HOSPITALITY INSIGHT - EXCELLENCE IS A RESULT OF PERSISTENCE

BRIEF BACKGROUND OF ADEEB

Computer management science degree (USA)

General manager training

(Hilton Corporate Office - Memphis USA)

CCNA network training

SAP - Fl and SAP - co completed PMP 45 - PDU's

HOSPITALITY INSIGHT EXCELLENCE IS A RESULT OF PERSISTENCE

How well are hoteliers meeting the needs of today's guests?

There are many tools available in the market to measure and enhance performance, i.e. Occupancy rate, ADR and RevPAR identify a degree of success; satisfaction scores are also important, but there is none adequately measures how well requirements and expecta­tions are being met. So, to achieve success, hoteliers need a comprehensive understanding of the factors affecting travellers' opinions and their desires. In such a highly competitive industry, there's a dizzying array of consumer choice. In most cases targeted toward a specific market segment. Here is my question? What about guests who are on holidays in a city or on business in a resort. What about economy brands and private B&B (Bed and Breakfast) which has been valued at US$10 billion, accord­ing to The Wall Street Journal, is providing competition that many hoteliers seem be ignoring. The success of any hotel, regardless of the market segment or demographics depends on Guest retention and making your hotel fit for every guest needs and desires with a promise to deliver. If hotels only focus on one specific segment, this may not be a good strategy for future. World Tourism Organization in Madrid, Spain, reports that while travel and tourism accounts for 9.5 per cent of the world's economy, it only contributes 4.5 per cent to Canada's GDP. There is a huge GAP that needs to be filled, and it can only be achieved by offering our Traditional Canadian Hospitality. Canadian hoteliers aim to deliver seamless experiences informed by deep insight and imbued with the brand promise.

But are they succeeding?

Do employees share a common vision? Are they enabled, and do they feel engaged?

Do guests depart feeling delighted?

One way we find out is through guest comments, but how effective is that?

I say what about the majority of the guests who left your hotel without you having to know their opinion. It's surprising that the Customer Satisfaction Index's (CSI) "Travel Report 2014" reveals that not a single hotel chain improved guest satisfaction. In fact, the average score for hotels, dipped by 2.6 per cent to a CSI score of 75 out of 100.

Mr. Adeeb

(General Manager Training: Hilton Corporate Office - Memphis USA)

Such results represent an important wake-up call for three reasons:

insufficient attention is being given to brand and community distinctiveness, employee engage­ment, meaningful innovation, appropriate and profitable revenue generation; travel and tourism are essential and discretionary activities that entail expenditures of time and money, the scarcity of which is more pronounced, thereby placing value propositions into question; and, people are seeking more meaningful and fulfilling leisure activities, especially through travel. There is a strong need to be involved in communities for hoteliers, this will help them bring business throughout the year. Get ideas, ask the people, make your presence in local communities, you will be surprised how many suggestions you will receive. This approach has two immediate benefits; one, name brand recognition, second, it creates goodwill in the community. In case you haven't noticed, I have not talked about number crunching, how to cut expenses, higher ADR, or profit and loss. I am a strong believer of creating a value and deliver­ing it to the guests.

What people want is something much more elusive:

The feeling only impeccable service can instill. 'The key issue that separates the luxury hotel is as much an emphasis on the level of service, as on the physical product. I can't emphasize enough on only one thing, service, service, and service. This is the key factor in success of any hotel. Prompt solutions, caring attitude. Empower, cross training, and care for your staff as they care for your guests. I remember working at a property not far from airport region. It was winter and we were snowbound, we were stormed by stranded guests and at one point hotel was full, there was a constant influx of guests; I advised my staff to have tea, coffee and cookies ready in lobby for the guests in house and for those who did not get the room. We started relocating g and at one point we were able to find accommodation for everyone. Next morning we had the majority of guest walk into our hotel whom we had placed in other hotels. This business we got back was only due to our caring attitude and present­ing the guest with a solution. Mind you it had nothing nothing to do with the ambiance, or the room rate etc. Help people when they are in trouble and extend your cortices when they are your guests

As an ex-hotelier, I have always thought of guest complaints as a way of building relationship and an opportunity of wowing the guest, not that I encourage providing bad service to guests to create this opportunity.

Worked in Hospitality for 14 years in various capacities from Systems Analyst to General Manager. Worked with Hyatt, Hilton and pearl Continental. Opened new properties, Consult­ant in Client facing technology and stand­ardization. Another 13 years of experience in IT Projects, Industrial Project. Mostly in banking sector and Oil Industry, few Hotel Construction projects.