Is it essential to build strong relationships?

Treat each guest as an individual, get to know them, and call them by their name. When providing insights into the reason for their stay, tailor a response to make them feel as if they are the only guest you are dealing with on that day. It is those operators who may have an almost scripted approach that does not come across as scripted that know their craft. Those who come across as scripted lose that genuine touch and can make a guest feel more like a number than a valued guest. It’s wise to offer local knowledge that is valuable to the guest. Suggest family-friendly activities in the region to families, perhaps offer some first-hand experience on good dining options nearby to a couple, and maybe advise your business guest that a room has been reserved for them in a quiet part of the complex. These small, personalised touches make guests feel important. They will remember you and talk about the motel. Effectively they become indirect, unpaid salespeople for the business with their positive commentary.

Getting to know guests

Do not underestimate the power of idle chit-chat, when to use it, and when to hold back. There are always going to be customers who want to check in, get their key and go, and that is the only interaction they will have. It is important to remain friendly and approachable but look for the cues that they don’t want to be engaged and provide them with fast, efficient service with a smile and leave them to it. There are other guests who appreciate an operator who is eager to engage and it is within this idle chit-chat that you can find out personal information that will allow you to create a more tailored service. Keep guest records with personal insights to engage with them on a return visit.

Complaints: Deal with them!

We are all fully aware of complaints and how to deal with them but now there is the ‘keyboard warrior’ who will not air grievances face to face, preferring to hide behind a screen. There will always be guests who expect champagne service on a beer budget, and they will complain loudly and often rudely about even the smallest matters. No matter how trivial, a complaint needs to be acknowledged, heard in all seriousness and where possible, made good.

With today’s technology, it is not good to brush off a complaint, bid the guest farewell and forget about it. More likely than not, the issue is going to pop up on a review site for the whole world to read. Engage the guest, treat them as if the issue is as important to you as it is to them, and try to find out exactly what it is they would like you to do to fix the issue, which is easier said than done sometimes. If it is reasonable and possible, attend to the matter promptly. Always be seen to try and improve your business and most importantly to care about the experience you offer your guests.

Educate employees

The reputation you are trying so hard to build can be undone in a second if your representatives aren’t following suit. Never underestimate the damage that can be done from poor encounters guests have with your staff in your absence. If your staff care about your business as much as you do, it should be reflected in the way they treat your guests. Make it a basic standard that they go above and beyond a simple greeting when interacting with guests and if there are issues address them promptly and don’t leave it until the damage is already done.

One important thing travellers want is the one thing that the operator is perfectly equipped to provide them with and that’s - personalised customer service. Guests will generally forgive minor issues if they feel everyone went above and beyond to make their stay the best it could be. Remember, the feeling of being important through direct personal interaction is one of the biggest incentives for guests to return.

By Kelley Rigby, Managing Director, Lett s Rebuild

Building relationships

industry professionals. This industry we know, and love is a complicated one with many curve balls. Building relationships and friendships with those that can help guild you are invaluable in this industry. You can expect to know all the answers so having a database of people around you to help in those times of need is essential.

In today’s competitive market, no management rights owner can succeed without building positive relationships with their investors, owners, and everyone in between. The ability to establish and maintain strong relationships is often the key to a successful business, especially in the long term. In this article, I will discuss why building relationships is crucial in business, why it helps you maintain support, and how it can positively impact the bottom line.

First, building relationships is vital in your business because it helps create trust and loyalty. Trust is an essential element of business relationships because it shapes the way people make decisions. Investors are more likely to give their business to a property manager they trust, and owners are more likely to show support to a resident manager they trust. Trust can take time to build, and once established, it can set the stage for long-term opportunities. Likewise, employees and partners are more likely to offer their best work if they feel valued and respected through a good relationship with the business. Secondly, building professional relationships in our industry is critical to your success. Every manager needs to understand the importance of networking and collaborating with other likeminded managers and

Thirdly, building strong relationships within your community will ultimately increase your bottom line. A strong business relationship with your investors will encourage loyalty and result in them continually entrusting you with their investment, sale, renovation. These lead to a stable and predictable revenue stream, which let’s be honest we all enjoy that. If you in a position to have employee, remember, a sound relationship with them can help lower turnover rates, reduce recruitment and training expenses. By investing time in building positive relationships, you can reduce costs and increase profits while building a better business environment. Furthermore, building relationships with different business and suppliers can also assist in the business and help to ensure it is running smoothly. Building relationships is crucial in every aspect of life, and it is essential in the business world as well. Every manager needs to build good relationships with their communities, employees, and partners to build trust, expand, and increase the bottom line. These relationships don’t happen overnight, they take time, effort, and good communication skills.

Investing the time and effort into building positive, long-lasting relationships is important because these relationships will form the foundation of successful management rights operations over the long term. As a result, building relationships should be an integral part of your business plan and strategy.