When people talk about improving the value of a hotel or guest house, they usually mean the value of the business or the value of the building – in other words, the re-sale value.
This is not what we mean when we talk about the value. We mean the value to the customer – how can you as a hotel manager or proprietor increase the perceived value of staying at your particular establishment? That is, the value from the customer’s perspective? Many renouned hotel consultants place enormous emphasis on the ability to deliver excellent customer service and fantastic facilities – basically, meeting, and exceeding, the expectations of each and every guest that enters your doors to stay under your roof.
Good planning, highly trained staff, and reliable suppliers are all essential to this process. Of course, it isn’t possible to always deliver as your guests would wish. But, with proper planning, you can even turn potentially negative situations into positive ones – just make sure that whenever you cannot deliver a certain service exactly as promised, you make up for it byover-delivering in other ways.
In short, improve your service, and you will increase the desirability of your accommodation. You may even increase the re-sale value if you ever fancy a career change!