep in or to extend a check out if someone has a late flight. Is this actually that big a problem if it means your guest enjoyed their stay and they tell others? 

 

  1. During turn-down service

Leave simple hand written notes on the pillow such as “Sleep Tight” or “Sweet Dreams”. 

 

  1. Leave Them With a Last Impression.

Make certain they realise that you appreciate their business. An earnest “thank you” from you can go a long way. 

Give them a little memento from your property or region to take home with them as a lasting reminder. 

 

  1. Walk them outside

When your guests have checked out, walk them out the door, like you would do with close friends when they are leaving your home. A warm smile and a handshake can go a long way to encourage guests to return.

 

Alright, you have earned the right to ASK for non-stop referrals by WOWING your guests. 

 

In Conclusion

If you are serious about wanting positive non-stop referrals, and improving your hospitality properties ranking, making your guest visit memorable is a necessary step.

The next step is “To Ask for Non-Stop Referrals” and this I will talk about in the next session.

 

If you have any interesting stories about making your guests experience memorable and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/KHDC041

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 041 – How to Get Non-Stop Referrals appeared first on Keystone HDC.

]]>
Keystone HDC 7:42
KHDC 040 – Is Your Restaurant Meeting its Potential? http://keystonehospitalitydevelopment.com/khdc040/ Tue, 21 Mar 2017 05:20:57 +0000 http://keystonehospitalitydevelopment.com/?p=13443 http://keystonehospitalitydevelopment.com/khdc040/#respond http://keystonehospitalitydevelopment.com/khdc040/feed/ 0 <p>Does your hospitality properties have a great hotel restaurant? You might think you have a great restaurant but without good local patronage how do you know for sure. Welcome to another addition of hospitality property school. Today’s question is “Is your hotel restaurant meeting its potential?”     If you have a restaurant and you’re [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc040/">KHDC 040 – Is Your Restaurant Meeting its Potential?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Does your hospitality properties have a great hotel restaurant? You might think you have a great restaurant but without good local patronage how do you know for sure.

Welcome to another addition of hospitality property school. Today’s question is “Is your hotel restaurant meeting its potential?”

 

 

If you have a restaurant and you’re only catering to your hotel guests, then you’re leaving money on the table.

 

You might believe you have a very good hotel restaurant, in fact, you might believe you have a great restaurant but without good local patronage how would you know for sure.

 

Hotel restaurants are normally not on the radar of potential customers were looking for a place to eat. Traditionally, hotel restaurants have a difficult time attracting locals. So what can you do to improve your chances?

 

I’m going to share some ideas that have worked with many hospitality properties.

  1. Consider trying a new name, identity and theme for your restaurant, and promote it to the local market separately from the hotel.

 

  1. Use social media and the local press to market your restaurant. You can contact journalists from local publications and invite them for a meal on the house in return for a review.

 

  1. Set up a competition in the local press and online, with a prize of a meal for four with wine. The contest will cost very little and if done right can be very effective.

 

  1. Offer a choice of menus; for families and vegetarian options.

 

  1. Highlight what makes you stand apart from you competitors, other restaurants. (Is it better service, bar and lounge areas to relax before and after a meal, space for kids to run around, easy parking, a rural getaway).

 

  1. Create a separate website for your restaurant.

 

  1. Be sure your restaurant is listed in the local tourist & travel guides.

 

  1. A great way to keep both your staff and customers excited is to offer menus that are seasonal and that are changed regularly.

 

  1. Use local suppliers and declare this in detail on your menu, your website and any marketing you do. Local suppliers will support you by advertising you verbally.

 

  1. Make sure all local hotels have your menus and it would also be very useful to invite the head concierge or front desk receptionists for a free meal. We talked about cross-promoting earlier and know they will be more likely to recommend your restaurant to their hotel guests if they can talk from a first-hand experience.

 

  1. Get your local businesses involved. Contact and invite the local business associations in for a familiarisation dinner. Offer a time-limited discounts to two or three of the largest nearby employers. This could be a 20% discount to their employees, which they could promote in-house and by putting a time limit on the discount, you encourage people to use it sooner rather than later.

 

  1. You could offer theme nights, music events, wine weekends and private special events.

 

  1. Make sure each guest receives a warm welcome and that you and your employees go the extra mile to make it a great experience.

 

  1. Ask for your customer’s opinions. Talk with them and make feedback cards available.

 

  1. Make sure to incorporate a method to gather all new customer data information such as e-mail addresses and add them to your newsletter list. Newsletters could be a monthly news/recipe/events letter.

 

  1. Market your restaurant as a destination and attract foodies who are looking for a weekend away and offer reduced room rates for diners who stay over.

 

  1. Offer gift certificates to local charities, school or social events. This can work well for your branding.

 

  1. Make your restaurant is easy to find. Good well-illuminated signage and easy to find parking is important if you don’t want your potential customers to get lost or frustrated and find one of your competitors instead.

 

  1. Make sure you have an organisational strategy in place and that everyone knows exactly what their duties are.

 

You have to live up to your promise – there is no sense in trying any of the strategies I have mentioned if the quality or service is going to be subpar. I had mentioned before that a restaurant inspector I know told me the first two things he looks for is whether the toilet is clean and the lettuce is fresh.

 

 

Last word of advice:

Don’t try to be everything to everyone, find what you’re great at and do it to the best of your ability.

 

Whenever I see a hospitality property restaurant or dining area and hear it is empty most of the day, I see revenue floating out the window.

 

In Conclusion

Making your hospitality property restaurant accessible to the local market is a wonderful way to garner an additional revenue stream but a way to offset profit losses during the low season.

 

I know I am leaving you with lots to digest.

 

If you have any interesting stories about your hotel restaurant and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/KHDC040

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

 

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 040 – Is Your Restaurant Meeting its Potential? appeared first on Keystone HDC.

]]>
Does your hospitality properties have a great hotel restaurant? You might think you have a great restaurant but without good local patronage how do you know for sure. Welcome to another addition of hospitality property school. Does your hospitality properties have a great hotel restaurant? You might think you have a great restaurant but without good local patronage how do you know for sure. Welcome to another addition of hospitality property school. Today’s question is “Is your hotel restaurant meeting its potential?”     If you have a restaurant and you’re only catering to your hotel guests, then you’re leaving money on the table.   You might believe you have a very good hotel restaurant, in […] Keystone HDC 8:24
KHDC 039 – How to Make Your Hospitality Property Accessible http://keystonehospitalitydevelopment.com/khdc039/ Tue, 14 Mar 2017 05:21:11 +0000 http://keystonehospitalitydevelopment.com/?p=13433 http://keystonehospitalitydevelopment.com/khdc039/#respond http://keystonehospitalitydevelopment.com/khdc039/feed/ 0 <p>Hospitality properties need to know all the required elements necessary in order to market as an accessible hotel, resort, Inn or B & B. Welcome to another addition of hospitality property school. Today, I’m going to talk about how you see if your hospitality property is accessible.     I understand rules and guidelines necessary [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc039/">KHDC 039 – How to Make Your Hospitality Property Accessible</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Hospitality properties need to know all the required elements necessary in order to market as an accessible hotel, resort, Inn or B & B.

Welcome to another addition of hospitality property school.

Today, I’m going to talk about how you see if your hospitality property is accessible.

 

 

I understand rules and guidelines necessary hospitality property accessibility will vary depending on where you’re listening to this session from, and I also know that if I tried to share all the rules and guidelines worldwide, this session would probably last a couple of weeks.

For simplicity’s sake, I am going to refer to the 2010 ADA (Americans with Disabilities Act) Standards for Accessible Design, updates.

I feel it is a good starting point for any property owner who is serious about making their property accessible.

 

So is your hospitality property accessible?

Just having a couple rooms allocated accessible does not necessarily mean your property is compliant with your country’s rules. Rules can be updated and any new renovations in a room might make elements of that room inaccessible.

 

If you live in the USA and wish to see the 2010 ADA Standards for Accessible Design or would like to compare it to compare with your own countries guidelines and regulations, you can find it in “The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials.

