How many hoteliers realise that high quality, up to date, professionally taken photography gives their hotel an advantage which will result in it being selected over a competitor hotel? Just have a casual browse on the web and view some hotel websites and you’ll see that it is probably less than you would think. More than ever, it is vital for a hotel to have the very best imagery it can afford.
How many times have you been tempted to order room service when staying in an hotel and then waited and waited and waited for the phone to be answered and then waited patiently for your order to be delivered and are still waiting after an hour. It’s hardly an incentive for growing room service revenue and for customer satisfaction. Our two hotels have, in conjunction with food & beverage technology company QikServe, developed an innovative solution to both improve ease of ordering and to maximise revenue with a guarantee of service quality.
It’s a cliché and obvious that over time things change. In the hotel business, customer change happens slowly but over time this change can have a dramatic impact on a hotel’s perception to potential customers and its successful trading. One of the most important changes affecting a hotel is the changing demographics of a hotel’s customers. Today, it’s a change that is happening very quickly.
As I read the newspaper today and see 5th April I cannot forget two significant events which are branded in my memory from 5th April 1982. First, the British military Task Force sailed from south of England to the south Atlantic with the aim of re-taking the Falkland Islands which had been invaded by Argentina and secondly, I walked through the doors of the privately owned Bruntsfield Hotel in Edinburgh as a fresh assistant manager to start my first real job after a few false starts
Not so many years ago it was expected that every hotel of a certain standard offered not only accommodation & breakfast but also lunch and dinner. Certainly even a mid-market hotel was expected to have a “dining room”; no doubt with starched white linen, formal menu structures, a service staff hierarchy and cuisine which had its heritage in classical cooking. The experience in restaurants on overseas holidays and in the many new restaurants opening in cities and towns resulted in customers becoming very knowledgeable of the high standard and experience that restaurants could offer and they were not finding it in many mid-market hotels. Traditional dining rooms in hotels declined in popularity which resulted in hotels meeting the change by reinventing their dining room as a hotel restaurant. Now even well run restaurants in many city hotels struggle to be profitable. Such restaurant’s days are numbered with the result that restaurant service in mid-market city hotels will decline.