Competition in the leisure industry is everywhere, and if ‘The Hotel Inspector’ is to be believed, if we don’t pull our socks up and raise our game, future customers will simply go elsewhere.
Visitor numbers are down this year, it's official. Whilst that won't come as any surprise to hotel owners and managers across the country, currently braving the worst this recession can throw at them, what might is that things are set to improve in 2010 for those hotels and guesthouses who raise their game (but worsen for those that don't).
The state of bedrooms, bathrooms, public areas and the quality of service and catering will all help determine who recovers quickest when the guests return, for make no mistake they will return. When they do though, the tourists clutching their Euros, Yen, Pounds and Dollars will be spending their cash more wisely than ever before.
Allocating a large percentage of a businesses turnover to improvements in the current climate isn't something anyone would advise without good cause, but spending an affordable amount on improving the fabric of a hotel or guesthouse could make all the difference when it comes to satisfying customers.
For make no mistake, satisfying customers is what successful business is founded on. The Internet ensures that in today's world, reviews are written, found, digested and acted upon within hours of a good or bad experience. An establishment that treats TripAdvisor (http://www.tripadvisor.com) as meaningless does so at its peril - accepting and acting on customer criticism is vital if a business is to survive let alone flourish.
Refurbishing all or part of the fabric of a hotel's public and especially its guest areas costs real money - an inescapable reality. However there are a number of companies who are now turning their creativity to providing high quality, low cost solutions, and so long as you’re prepared to compromise your desire for design exclusivity, the options available are very attractive and make excellent sense.
Whilst the overall cost of renovating a space is driven down through speedy installation and affordability of materials, the fact remains that guests sleep in bedrooms, and it's the bedroom where the lasting impression of an establishment's pedigree is formed. Pre-configured or 'Pod' bathrooms from Kondor (http://www.kondor-
Whether the area that needs addressing is a bathroom, bedroom or public area, there are many companies re-focussing on providing lower cost solutions (They need to satisfy the customer too). Necessity being the mother of invention, we all find ourselves having to cut our coats to suit the cloth and this recession has meant we're cutting more. The direction taken by the more inventive companies however, mean we shouldn't have to use nylon and polyester.
Whilst refurbishing any space costs money, it also takes time, and choosing a quiet period in which to update is vital. With the second half of the year now upon us, making plans now to use the quieter September, October and November months in which to make changes makes sense, but if you miss that window of opportunity, the first quarter of 2010 in the run up to the Easter break isn't too late.
Showcasing your updated look and facilities, and providing savvy online users with a simple and consistent means of booking accommodation is the last piece of the jigsaw and shouldn't be neglected. Real-time room booking and a realistic impression of what awaits a guest is not a nice to have, it’s expected, and if you don’t provide it then your potential customers will go elsewhere. In today's market, the buyer is both king and queen in a way we’ve not seen before, and we all need to pull our socks up if we’re to win back our customers.