 

Hospitality properties should ensure they have all the required elements necessary in an accessible property; here are tips on what to look for:

  • An accurate and reliable reservation system to provide persons with disabilities the ability to reserve rooms with accessible amenities
  • A sufficient number of accessible rooms, including rooms with communication features.
  • Amenities that are provided in inaccessible guest rooms must also be provided in accessible guest rooms (for example, if vanity countertop space is provided in inaccessible guest room bathrooms, then comparable vanity spaces must be provided in accessible guest rooms)
  • Distribution of accessible rooms among the various classes of your accommodations (what you should consider includes; room size, bed size, cost, view, fixtures such as hot tubs and spas, non-smoking/smoking, and the number of rooms provided)
  • Accessible sleeping rooms with roll-in showers as required by the standards
  • Accessible fire alarm or other emergency warning system for individuals who are deaf or hard of hearing
  • Accessible pathways approaches to elements and turning space for wheelchairs
  • If carpeting is provided, ensure it is low-pile, tightly woven and securely attached
  • Handles and dispensers that can be operated easily with one hand
  • Tub and shower seats that can be securely attached
  • Accessible dispensers and operating controls within reach
  • Accessible light switches, thermostats, drapery wands and door security hardware
  • Accessible sinks and toilets with grab bars

As owners of hospitality properties, you have an obligation to make sure you’re compliant with your country’s accessibility rules and regulations. This could protect you from liability and will increase your marketability to persons with disabilities.

I am just scratching the surface here. For a more detailed look, I do highly recommend reviewing the “Americans with Disabilities Act”.

 

Examples of some of the other topics covered in the updates include:

  • Scoping Requirements. What is visible?
  • Building Blocks. Designing the property
  • Accessible Routes. What to look for
  • General Site & Building Elements
  • Plumbing Elements & Facilities
  • Communication Elements & Features
  • Special Rooms, Spaces & Elements
  • Built-in Elements
  • Recreation Facilities

As well as historic preservation and standards for new construction and alterations

 

Alright, I am leaving you with lots to digest. To help we have included charts in the show notes with guest room and bathroom requirements.

 

You can find them at:

keystonehospitalitydevelopment.com/KHDC039

 

All these checklists can be accessed in “The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

In Conclusion

Making your hospitality property accessible not only enhances your standing in the community but opens up another target market.

 

If you have any interesting stories about how your hospitality property is accessible and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/KHDC039

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 039 – How to Make Your Hospitality Property Accessible appeared first on Keystone HDC.

]]>
Hospitality properties need to know all the required elements necessary in order to market as an accessible hotel, resort, Inn or B & B. Welcome to another addition of hospitality property school. Today, I’m going to talk about how you see if your hosp... Hospitality properties need to know all the required elements necessary in order to market as an accessible hotel, resort, Inn or B & B. Welcome to another addition of hospitality property school. Today, I’m going to talk about how you see if your hospitality property is accessible.     I understand rules and guidelines necessary hospitality property accessibility will vary depending on where you’re listening to this session from, and I also know that if I tried to share all […] Keystone HDC 7:11
KHDC 038 – How to Become Your Own Guest http://keystonehospitalitydevelopment.com/khdc038/ Tue, 07 Mar 2017 06:21:45 +0000 http://keystonehospitalitydevelopment.com/?p=13380 http://keystonehospitalitydevelopment.com/khdc038/#respond http://keystonehospitalitydevelopment.com/khdc038/feed/ 0 <p>How can you become a successful hospitality property owner if you don’t know to become your own guest? Welcome to another addition of hospitality property school. Today, I’m going to talk about how you become your own guest.     A number of years back, I was approached by an acquaintance who was looking for [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc038/">KHDC 038 – How to Become Your Own Guest</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> How can you become a successful hospitality property owner if you don’t know to become your own guest?

Welcome to another addition of hospitality property school.

Today, I’m going to talk about how you become your own guest.

 

 

A number of years back, I was approached by an acquaintance who was looking for some advice. He was a very smart businessman, an entrepreneur who had a number of business ventures as a business realtor. He was very analytical and focused on the bottom line and he came across one business for sale, an independent hotel, and was intrigued.

 

He thought it had a lot of potentials. So, he bought it himself.

He calculated the cost of running the business; the occupancy rate required to start making a profit; and a marketing strategy. Within no time, business was coming to his door.

 

A year later, he contacted me and asked to meet. He told me he was getting a fairly steady stream of business, but very little or no return business.

 

I asked him “what are your guests telling you on their comment cards and surveys?” he told me he did not have comments cards available and that he had never done a survey.

 

I then asked, “are your staff trained to ask for complaints?”

 

He told me that aspect was not covered in training, and then he admitted, there was very little training for any of his staff.

 

I suggested I checked in and stay a night and then report to him with what I found.

 

His staff did not know me and thought I was just a walk-in looking for a room.

 

The receptionist was friendly enough but while checking me in, was chatting with one of the housekeepers.

 

When I asked for a recommendation for a place to eat, she said: “there is a takeout food place across the street”.  That was her only suggestion and ended the conversation there.

 

The room was nice enough, nothing fancy but it seemed clean.

 

After taking a little time to do an inspection, I found that the window had been nailed shut; there was hair in one of the bathroom glasses; when I turned on the radio I found it was very loud and set to the country station; and that the mattress had stains on it.

 

My sleep was restless, not only because of the stains on the mattress but it was uncomfortable and the pillows were flat.

 

The breakfast was passable, but nothing exciting and the checkout was fast with very little conversation and no one asked about my stay.

 

When we met later that day, the owner wanted to know everything, but the first thing I said to him was “when was the last time you stayed in your hotel?” and he said, “I’ve never stayed in my hotel”.

 

I recommended that he do that before we have our chat.

 

He took my advice and a couple of days later he walked up to the front desk and told is receptionist that you would like to check in and be treated like a regular walk-in customer.

 

Of course, it was a little harder for his employees to think of him as a regular guest but he was able to get an idea of what his guest experience. He invited other acquaintances to check into his property and report back what they found and over the next few months, he stayed in every room, taking the time to go through them and every corner of his property with a fine tooth comb.

 

Then, he and his employees took the time to create a fully functioning Operations Manual. His return business increased dramatically and is revenues increased 47% in 12 months.

 

This is an exercise that many hoteliers I’ve met over the years have told me they would like to do but cannot find the time. My response is always been the same “this is your business, your livelihood, you will have to know what’s going on.  Make the time”.

 

Small to medium independent hotels and bed & breakfasts have much to gain from this advice. If you have not taken the time or not thought of staying in your property as an option, it’s a good idea to put it on your calendar much sooner than later.

 

A different perspective can surely open your eyes.

 

Before you start visiting your own property, I recommend you have checklists to ensure consistency.

 

I would suggest using:

  • Hotel Site Inspection Checklist
  • Guest Room Checklist
  • Quality of Service Assessment Checklist
  • Exhibit Checklist ( for properties who host meeting or events)

 

All these checklists can be accessed in “The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

You can access this through a link in the show notes at:

 

keystonehospitalitydevelopment.com/KHDC038

 

In Conclusion

Seeing your property through the eyes of your guests can be a real eye opener. One recommendation I do have is, if you or your mystery guests are using the checklists, make sure, to be honest, and don’t make excuses. If you take this exercise seriously your property, can’t help but to improve.

If you have any interesting stories about how become your own guest or mystery guests and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/KHDC038

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 038 – How to Become Your Own Guest appeared first on Keystone HDC.

]]>
How can you become a successful hospitality property owner if you don’t know to become your own guest? Welcome to another addition of hospitality property school. Today, I’m going to talk about how you become your own guest. How can you become a successful hospitality property owner if you don’t know to become your own guest? Welcome to another addition of hospitality property school. Today, I’m going to talk about how you become your own guest.     A number of years back, I was approached by an acquaintance who was looking for some advice. He was a very smart businessman, an entrepreneur who had a number of business ventures as a business realtor. He was very analytical […] Keystone HDC 7:16
KHDC 037 – How Does Your Hospitality Property Compare? http://keystonehospitalitydevelopment.com/khdc037/ Tue, 28 Feb 2017 06:21:50 +0000 http://keystonehospitalitydevelopment.com/?p=13374 http://keystonehospitalitydevelopment.com/khdc037/#respond http://keystonehospitalitydevelopment.com/khdc037/feed/ 0 <p>Have you ever wondered about what hotel amenities your competition offers that your guests would love? Welcome to another addition of hospitality property school. Today, I am going to be talking about hotel amenities that will improve your guest experience. We at Keystone HDC sat down and compiled a list of items we feel every [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc037/">KHDC 037 – How Does Your Hospitality Property Compare?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Have you ever wondered about what hotel amenities your competition offers that your guests would love?

Welcome to another addition of hospitality property school.

Today, I am going to be talking about hotel amenities that will improve your guest experience.

We at Keystone HDC sat down and compiled a list of items we feel every independent hotel, resort, inn and bed & breakfast should have.  In today’s podcast, I want to share some of our favourites with you.

 

These are no particular order:

 

  1. WIFI

Traditional tourist demands have changed and for that reason, hospitality properties need to improve what they offer to guests by providing free WiFi. All things being equal, if it comes down to a choice between you and your competitor and you’re offering free WiFi, you will attract the new customer almost every time. Even the United Nations is considering making access to the Internet a fundamental human right.

