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The Way To Hospitality Success

11 min read

If you are running a hotel, or thinking of starting one, then one of the most important things to bear in mind is that the customer rules everything. Although you might think this is true of all business types, the fact is that it is particularly pertinent when it comes to running a hotel or a similar business. This is because hotel customers expect a certain amount, and if you don’t provide it, it is unlikely that they will return or recommend you to their friends. Word of mouth is a leading type of marketing for your hotel businesses, so this is something you really want to achieve if you can. In this article, we are going to look at the ways in which you can expect to have your hotel spoken about fondly all over town. Let’s take a look at how you might achieve that.

Location Is Everything

Arguably the most important decision you will ever make with your hotel business is where to actually locate it. As long as you get this right, there is no reason that you should expect to fail in your venture – so long as you provide a basic level of customer care, of course. Choosing the right location can be difficult for a number of reasons. Most of all, there is the issue of balance. You need to be able to ensure that you will get a decent number of customers, and that probably means situating your hotel somewhere fairly central. However, if you go too central you might be in competition with many other hotels, which is probably far from ideal. You need to work to find a balance between the two. The best scenario is if you are able to find somewhere where plenty of people can find you and there are no other hotels nearby. Whether or not you can do his depends on your situation locally, of course, but if you can then it might be worth spending the money building in that location. It is also important because, in many respects, the location is the business – something which you can’t really say for any other business type. Your hotel depends on good situating, so make sure you spend the necessary time finding just that.


Strong Management

As in any other kind of business, the way that your hotel is run is something which will have a huge impact on the business as a whole. Management in hospitality is hugely important. Most of all, you need to be able to keep the staff beneath you happy and well-trained. The management team are likely to be vital during that process. If you are considering running the hotel yourself, then there are particular benefits to that. For example, you can ensure that it is run exactly as you would like it to be run, and all mistakes are yours alone. But if you want to leave it up to someone else, then that can work well too. It is important in that situation to communicate strongly what it is that you are going for, so that your managers know exactly what is expected of them. This is also the kind of role where having decent technological assistance can make a world of difference. With the likes of services by Mingus Software at your disposal, running the hotel might be considerably more straightforward, so that is worth considering. Manage the hotel in a strong manner, and all else will surely follow in good time.




The people that staff your hotel are hugely important, much more important than in many other kinds of business. In a hotel, they play many roles, even if they have a relatively limited job description. All employees, no matter what they do, need to have a certain level of customer care within them. You never know who a customer is going to ask for advice or assistance, or who they will complain to, so you need to make sure that absolutely everyone you hire is able to be polite, professional and helpful at every step. Of course, the people that you hire for the front desk are going to be particularly important, as they will have the most customer-facing role of all. If you want them to be as good as possible in this respect, make sure that you are doing everything you can to train them up. Have a long training regime when they enter the business, and it is likely that this will make a huge difference to the way in which they approach the job further down the line. When hiring, look for people who are genuinely enthusiastic about the role, and who seem to enjoy being there. If they are happy, then your guests will be too.


Customer First

As we have seen, the needs and expectations of the customer is paramount to all else. As long as you are keeping them satisfied, there is no reason that your hotel business will not last a long time. The key here is to remember that they are always right, and do everything you can to cater for them at all times. You should make every effort to go above and beyond at every step, and never to complain about what they might need or ask for. That way, your hotel will be respected and you will soon find yourself inundated with customers. At this point, it can be difficult to keep it up, but it is vital that you do. Remain polite and helpful, and your business will only continue to grow and grow.



All hotels have a theme, even if it is quite subtle. If you haven’t decided on a theme for your hotel, then you might want to think of one before you open. With a theme, you are able to tie everything together in a much more pleasing way, and you might be surprised at what a positive difference it makes to your customers’ experience. The theme can be subtle – a lot of the best ones are – but it must exist in some form, and be visible somewhere in the building.


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