Accommodation facilities are rarely the main reason for guest arrival at the destination, but often the main reason for leaving if that same accommodation does not meet the expectations of guests and the market price. In this blog, we will point out the factors that determine the quality of accommodation or its non-competitiveness, precisely, present examples from practice that are preventable. Although this topic is extensive, we will recognize in just a few points the main mistakes that, if we do not define and avoid them at the beginning, can cost the owners of tourist facilities not only investments but the profitability of the whole project.
FIRST ERROR: “DIY” or “DO IT YOURSELF”
The frequency of promoting the “DIY” or “do it yourself” format, which is ideal for some personal projects, is not necessarily the best solution in planning, building, equipping, and finally categorizing the tourist accommodation facility. This is certainly a big mistake, which mostly starts as a good intention, but ends up as a tourist product (accommodation facility) that potentially has no place in the market and is not competitive enough to survive. To build a quality product, it is necessary to invite experts who will perform all the necessary analysis and research and even see if the product, which you want to market, is competitive enough and realistic, e.g., if you want to invest in a hotel or build a new one. The Aego team of experts offers consulting at all stages of the project. If you have already completed the project and think that it is already over, we assure you, the real work has just begun.
Case study: After the construction of a tourist facility, the client approached the categorization, although, due to ignorance of regulations and set standards, the categorization was not successfully implemented. Finally, the object had to be categorized differently and thus lost a key role, both in return on investment, also, the role in the micro destination in which it is located.
Aego provides advice at the very beginning of the project; how to choose the right category, which business decisions must accompany the standardization of business according to the desired category. Accommodation facility adapts to categorization; in rare cases, it is the other way around.
SECOND ERROR: FLEXIBLE BUSINESS, NOT STANDARDIZED
Nowadays, everything that is “secular” is standardized: health standards, educational standards, standards of communication and behavior, and many others. Why would the hotel industry be otherwise?
It is very important to emphasize that, when starting a tourism business, it is necessary to set standards and business frameworks, so that a hotel could operate successfully. If you opt for a flexible organization, be prepared for risks: frequent employee turnover, poor workforce engagement, reduced guest loyalty, and ultimately poor business. Standardization is the key to quality management and the result. To set optimal standards, Aego can offer you the development of standard operating procedures (SOPs) that we will tailor to your needs, facility category, number of employees, and the goals you want to achieve. Our team of experts, with many years of experience working in corporate and private family hotels, will make your business profitable and top-notch.
Case study: The client did not have standardized communication in his tourist facility employees with guests; the guest could hear a different greeting from each worker; ˝Goodbye˝ ˝Bye bye˝ and the most informal “See ya”. The guest had the impression of frivolity, considering that it is a high-category property in which he is otherwise accustomed to a more professional level of communication.
THIRD ERROR: STAFF IS JUST A NUMBER!
Unfortunately, this is a mistake we can experience on our own, even though we are not employees in that tourist facility, it is through the poor quality of the service that we receive. If we build an ideal accommodation facility, we standardize the business, and do not invest in human capital, we are not at the beginning, but in the end.
One way to motivate employees is to invest in them and take their needs seriously. If you invest in their development and let them know that they are valued, employees will be satisfied, and the level of service will be high. Aego can educate your employees with an emphasis on professionalism, business ethics, communication with guests, and productivity. In addition to employees, Aego can educate you, how to treat your employees, learn to lead the team and your hotel, so you would meet the 2 highest goals in the hospitality industry: profitability and guest satisfaction.
Case study: Workers in a private family hotel were invited to catering training, a barista workshop. The hotel owner refused to let the workers go for training, in fear that the same workers would leave him because they would gain new knowledge and look for a new job. The workers eventually left the job anyway, as they got the impression that the owner would prevent them from further business and personal development. Satisfied staff provides top-quality accommodation, but dissatisfaction sets a reputation that once acquired is difficult to change. Labour savings are not a characteristic of a top employer, but a motivated worker certainly is.
If you suspect that one of these situations could apply to you and your facility or you have identified yourself in all of them, react promptly. Schedule a free consultation and see how together we can make your accommodation – top-notch. We are here for you!