 Other reasons to have free WiFi are:

  • It is an opportunity to collect your guest’s data
  • It is inexpensive to set up
  • Your meeting your guest’s expectations
  • Free WiFi is now available on public and private transport, in city centres, libraries, hotels, restaurants, pubs and even churches. By you not doing this could be damaging to a business.

 

 

  1. A Sound Sleeping Experience

The bottom line for most room rentals is so you guests can have a place to sleep, so why not make that experience a memorable one. These are things that we have found properties have invested in to make this happen:

  • All rooms have airport-grade windows (especially if located near an Airport, highway, high pedestrian traffic areas)
  • Complimentary soft slippers, (your properties brand colour, if possible, with name or logo and non-slip soles)
  • Bathrobe(s) – nothing worse than just stepping out of the shower, hearing someone knock and then open the door while saying “housekeeping”. This is the perfect time for a large comfortable bathrobe, instead of the little hand towel. (make them available for sale)
  • Speaking of Towels (a good size bath, 2 hand towels, and a face cloth per person) the extra hand towel if for the ladies and sometimes men who need them to dry their hair.
  • Choice of soft and firm hypoallergenic pillows
  • Bed linens with minimum 300 or more thread count. 3 things to look for are;
    • if it’s Egyptian cotton
    • where it’s woven
    • the thread count (buyer beware tip: A complete sheet set with a high thread count for $100 or less is probably not the bargain you think it is)
  • Sleep masks
  • Ear plugs
  • A mattress that is responsive to your body (the type of mattresses you use is quite often a personal preference but if you go with mattresses similar to or from firms like the Simmons or Sealy, you should be fine. In the first and third quarter mattresses should be flipped end to end. In the second and fourth quarter, mattresses should be flipped side to side. Depending on your occupancy they should be replaced every 3 to 7 years.

As part of your regular routine, mattresses should be checked and cleaned at least every three months; the very last thing a guest wants to see is any staining and stay away from the plastic coated mattress like they have in hospitals. All hotels should have at the very least a mattress protector of some sort on their beds, preferably the most absorbent.  It is also not a bad idea to have an additional soft layer of absorbent material such as a wool rich blanket used beneath a mattress protector. This can act as a final vapour barrier.

 

  1. Blackout drapes

This is something I feel is a must for hospitality properties. Whether you’re trying to get a few hours’ sleep in the afternoon or you’re feeling a little restless at night, having a dark undisturbed place to sleep can definitely help you get to rest you need.

 

  1. Adequate Power outlets

I travel with a smartphone, a tablet, an iPod and a camera and based on what I’ve seen, I am not the only one. The thing they all have in common is that they have to be charged, so I am still surprised when I walk into a hospitality property room and find only one or two outlets for guests and more often than not they are hidden behind the bed.  An ample number of easy to access power outlets strategically placed above the desk, table, and nightstand should be a standard in rooms.

 

  1. Coffee Maker

A room with a good coffee or espresso machine as well as a hot water machine or kettle for tea.  It is so nice to start a relaxing morning knowing you don’t have to go to the dining area for your first caffeine jolt.  Another nice idea is to have packets soup available. My wife and I have a great memory of after that be in on the road for a week in Ireland and not feeling like going out for dinner, sitting in front of our hotel rooms window, in bathrobes, eating noodle soup.  It was perfect and we still talk about it.

 

  1. Closet Hangers

There is a real good chance I am not going to pay your room rate, just to steal your hangers and those who do wish to steal them are probably few and far between.

Since I have been travelling professionally for over two decades, the idea of travelling light is important to me. However, I do bring nice things with me and I like to hang them up so they don’t get wrinkled. It drives me crazy to open a closet door to find hangers that don’t come off the bar or a variety of plastic hangers.

A good rule of thumb is to have six wooden hangers per guest. I want to feel welcome at a hospitality property and not like a possible thief.

 

  1. Information packages

When I arrive at a new property one of the first things I do is look at their information packet.  These are the type of things I look for:

  • Property history
  • Properties rules and guidelines
  • Menus
  • Room service menu (if applicable)
  • But eating establishment options within the area
  • Phone procedures (for international travellers)
  • Local attractions
  • And any other relevant information

So, how do you compare?  Maybe you’re looking at our list and saying “no problem, I have all that covered”.  Or you might be saying “I never thought of those”.  Either way, as professional travellers, these are the type of things we look for and we know your guests will appreciate.

 

In Conclusion

Going the extra step to enhance your guest’s experience will not only keep you a step ahead of your competition but could help create memories that are soon not forgotten.

 

For more ideas of successful amenities, visit the “The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

If you have other must-have hotel amenities that have worked for you and would like to share, or have any questions or feedback, again, you can leave them in the comments section of the show notes at.

You can access this through a link in the show notes at:

 

keystonehospitalitydevelopment.com/KHDC037

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

 

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

The post KHDC 037 – How Does Your Hospitality Property Compare? appeared first on Keystone HDC.

]]>
Have you ever wondered about what hotel amenities your competition offers that your guests would love? Welcome to another addition of hospitality property school. Today, I am going to be talking about hotel amenities that will improve your guest experi... Have you ever wondered about what hotel amenities your competition offers that your guests would love? Welcome to another addition of hospitality property school. Today, I am going to be talking about hotel amenities that will improve your guest experience. We at Keystone HDC sat down and compiled a list of items we feel every independent hotel, resort, inn and bed & breakfast should have.  In today’s podcast, I want to share some of our favourites with you.   These […] Keystone HDC 9:56
KHDC 036 – How to Make Surveys Work for You http://keystonehospitalitydevelopment.com/khdc036/ Tue, 21 Feb 2017 07:30:47 +0000 http://keystonehospitalitydevelopment.com/?p=13364 http://keystonehospitalitydevelopment.com/khdc036/#respond http://keystonehospitalitydevelopment.com/khdc036/feed/ 0 <p>“Why do we need surveys, I know what my guests like.”  A statement by hospitality property owners who do not know what their guest like. Welcome to another addition of hospitality property school. Today, I am going to be talking about hospitality property surveys.     “Why do we need surveys, I know what my [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc036/">KHDC 036 – How to Make Surveys Work for You</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> “Why do we need surveys, I know what my guests like.”  A statement by hospitality property owners who do not know what their guest like.

Welcome to another addition of hospitality property school.

Today, I am going to be talking about hospitality property surveys.

 

 

“Why do we need surveys, I know what my guests like.” 

 

I would like to say I’ve never heard that before but you might be shocked at the number of hospitality property owners I have met have said just that or something similar.

I’m going to give you four very important reasons why your hospitality property should be conducting surveys.

  1. To find out what’s going on. If your customers are given a non-threatening method to share, they will tell you what’s important to them.
  2. A survey can shed light on items or problems that you might not have been aware or that could be a symptom of a larger problem.
  3. When making decisions about your property, you do not always have to go with your gut feelings but instead make your choices with sound data-driven information.
  4. Surveys provide you with a snapshot of your target guests and their attitudes. This will help you establish a baseline from which you can compare other times and determine whether problems are getting better or worse.

 

What type of things can you survey? I’ll share a few categories you could ask about your hospitality property.

 

Market Research

  • You can find out how well positioned is your property or service?
  • Would you increase your market share if you changed an aspect of your property or service?
  • How do visitors use your website?

 

Product Development

  • What does your target population need?
  • Will your new idea work?
  • Will your target population be excited about your new idea?

 

Employee Performance Evaluation

  • Do guests think your staff is courteous and helpful?
  • What do your guests think of the service they receive from your employees?

 

This is an idea of the type of questions you could ask. What types of surveys should you use?

I’m going to highlight four different types of surveys with the advantages, disadvantages and when to use them.

 

Web Survey

Advantages

  • Very low cost
  • Extremely fast
  • Complex questioning assures better data

 

Disadvantages

  • Respondent completion rates lower for longer surveys
  • Random respondents may reply if the survey appears on web page

 

When to use

  • When desired target population consists mainly of Internet users

 

Mail Survey

Advantages

  • Great for social research
  • Low cost (almost 75% less than personal interviews)
  • Eliminates potential bias

 

Disadvantages

  • Low response rate  Time! Need to wait at least several weeks for all responses to arrive

 

When to use

  • To target a specific group

 

Telephone Survey

 

Advantages

  • Reach 96% of all homes
  • Can be a streamlined process
  • Interviewers can ask for clarification on responses; additional detail

 

Disadvantages

  • “research” calls are often thought of as telemarketers
  • Typical calling window interrupts respondents’ personal time
  • Call screening is common
  • No visual support

 

When to use

  • Post stay follow-up if you have specific questions for specific guests

 

During Stay or Check-out Survey

Advantages

  • Frequently used to gauge behaviour
  • Very good response rates
  • Longer surveys are tolerated
  • You have a captive audience

 

Disadvantages

  • Sometimes guests feel pressured
  • Respondent completion rates lower for longer surveys

 

When to use

  • Short surveys when guests are checking out and longer during stay, sometimes with an incentive.

