Customer service is an essential part of the hotel experience. Clayton Barrows, author of “Introduction to Management in the Hospitality Industry,” explains how the front-desk worker serves as the gatekeeper of the hotel. This employee provides the customer’s first and last impression. Thus, hotels attain a vital success factor by making sure that the staff is well-informed, polite and competent of resolving any conflicts that crop up. Providing value service also involves remembering the names and preferences of repeat visitors.
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Managing costs is a significant factor in a hotel’s success. Most hotels vary their prices according to high and low seasons. In addition, the establishment of a loyalty program facilitates hotels to lower rates for repeat guests whilst charging different rates for others. One of the ways hotels plan is through reservations programs that anticipate demand beyond 90 days.
Booming hotels target explicit consumers and will cater their prices, facilities and advertising approach to this group. For instance, various hotels promote as a perfect site for business travelers by offering corporate discounts. This kind of hotel also endorses itself as a place for business meetings, displaying its on-site conference rooms in magazines aimed at executives. Robert D. Reid, author of “Hospitality and Marketing Management,” advises hotels to veer away from common descriptions such as “luxurious rooms” and “bargain price.”
Hotels flourish by offering guests a unique experience. This distinctiveness may stem from the place: A rural hotel in the heart of the Tuscan countryside could offer Italian cooking classes, while a boutique hotel in Morocco might offer a hookah lounge. Other times, the differentiation is within the hotel itself. Hotels in Las Vegas, for example, prosper by offering explicit services that cater to the theme of the hotel, such as a Camelot theme or a Grecian decor.