What are the golden accomplishments hoteliers are most proud of? What are special recognitions hoteliers get to hear only once or twice in their lives? Most importantly, what are the words hotel managers and owners should work hard to achieve?
Adam Zembruski, columnist of HotelNewsNow.com asked the top hotels around the world about what they thought were their best accomplishments and contributions in the industry.
And no, having the biggest brands and the most elegant hotels don’t count among the key accomplishments of hotel leaders. Gone are the days when having 5,000 hotels and multi-billion dollar transactions gave hoteliers bragging rights. Today, what matters to hoteliers is neither the size, nor the profits, but the quality of the hotel experience their customers walk away with.
Here is what the hoteliers themselves considered their proudest achievements:
- The top accomplishment was to win the award for the highest overall guest satisfaction score, despite being in the hotel industry for a little over four years.
- To have 100% employee satisfaction, belong in the top 5% in brand guest satisfaction, 10% over budgeted house profit, 10% over budgeted revenue, and 100% quality assurance, made for a truly impressive year.
- A dramatic improvement of guest satisfaction from “default” status to 10% in just a year proved that the hotel management was on the right track.
- Despite full renovation of the hotel, having overall guest satisfaction levels of at least 90% was a benchmark to be proud of.
- In this age of instant information, and instant complaint, having just a little below 3% in the “Terrible” or “Poor” category of hotel review sites, like TripAdvisor.com has a lot of long-term value.
- Aside from excellent customer reviews, employee satisfaction is also considered one of the greatest achievements of hoteliers. One in particular received a letter from an employee who worked for more than 20 years. The letter stated: “Thank You. My life is better for having known you.”
What among these recognitions and accomplishments has your hotel received? What would you consider your best accomplishment as a hotelier?