 

How can you ask your guests for feedback? 

Many hospitality property owners are nervous about asking guests for feedback as is could look pushy or rude. This could be true, so you have to make sure it’s done correctly.

 

At Checkout

Ask your guests if they would mind filling out a SHORT survey.  You can tell them that it is your goal to deliver the best possible experience and by filling out this quick survey you can find out if you’re doing things right and where there is room for improvement.

 

Post stay

If your guests have a takeaway postage paid survey or you offer surveys online, send your guests to an e-mail to thank them for the visit and remind them for their feedback, this can drastically increase your survey responses.

 

In the The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials, we look further into ways to improve your hospitality properties survey. You can access this through a link in the show notes at:

 

keystonehospitalitydevelopment.com/KHDC036

 

Alright, there were some ways to consider getting feedback through surveys.

 

In Conclusion

Hospitality property surveys can tell you a lot about your business and how guests view your endeavours. This research can be invaluable to the success of your property

If you have any interesting stories about hospitality property surveys and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/KHDC036

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 036 – How to Make Surveys Work for You appeared first on Keystone HDC.

]]>
“Why do we need surveys, I know what my guests like.”  A statement by hospitality property owners who do not know what their guest like. Welcome to another addition of hospitality property school. Today, I am going to be talking about hospitality prope... “Why do we need surveys, I know what my guests like.”  A statement by hospitality property owners who do not know what their guest like. Welcome to another addition of hospitality property school. Today, I am going to be talking about hospitality property surveys.     “Why do we need surveys, I know what my guests like.”    I would like to say I’ve never heard that before but you might be shocked at the number of hospitality property owners […] Keystone HDC 7:49
KHDC 035 – How to Cheat at Newsletters and Get Away with It http://keystonehospitalitydevelopment.com/khdc035/ Tue, 14 Feb 2017 06:21:15 +0000 http://keystonehospitalitydevelopment.com/?p=13358 http://keystonehospitalitydevelopment.com/khdc035/#respond http://keystonehospitalitydevelopment.com/khdc035/feed/ 0 <p>Many hospitality properties are using newsletters as an inexpensive way to market their rate specials, packages, services & local events. Welcome to another addition of hospitality property school. I am your instructor and today I am going to talk about the benefits of a property newsletters. In today’s market, it is important for any independent [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc035/">KHDC 035 – How to Cheat at Newsletters and Get Away with It</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Many hospitality properties are using newsletters as an inexpensive way to market their rate specials, packages, services & local events.

Welcome to another addition of hospitality property school.

I am your instructor and today I am going to talk about the benefits of a property newsletters.

In today’s market, it is important for any independent hotel, resort, inn or bed & breakfast to stay in the mind of previous or potential guests. One way that works and has shown to have high success rates is sending emails. But I don’t mean just regular emails but newsletters.

Many hospitality properties are using newsletters as a way to market their rate specials, packages, services and local events.

 

Where do you start?

  1. You have to make a plan.

Before you write a word decide on your goals for the newsletter.

Do you want it to?

  • Generate leads
  • Get more Email contacts
  • Send traffic to your website

 

  1. What is going to be your content?

Once you have decided on your goal for the newsletter, you have to decide on the content.

When starting a new newsletter, I use to drive myself crazy; spending hours looking for material. Now, I let the material find me.

Here’s what you could do.

  • Use personal experiences and stories
  • Read your local newspaper
  • That speak with experts in your area
  • Use Google Alerts and Talkwalker. These are two sites you can find online where you can submit keywords of things that might be of interest to your customers. You’ll receive relevant information in the form of website links, blog posts and news directly to your inbox.
  • Read your social media sites

 

  1. Design your newsletter

Know what your newsletter is going to look like before you start writing, that way you’ll know how much space you will need for each section. It doesn’t have to be glitzy or overwhelming to the eye, actually, some the best newsletters I’ve seen have minimal text and colour formatting.

 

  1. Find a template you like

Fill in the template with pictures and text. This will be the heart of the newsletter, so spend time making it perfect. In everyone’s busy schedule, short copy is more appreciated than long copy and with your short copy provide your readers with the reason to click to your website or to a special offer.

 

  1. Personalise your newsletters

I like receiving newsletters, where I feel I have a personal connection with the sender. When you are writing your newsletter pretend you’re writing it to a close friend. If your autoresponder program allows, personalise your newsletters.

 

  1. Take time to choose your sender name and subject line

Receiving a newsletter from a real person gives it the personal touch. Subject lines can be little harder and should be given some time. When looking at your subject lines, ask yourself “would I open this?”

 

  1. The last checks

Make sure you have both “alt” or alternative text for your pictures and plain text option set up in your autoresponder. Some of your customers might not be able to display HTML properly. Make sure your emails and newsletters look fine in plain text, that links are easy to click and that your messages cleared even without photos.

 

  1. Make sure you’re legal

You don’t want to be labelled as a spammer, so along with your great content, make sure you have your address and an easy way to unsubscribe from the mailing list.

 

  1. Test in different browsers and devices

Not all search engines read codes the same way. Your email or newsletter while looking great in one browser, might look terrible in another. Check to see how they look and make tweaks as necessary.

 

  1. Send it off

The moment you have been waiting for! Click “Send” and then wait for the results.

 

In Conclusion

Newsletters are an inexpensive method to maintain contact with current and potential guests and by following a few simple guidelines, you can easily improve your bottom line.

 

We dive further into developing newsletter and you can access this information by following the

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

link through the show notes at:

keystonehospitalitydevelopment.com/KHDC035

 

If you have any interesting stories about newsletters and would like to share or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/KHDC035

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

 

 

The post KHDC 035 – How to Cheat at Newsletters and Get Away with It appeared first on Keystone HDC.

]]>
Many hospitality properties are using newsletters as an inexpensive way to market their rate specials, packages, services & local events. Welcome to another addition of hospitality property school. I am your instructor and today I am going to talk abou... Many hospitality properties are using newsletters as an inexpensive way to market their rate specials, packages, services & local events. Welcome to another addition of hospitality property school. I am your instructor and today I am going to talk about the benefits of a property newsletters. In today’s market, it is important for any independent hotel, resort, inn or bed & breakfast to stay in the mind of previous or potential guests. One way that works and has shown to […] Keystone HDC 7:09
KHDC 034 – 31 Insane (But True) Customer Giveaways http://keystonehospitalitydevelopment.com/khdc034/ Tue, 07 Feb 2017 09:06:06 +0000 http://keystonehospitalitydevelopment.com/?p=13342 http://keystonehospitalitydevelopment.com/khdc034/#respond http://keystonehospitalitydevelopment.com/khdc034/feed/ 0 <p>Do you like getting extra free stuff like a complimentary dessert at a restaurant or a discounted entrance fee to an attraction? This is the science behind Customer Giveaways. Welcome to another addition of hospitality property school. Today, we are going to talk about customer giveaways.     When a business goes over and above [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc034/">KHDC 034 – 31 Insane (But True) Customer Giveaways</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Do you like getting extra free stuff like a complimentary dessert at a restaurant or a discounted entrance fee to an attraction? This is the science behind Customer Giveaways.

Welcome to another addition of hospitality property school.

Today, we are going to talk about customer giveaways.

 

 

When a business goes over and above to give its customer, its guest, you, more than you expected, this can leave you with a positive memory that can be recalled when it is time to re-book. You have heard that you never forget how to ride a bike, but it doesn’t just apply to motor skills, it also applies to memory and recall.

 

So why are customer giveaways important?

.
In the competitive hospitality property industry, setting yourself apart from your competitors is vital to establishing a firm customer base. This is true for every independent hotel, resort, inn and bed & breakfast, so your goal is to brand your property every day.

The reason you want to brand is so that your customers will remember you, return again and hopefully recommend you to others.

 

So what are some ways you can brand to your individual guests?

You can give them useful items or gifts with your properties information strategically placed. It’s important to remember, choose a hospitality property branding strategy that fits into your properties budget. Luckily, clever branding choices don’t have to cost a lot. All they have to do is to enhance your customer’s perception of value. These items or ideas could be used upon arrival, during your guests stay or given to them as they depart. Luxury properties could choose high-end options, while small bed and breakfasts could pick home-style items that reflect their charm.

 

Today, I will take a look at items that I have seen or heard that other hospitality properties have used.

 

  • An orange salad, with toast and spiced pecans.

