The components of a successful hotel may seem simple, however, mastering how a hotel ensures repeat business and customer loyalty is hard. There are many variables which can affect a customer’s perception, right down to the towels, glasses and coffee you provide.
With the immediacy of online commenting, it is essential that all staff and stakeholders are up to scratch with how you operate. Successful hotels are able to ensure great stays for their customers by managing their expectations and understanding exactly what they want.
Some hospitality experts share their thoughts on what they believe ensures a hotel’s success. Including comment from:
- Simon Vincent, President – Europe for Hilton Worldwide on the core component of any hotel.
- Mark Wynne-Smith, Global CEO of Jones Lang LaSalle Hotels on the commoditisation of hotels which diminishes service.
- Chris Boulton, CEO of yoo Hotels, on creating a memorable location for guests.
- And John Brennan, CEO of Jurys Inn Hotels on instilling passion in the workforce to ensure success.