 

  • Homemade chocolate dessert, featuring an artwork.

 

  • A property in Mexico, offered freshly prepared guacamole and salsas, accompanied by a margarita made with fresh juices followed by a 15-minute, head-and-neck massage.

 

  • In London, Scottish butter shortbread, made with natural ingredients and a flower tea called Wellington Tea

 

  • Properties own cookies, pralines, small cakes from the pastry chef

 

  • Local beer or wine

 

  • In Australia, in one property you will find a designer lemon juicer, swizzle stick and high-end glassware in the room; when you’re ready you call room service for lemons and ice, and use the kit to make freshly squeezed lemonade

 

  • Freshly popped, Spanish-style, buttered popcorn seasoned with Spanish paprika, smoked cheddar powder, and cumin.

 

  • Packets of herbs and spices grown in the properties garden. This property also offers the free half our cooking lesson once a day.

 

  • Signature Cocktails

 

  • A small bottle of extra virgin olive oil, produced in the region.

 

  • The small jar of honey from local hives

 

  • Local delicacies.

 

  • A coffee table book of a hotel’s art collection

 

  • Handmade wood puzzles of local scenes. They vary by season and so have become collectable

 

  • Straw hats and totes to be used on the beach and then taken home

 

  • In a Hawaiian hotel, employees gather in the lobby, recite an original lei chant, and hand out coconut leis.

 

  • A handwritten note on a stationary pad with a pen

 

  • Limousine airport transfer for returning guests

 

  • Rubber ducky’s and at one location a rubber bath toy of an endangered sea turtle

 

  • A whistle in each room of Peruvian hotel

 

  • Candles and holders

 

  • Take home ear plugs, eye mask, slippers

 

  • Bathrobes

 

  • Biodegradable water bottles

 

  • A travel first aid kit

 

  • Leather bookmarks

 

  • T-Shirts or golf shirts

 

  • Tea bags and tea canisters

 

  • An e-book of the history of the property and local region on a USB drive.

 

  • Tasteful travel case

 

All the items mentioned were branded with the properties name and/or information. 

 

“Now it’s your turn to brainstorming unique ideas.”

.

I had mentioned at the beginning of this podcast that clever branding with giveaways does not have to cost you a lot. One way to keep your costs down is co-branding. Co-branding is when two separate companies form a partnership to enhance both of their brand images.

One property I am aware of co-branded with a wellness and bath company. The bath company created a small package of products branded for the hotel, at cost, and included a small online catalogue with a discount e-email offer.

The Bath Company was able to boost its profile in profits while collecting email addresses for future promotions, and the hotel was able to give away a luxurious gift that guests talked about for years.

 

Conclusion

Always be aware of ways you can brand your property to your guests. Going the extra step can turn a one-time visitor into a lifelong return customer.

 

If you have any customer giveaways that have been successful for you and would like to share, I would love to hear about them. You can leave them in the comment section of the show notes at:

 

keystonehospitalitydevelopment.com/KHDC034

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

 

Music Credit:

Sun Spark
http://www.danosongs.com/

 

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 034 – 31 Insane (But True) Customer Giveaways appeared first on Keystone HDC.

]]>
Do you like getting extra free stuff like a complimentary dessert at a restaurant or a discounted entrance fee to an attraction? This is the science behind Customer Giveaways. Welcome to another addition of hospitality property school. Today, Do you like getting extra free stuff like a complimentary dessert at a restaurant or a discounted entrance fee to an attraction? This is the science behind Customer Giveaways. Welcome to another addition of hospitality property school. Today, we are going to talk about customer giveaways.     When a business goes over and above to give its customer, its guest, you, more than you expected, this can leave you with a positive memory that can be recalled when it […] Keystone HDC 8:55
KHDC 033 – What is the difference between Pinterest & Instagram? http://keystonehospitalitydevelopment.com/khdc033/ Tue, 31 Jan 2017 06:20:50 +0000 http://keystonehospitalitydevelopment.com/?p=13129 http://keystonehospitalitydevelopment.com/khdc033/#respond http://keystonehospitalitydevelopment.com/khdc033/feed/ 0 <p>They are visual-sharing social networking sites where you can upload photos and images for other people to see. What is the difference between Pinterest & Instagram? Welcome to another addition of hospitality property school. Today we are going to talk about Pinterest & Instagram and which is the better platform to use to market your [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc033/">KHDC 033 – What is the difference between Pinterest & Instagram?</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

They are visual-sharing social networking sites where you can upload photos and images for other people to see. What is the difference between Pinterest & Instagram?

Welcome to another addition of hospitality property school.

Today we are going to talk about Pinterest & Instagram and which is the better platform to use to market your hospitality property.

The first thing we should do is explain the difference between the Pinterest and Instagram platforms?

They are visual-sharing social networking sites where you can upload photos and images for other people to see. The main distinction lies in the fact that people use them differently.

Instagram is about sharing your own photos, Pinterest is about curation.

 

Let’s look at some facts & figures about Pinterest

Pinterest Company Statistics         

Total number of Pinterest users                                       

Number of daily visitors                                                     

Percent of Pinterest visitors that are mobile only            

Number of Pinterest business accounts                         

Monthly Pinterest pageviews                                            

Percent of American online adult women that use Pinterest    

Percent of American online adult men that use Pinterest         

73,500,000

1,360,000

35 %

575,000

2,500,000,000

44 %

28 %

It is set up like a virtual bulletin board that lets users share inspirational images and links. Pinterest users tend to be a little older, with 70% of them women. The core demographic is 18-34-year-olds, representing 56 percent of users.

The images or pins as they are known can be placed on thematic “boards” that can be customised by the user for any topic. Pinterest is all about selecting, organising, and looking after images.

 

Now, let’s look at some facts & figures about Instagram

Instagram Company Statistics

Total number of Instagram users

Total number of photos shared on Instagram

Average number of photos uploaded each day to Instagram

Average number of likes per day

Percent of Instagram users located outside the US

Total videos uploaded to Instagram in the first 24 hours of the video addition

500,235,000

34,700,000,000

52,000,000

1,650,000,000

60 %

5,000,000

Men and women are more evenly represented with 50 per cent of the active users outside the US. Two-thirds are between the ages of 18 and 34 and popularity noticeably drops with the older demographic.

A free photo sharing app is available on iPhone and Android, allowing you the ability to share photos with your friends and with Instagram you can transform boring photos into works of art. Instagram is all about creating images.

 

Is there a difference?

Both Pinterest and Instagram provide an opportunity for your business brand to connect with people using images and video.

Now, you might be asking “What if I don’t have the interest or time to maintain two image sites, which would be more beneficial to my property?”

Well, it’s up to you to decide who your target is: for example

  • Are you targeting a younger demographic? (Instagram)
  • Are you targeting an older, prominently female group (Pinterest)?
  • Are you more likely to select, organise, and look after images and videos?(Pinterest)
  • Or are you interested in creating images (Instagram)?

 

Based on what we have seen, the majority of independent hotel, inn, resort and bed & breakfast owners/managers would benefit more from a presence on Pinterest, so we have included a great EBook called “Pinterest Traffic Secrets” in

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

It’s full of information to help your Pinterest site shine.

 

Just in case, you don’t agree or are a fan of Instagram, we have also included a “5 part crash course on Instagram” in the training tutorials.

 

If you have any interesting stories about Pinterest and/or Instagram and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/KHDC033

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

Music Credit:

Sun Spark
http://www.danosongs.com/

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 033 – What is the difference between Pinterest & Instagram? appeared first on Keystone HDC.

]]>
Keystone HDC 7:02
KHDC 032 – How to Get the Best from LinkedIn http://keystonehospitalitydevelopment.com/khdc032/ Tue, 24 Jan 2017 06:20:51 +0000 http://keystonehospitalitydevelopment.com/?p=13124 http://keystonehospitalitydevelopment.com/khdc032/#respond http://keystonehospitalitydevelopment.com/khdc032/feed/ 0 <p>Why should you create a LinkedIn page? To post updates, including what makes your hospitality property unique & to attract followers. Welcome to another addition of hospitality property school. Today we are going to talk about LinkedIn for business. Many hospitality property owners and managers, (hotels, inns, resorts and bed & breakfast) I have spoken [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc032/">KHDC 032 – How to Get the Best from LinkedIn</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p>

Why should you create a LinkedIn page? To post updates, including what makes your hospitality property unique & to attract followers.

Welcome to another addition of hospitality property school.

Today we are going to talk about LinkedIn for business.

Many hospitality property owners and managers, (hotels, inns, resorts and bed & breakfast) I have spoken with, feel that LinkedIn is a platform they do not need to be on.

Due to the fact that LinkedIn is an online social network for business professionals, this may be the case for some properties. It’s different than other social networking sites because it’s designed specifically for professional networking.

For example, finding a job, discovering sales leads, and connecting with potential business partners.

So why should you as a hospitality property owner/manager consider using LinkedIn as a social media platform. If you want to attract other businesses. For example

  • Business travellers
  • Meeting room rentals
  • Company parties
  • Suppliers
  • Looking for quality employees

Just to name a few

 

Check out these stats…

LinkedIn Company Profile                      

Total number of LinkedIn users                                  

Number of monthly unique visitors to LinkedIn         

Number of people who received an interview from their LinkedIn profile          

Number of people who have been hired from a connection made on LinkedIn            

Number of new LinkedIn members per second        

Percent of LinkedIn users that use the free version 

Percent of users that have a complete profile as defined by LinkedIn 

Percent of users who check LinkedIn daily               

313,000,000

187,000,000

122,070,000

 35,522,000

2

90.9 %

  50.5 %

39  


A LinkedIn company page helps you establishes your public image on a global scale as a reputable and trustworthy organisation. According to a 2013 study revealed that 84% of users generated several business opportunities from the use of LinkedIn.

 

What are some of the other benefits of a LinkedIn Company Page?

Here are 7

  • A LinkedIn company page provides your business with the opportunity to tell your hospitality properties story, engage with followers, share career opportunities, and scale your word of mouth marketing. It is also an equally effective tool for generating new business leads and nurturing referral relationships.

 

  • Creating quality, shareable content that benefits your readers your viewers become engaged advocates of your company and expand your global reach and influence.

If you have quality information about your property and region, share it! Post as many status updates as your content supports. You will reach more of your audience and extend your reach as you post more often.

Strive to publish authentically and relevant posts to encourage viral likes, shares, and comments. Posts that feel like spam will not get shared and, in fact, could result in your business losing followers.

 

  • With LinkedIn company pages, you can introduce new packages, deals or services your property offers and explain how your customers will benefit.

According to the Marketing Tech Blog, the top 5 reasons why people follow brands on social media are promotions and discounts, latest products information, customer service, entertaining content, and ability to offer feedback. More than half of vendors say they have generated sales through LinkedIn.

 

  • You can differentiate yourself from your competitors.

On LinkedIn, you can use your company description to emphasise how you stand out from your competitors. Include company news and share information about your company culture to reach potential new hires and convey your company’s values, mission and vision.

 

  • Finding employees who can make a significant contribution to your business success.

LinkedIn profiles reveal valuable information about people seeking jobs at your company, including their stability, their record of successful accomplishments and their passion for what they do. By hiring and retaining these employees, your company will benefit from their expertise and energy.

 

  • Checking on what your competition is doing.

By visiting the company pages of comparable properties and your competition, it’s easier to monitor changes in your industry and track what your competition has accomplished. Monitoring the social media content strategies of other companies on a regular basis will help you identify trends and opportunities for talent acquisition and growth areas for your business.

 

  • Improving your ranking in search engines.

Google and other search engines rank LinkedIn company pages and posts highly in the search engine result pages, so adding updates to your company page and optimising posts for SEO help to improve your performance in the search results pages. As a result, your properties website may see an increase in visitor traffic.

By tailoring your LinkedIn content to suit your intended audience and managing LinkedIn wisely, you’ll enhance your hospitality properties opportunities to build relationships, generate bookings and attract talented members to join your team.

 

We here at Keystone HDC, we feel it can’t hurt to have a presence on LinkedIn.

 

If you are ready to benefit from LinkedIn for business and want to ensure success, you can improve your skills by checking out the marketing section of

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

We have included have very good resource eBook called “Linked in to Content” and it covers the A-B-C’s of a successful LinkedIn Page.

The topics covered will include:

1: Choosing Your Niche Step

2: Setting Up Your Website! Step

3: Creating Your LinkedIn Profile Step

4: Join Those Groups! Step

5: Participating & Connecting! Step

6: Creating your own group Step

7: Putting It All In Motion

The Final Step: Monetizing Your Sites

 

 

If you have any interesting stories about LinkedIn for business and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/khdc032

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

Music Credit:

Sun Spark
http://www.danosongs.com/

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 032 – How to Get the Best from LinkedIn appeared first on Keystone HDC.

]]>
Keystone HDC 8:51
KHDC 031 – Who Else Wants to Be Successful with Twitter http://keystonehospitalitydevelopment.com/khdc031/ Tue, 17 Jan 2017 06:20:15 +0000 http://keystonehospitalitydevelopment.com/?p=13119 http://keystonehospitalitydevelopment.com/khdc031/#respond http://keystonehospitalitydevelopment.com/khdc031/feed/ 0 <p>Twitter is a powerful tool that can greatly benefit your hospitality properties brand by reaching out to your followers & providing enormous public relations. Welcome to another addition of hospitality property school. Today we are going to talk about how Market Successfully on Twitter. So with many social media options available why should you consider [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc031/">KHDC 031 – Who Else Wants to Be Successful with Twitter</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Twitter is a powerful tool that can greatly benefit your hospitality properties brand by reaching out to your followers & providing enormous public relations.

Welcome to another addition of hospitality property school.

Today we are going to talk about how Market Successfully on Twitter.

So with many social media options available why should you consider Twitter as a marketing option?

Using Twitter for marketing means you’re able to contact your brand’s biggest supporters directly, and they’re able to contact you. This kind of communication can help bolster your business, spread the word about property deals, events and things going on in your region, as well as collecting valuable feedback.

The key to being successful on Twitter is sharing the right information, whether it’s your links or other content.

 

If you are considering Twitter as a part of your marketing strategy, here are a few interesting facts.

Twitter Company Statistics           

Total number of registered Twitter users                                           

Total number of active Twitter users                                                   

Number of new Twitter users signing up every day                               

Number of unique Twitter site visitors every month                          

Average number of tweets per day                                                         

Number of Twitter search engine queries every day                             

Percent of Twitter users who use their phone to tweet                                 

Percent of tweets that come from third party applicants                             

Number of active Twitter users every month                                      

Percent of Twitters who don’t tweet but watch other people tweet             

Number of days it takes for 1 billion tweets                                                 

Number of tweets that happen every second                                              

695,750,000

342,000,000

135,000

195 million

  58 million

2.1 billion

43 %

60%

115 million

40%

 5 days

 9,100

                                 

What are some of the other reasons you should consider using Twitter as a marketing tool?

 

  • Communication

Twitter is an easy way to keep your followers up to date with current information about your hospitality property. It also lets followers communicate with you.

 

  • Generating leads

Tweeting about special offers or events can encourage your followers to find out more, potentially leading to bookings.

 

  • Showing your brand’s personality

Twitter is a chance to liven up your properties image. Tweeting about your brand, your people and region personality gives followers a sense of your hospitality property as more than just a place to stay.

 

  • Researching trends

Searching or following tweets can give you an idea of trends and topics that Twitter users are interested in.

Twitter can tell you the hot topics of the moment and allows you to see what Twitter users are saying about your property, your competitors and your region.

 

  • Seeking feedback

Many hospitality properties use Twitter, to invite online feedback, reviews or comments. This information is useful for properties that want to improve, and also for potential guests doing research for their own booking purposes.

 

  •  Providing customer service

For Twitter-savvy customers, asking questions and getting services via Twitter is very convenient.

 

Some things to think about when tweeting

  • Don’t be afraid to say “I’m sorry.” Show you are people behind your brand.
  • Write a tweet as if writing a headline for a print ad
  • Follow anyone who follows you
  • Have fun with your followers.
  • Follow the 80/20 rule on Twitter too! 80% of your tweets should be things that will help or add value to your followers. 20% can be about you, your property or links to your blog.
  • Use Retweets
  • Use offers and contests to propel excitement about your brand and your property.
  • Figure out what your audience wants to hear about and tweet it.
  • Learn to use lists and searches
  • Don’t take yourself too seriously on Twitter. Enjoy the positive comments and welcome the negative ones.
  • Ask questions
  • Don’t just push, communicate
  • Consider joining Twitter chats using hashtags and then starting and hosting your own Twitter chats on a regular basis.

 

 

A few Twitter basics you should consider

  • Know the Difference between Posting and Spamming
  • Be Clear On What You Are Promoting
  • Communicate With Others to Convey Professionalism
  • Learn How to Participate With the Community
  • Learn How to Make the Most of Your Account and Profile
  • Avoid Over Promoting
  • Follow and Use Relevant Tweets

 

If you are ready to benefit from Twitter and want to ensure success, you can improve your skills by checking out the marketing section of

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

Access “The Tweet Success Guide”

 

 

If you have any interesting stories about Twitter and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/khdc031

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

Music Credit:

Sun Spark
http://www.danosongs.com/

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 031 – Who Else Wants to Be Successful with Twitter appeared first on Keystone HDC.

]]>
Twitter is a powerful tool that can greatly benefit your hospitality properties brand by reaching out to your followers & providing enormous public relations. Welcome to another addition of hospitality property school. Twitter is a powerful tool that can greatly benefit your hospitality properties brand by reaching out to your followers & providing enormous public relations. Welcome to another addition of hospitality property school. Today we are going to talk about how Market Successfully on Twitter. So with many social media options available why should you consider Twitter as a marketing option? Using Twitter for marketing means you’re able to contact your brand’s biggest supporters directly, and they’re able to contact you. This […] Keystone HDC 7:50
KHDC 030 – How to Use Facebook for Your Hospitality Property http://keystonehospitalitydevelopment.com/khdc030/ Tue, 10 Jan 2017 06:20:27 +0000 http://keystonehospitalitydevelopment.com/?p=13092 http://keystonehospitalitydevelopment.com/khdc030/#respond http://keystonehospitalitydevelopment.com/khdc030/feed/ 0 <p>Hospitality properties can benefit from a Facebook presence. It’s a great opportunity to drive visitors to your website & increase bookings. Welcome to another addition of hospitality property school. Today we are going to talk about the benefits of Facebook for business marketing. Facebook the home of family trip pictures, thoughts of the day and salsa recipes. [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc030/">KHDC 030 – How to Use Facebook for Your Hospitality Property</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Hospitality properties can benefit from a Facebook presence. It’s a great opportunity to drive visitors to your website & increase bookings.

Welcome to another addition of hospitality property school.

Today we are going to talk about the benefits of Facebook for business marketing.

Facebook the home of family trip pictures, thoughts of the day and salsa recipes. A great place to snoop. It can also help you sell rooms.

A Facebook page has many benefits for your hospitality property. In the top 3 of the most visited websites in the world, it is imperative that your hospitality property has a Facebook business presence.

 

Here are couple reasons why:

Facebook Statistics                                                         

Total number of monthly active Facebook users            1,721,000,000

Total number of mobile Facebook users                         1,104,000,000

Increase in Facebook users from 2014 to 2015             12 %

Total £ of minutes spent on Facebook each month       640,000,000

% of all Facebook users who log on in any given day   48 %

Average time spent on Facebook per visit                      18 minutes

Total number of Facebook pages                                    74,200,000

 

12 More Benefits of a Facebook Business Presence

1.  Increased Exposure to Potential Customers

It has over 1.19 Billion users.

 

2.   You can share information about your business

You can publicise your properties name, address and contact details, talk about your history, describe your property and services or any other aspect of your business as well as upload pictures and videos from your business.

This can be a powerful way to communicate with your current customers and potential customers.

 

3.  Gather More Leads

You have the ability to gather leads in the form of email addresses. They can be added to you mailing lists and contact outside of Facebook.

 

4.   Lower Your Marketing Expenses

Starting a Facebook business page can costs you $0.

Simply using photographs you take of your business will work — and in some cases that are better than a creative image from a designer.

5.  Reach a Targeted Audience

With Facebook ads, if you target correctly, you can reach your desired audience.

 

6.  Use Facebook Insights

Using Facebook insights you can see:

  • How many page Likes you have
  • The reach of my posts & page
  • Engagement of the page
  • Post-Performance… and more

7.  Build Brand Loyalty

Besides being a place to build a customer base, a Facebook business page can do wonders for helping you build brand loyalty.

You can increase your properties profile on Facebook by encouraging existing and potential guests to ‘Like’ your Facebook page. Your visitors will receive your updates on their wall, where their friends will also see them.

 

8.  Increase Your Web Traffic

Smart Facebook page owners use their pages to drive traffic to their websites and increase bookings.

Visitors who come to your website from Facebook are more likely than the average visitor to be receptive because they already know something about your business.

9.  Be Mobile Ready

The vast majority of Facebook users are accessing the site via their mobile devices — many of them only with a mobile device.

The great thing about a Facebook page is Facebook does the heavy lifting for you! — optimising your page for both desktop and mobile devices.

 

10. It is a low-cost marketing strategy

The cost of marketing on Facebook and reaching your target customer is a fraction of what it costs using the traditional methods.

 

11.-You can talk with your current customers and potential customers

You can use Facebook to ‘talk’ to existing and potential customers by posting and receiving messages.

 

12. Respond to customer questions and reviews

Customers can post after a stay, reviews on your Facebook wall, and you or your staff can respond to them accordingly. This gives you an opportunity to show your professional to other potential guests.  

 

If you wish to learn more about Facebook and how to help your business benefit, check out

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

We have included a “Facebook Strategies and Profits” ebook and a “Do This – Not That” infographic

 

 

If you have any interesting stories about Facebook for business and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/khdc030

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

Music Credit:

Sun Spark
http://www.danosongs.com/

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 030 – How to Use Facebook for Your Hospitality Property appeared first on Keystone HDC.

]]>
Hospitality properties can benefit from a Facebook presence. It’s a great opportunity to drive visitors to your website & increase bookings. Welcome to another addition of hospitality property school. Today we are going to talk about the benefits of Fa... Hospitality properties can benefit from a Facebook presence. It’s a great opportunity to drive visitors to your website & increase bookings. Welcome to another addition of hospitality property school. Today we are going to talk about the benefits of Facebook for business marketing. Facebook the home of family trip pictures, thoughts of the day and salsa recipes. A great place to snoop. It can also help you sell rooms. A Facebook page has many benefits for your hospitality property. In the top […] Keystone HDC 8:05
KHDC 029 – How to Use YouTube to Promote Your Business http://keystonehospitalitydevelopment.com/khdc029/ Tue, 03 Jan 2017 06:21:23 +0000 http://keystonehospitalitydevelopment.com/?p=13081 http://keystonehospitalitydevelopment.com/khdc029/#respond http://keystonehospitalitydevelopment.com/khdc029/feed/ 0 <p>The range of benefits YouTube can bring a business is amazing. This is why you need this video platform to promote your Hospitality Property. Welcome to another addition of hospitality property school. Today we are going to talk about Marketing on YouTube Before I start though I would bring you up to speed on a [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc029/">KHDC 029 – How to Use YouTube to Promote Your Business</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> The range of benefits YouTube can bring a business is amazing. This is why you need this video platform to promote your Hospitality Property.

Welcome to another addition of hospitality property school.

Today we are going to talk about Marketing on YouTube

Before I start though I would bring you up to speed on a change with our podcasting schedule.

For the last couple of months we have been producing two podcasts a week and to our pleasant surprise, the response has been wonderful.

 

For that, we want to say –  Thanks

 

The response has been so wonderful, that we are now busier than ever and at present don’t have the time to continue producing two podcasts a week.

We wish to continue bringing you information to help improve your business, patronage and profit, so, for the foreseeable future, we will be releasing podcasts on Tuesdays.

We hope you understand and will continue to send in topic ideas.

 

As an independent hospitality property owner, you should understand the importance of marketing and are constantly thinking of ways to get your properties name in front of as many people as possible, without going broke.

Using YouTube for your business can be an economical way to grow if used frequently as part of your marketing strategy.

 

Some of the benefits include:

Take advantage of the YouTube masses

YouTube has now reached 4 billion video views per day. If you use YouTube for your business, you can target and reach your audience, by creating videos and advertising on other videos that complement your property.

YouTube is the 2nd largest search engine in the world and the 3rd most visited website worldwide, behind only Google and Facebook.

Video-streaming platforms like YouTube have become so vital to marketing, as long as you educate, entertain and provide solutions to your potential guest’s problems, you’re guaranteed to find a group of people who will become your fans and customers.

 

Using YouTube Will Help You Get Found On Google

Have you noticed that videos are appearing more often in Google’s search results? Google considers video to be as important as text-only pages, plus, Google owns YouTube.

By incorporating YouTube as part of your marketing strategy for your property business, you’re also increasing the influence of your website. The more influence your website has in Google’s eyes, the higher your pages rankings.

 

Other ways to benefit from marketing on YouTube

  1. Share your videos                                                                                                

Get other website owners to embed your videos on their websites by cross promoting with them.

Every time someone embeds your video in their website, Google gives more credibility to your websites.

 

  1. Create a YouTube channel with your brand

When you create a channel for your videos, you are telling YouTube that you are the official representation of your brand on YouTube.

This makes it easier to find you when someone is searching your brand or related terms.

 

  1. Share your videos on other platforms

And encourage others to share.  Social media metrics are a factor taken into consideration by Google when ranking pages. If they are high-quality videos, others will share, and this will tell Google that you are producing content that is valuable to your target audience.

 

  1. Give your audience options

Include text, video illustrations and activate closed caption (once you learn how to do this, make sure you check the text to make sure it is accurate).  This will increase the overall engagement.

 

5.   If you have a blog (and you should)

You can re-purpose your content for YouTube. You can take advantage of this by taking any of the high-quality articles you have written for your blog and creating a video for YouTube. It will be easier for searchers to find your property online and will build backlinks to your site.

 

6.   You can have a worldwide audience 

By consistently creating video content, visitors are going to find you who would never found you any other way.

 

7.   You can build your email list 

If you provide valuable engaging content you have the ability to build your Email list.

 

8.   Audience will stay and promote you 

Videos with a personal touch help to increase trust and in turn guests. If YouTube visitors trust you they are more likely to stay with and promote you if the opportunity arises.

 

Something to remember:

It’s important to include several call-to-actions inside your videos, with annotations that link to:

  • Your services
  • Content on your website
  • Other videos
  • Email auto-responder series

 

If you wish to learn more about YouTube and how to use it to promote your business, check out the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials

 

and watch the 9 part video training on more benefits and how to use YouTube.

 

If you have any interesting stories about marketing on YouTube and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

 

keystonehospitalitydevelopment.com/khdc029

 

That’s it for this session of hospitality property school.

 

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

Music Credit:

Sun Spark
http://www.danosongs.com/

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

Hospitality Property School is a division of Keystone HDC

 

The post KHDC 029 – How to Use YouTube to Promote Your Business appeared first on Keystone HDC.

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The range of benefits YouTube can bring a business is amazing. This is why you need this video platform to promote your Hospitality Property. Welcome to another addition of hospitality property school. Today we are going to talk about Marketing on YouT... The range of benefits YouTube can bring a business is amazing. This is why you need this video platform to promote your Hospitality Property. Welcome to another addition of hospitality property school. Today we are going to talk about Marketing on YouTube Before I start though I would bring you up to speed on a change with our podcasting schedule. For the last couple of months we have been producing two podcasts a week and to our pleasant surprise, the […] Keystone HDC 7:47
KHDC 028 – How to Start a Blog for My Hotel http://keystonehospitalitydevelopment.com/khdc028/ Thu, 29 Dec 2016 06:20:43 +0000 http://keystonehospitalitydevelopment.com/?p=13041 http://keystonehospitalitydevelopment.com/khdc028/#respond http://keystonehospitalitydevelopment.com/khdc028/feed/ 0 <p>Create a Successful Blog for Your Property, build trust with your audience, and increase your customer base & profit. Welcome to another addition of hospitality property school. Today we are going to talk about how to create a successful blog. In the last episode, I shared with you 16 reasons why you should blog. Today, [...]</p> <p>The post <a rel="nofollow" href="http://keystonehospitalitydevelopment.com/khdc028/">KHDC 028 – How to Start a Blog for My Hotel</a> appeared first on <a rel="nofollow" href="http://keystonehospitalitydevelopment.com">Keystone HDC</a>.</p> Create a Successful Blog for Your Property, build trust with your audience, and increase your customer base & profit.

Welcome to another addition of hospitality property school.

Today we are going to talk about how to create a successful blog.

In the last episode, I shared with you 16 reasons why you should blog.

Today, I’m going to spend a couple minutes explaining a few things for you to get started and share with you some of the initial mistakes bloggers make.

So before you get started, you have to decide the reason you want to write a blog.

Take a moment to ask yourself these questions:

  • Why is your property blog worthy?
  • What story supports this property?
  • Who would share your passion?
  • Are your employees aligned with this passion?

After you have answered these, start brainstorming:

 

Who are your target guests?

If you are not sure how to do this, this is a question we discuss in our “Your Organizational Structure” training tutorial

Once you know who your ideal customer is, do a little research into their behaviour and then you can adapt your blog accordingly.

 

Some places you can start this type of research include:

  • Q & A forums ie. Quora, & Yahoo! Answers
  • Social media ie. Groups of social media sites
  • Tools for getting content for your potential customers BuzzSumo.com & Topsy.com
  • Blog comments on other blogs your potential customers might read. What type of content are they already engaging with on other blogs?

You want to build trust with your audience so if you can discover the information your customers seek and become the go-to blog for providing that information, they will likely start to trust you.

 

Your Competition

Compile a list of 5-10 of your closest or the same type of competitors with blogs, audit their content and see what is working.

If they’re ranking higher than you for crucial keywords, then write and promote better content for those keywords. If you see gaps in the content on their site, capitalise on those gaps.

 

Targeting Keywords

Create a list of 5-10 keyword groups you want to rank for and with them the associated long-tail keywords you can include in blog content.

If you are new to this go to google support for more info on keywords and keyword planning.

 

https://support.google.com/adwords/answer/2999770?hl=en

 

Google’s algorithm is constantly changing and is becoming more and more natural.

You are better off writing good content that engages your readers, and not worry so much about the search engines.

Decide on a Rhythm

Decide on their realistic number of blog posts you can commit to per week, per month and then stick to it. This will become your editorial calendar and by creating this calendar you’re creating accountability and a rhythm. Posting to your blog is not about frequency, but instead about good content and consistency.

Make sure your blog schedule is in sync with rest of your social media strategy.

 

Initial Mistakes Bloggers Make

Here are some of the most common mistakes beginner bloggers make and some ways to avoid them.

Considering all blogging ideas in general

When you start blogging, you’re going to be thinking of ideas all times a day or night and wanting to post them.

The reason you’re blogging is to help your business grow, so all of your post ideas should help serve those growth goals. They should have tie-ins to concerns in your

 

Your writing is too rigid

Don’t write like its university or college theses. They are normally not that interesting for your average customer to read.

Instead, write like you talk. Be conversational in your writing, be loose, and toss in contractions. Your readers want to feel like they’re doing business with real people, not computers.

 

You think people care about you

When you start writing, people do not care about you.

Why should they?

They don’t know you, all they care about is what you can teach them.   

Don’t force yourself on your readers, but instead, share your personality. There is no right or wrong way to do this, write is if you’re talking to a friend.

 

Don’t be all over the page

Quite often when bloggers start writing they let your topics get too wide-ranging.

Stay very specific especially in your first few posts.  Decide your goal, then your topic and then your title.

 

Don’t Babble

Many new bloggers write exactly what they are thinking and this stream-of-consciousness style of writing isn’t good for blog posts.  Most readers scan, so make sure your post is organised.

Organise your flow thought and create a logical flow outline for your post, the use the same outline for every post and stick with it. You will be basically filling in the blanks and it will become easier over time.

 

Don’t plagiarism

Copy & paste is a really cool technique but it doesn’t work when it comes to your properties blog.

If you’re using other people’s content, give them credit.

 

Finish writing and forget to edit

When we reread something that we have wrote, all brain allows us to skip over mistakes.

Quite often we put too much trust in our brain. This can be a mistake.

Your blog post is going to need editing. Take the time to read each sentence slowly and carefully, fix your run-on sentences, typos, and grammatical mistakes and when that is done, give it to someone else to read.

If you would like more help with getting started we have included in the marketing section of “Guide to Operating an Independent Hotel or Bed & Breakfast” Training Tutorials the “Blogging for Business” eBook to help you with your success.

 

If you have any interesting stories about choosing your visual branding and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes at.

keystonehospitalitydevelopment.com/khdc028

 

That’s it for this session of hospitality property school.

We appreciate your comments and if you have topic ideas, feel free to reach out to use on

Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

Or email at

info@keystonehospitalitydevelopment.com

 

So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

 

 

Hospitality Property SchoolFor listeners of the Hospitality Property School Podcast

we are offering an additional savings of

25% off the

 

“The Guide to Operating an Independent Hotel or Bed & Breakfast”

Training Tutorials

This offer will end without prior notice so act now by visiting …

 

http://keystonehospitalitydevelopment.com/training-tutorials-save25

Music Credit:

Sun Spark
http://www.danosongs.com/

 

Improve Your Business & Increase Your Bottom Line!
Get Your Free
“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

Hospitality Property School is a division of Keystone HDC

The post KHDC 028 – How to Start a Blog for My Hotel appeared first on Keystone HDC.

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Create a Successful Blog for Your Property, build trust with your audience, and increase your customer base & profit. Welcome to another addition of hospitality property school. Today we are going to talk about how to create a successful blog. Create a Successful Blog for Your Property, build trust with your audience, and increase your customer base & profit. Welcome to another addition of hospitality property school. Today we are going to talk about how to create a successful blog. In the last episode, I shared with you 16 reasons why you should blog. Today, I’m going to spend a couple minutes explaining a few things for you to get started and share with you some of the initial mistakes […] Keystone HDC 8:49