When it comes to luxury brand management in the Caribbean, guest loyalty and guest satisfaction is important. Loyal customers always come back, spend more money, and spread good word of mouth. There’s an oft quoted rule in the luxury hotel segment and it’s the 20/80 rule, meaning that 80% of a resort’s business will come […]
Top Tip for Hotel Owners and General Managers
One of the biggest mistakes, time and time again that we see hotels, resorts, villas, and other Caribbean businesses making is that they get comfortable. What do I mean by that? During the ‘good years’ when revenues, NOI, and ROI are up they stagnate and don’t make the changes that they need to stay on […]
The 6 Step Off-Season Post Mortem
The off-season post mortem audit is not just a list to be created, it is an opportunity to bring the staff closer together, to include their input, encourage their participation, and to ultimately build a stronger team. Implement a weekly property walkthrough with key department heads to check on the resort’s physical assets with a […]
LEAP into Guest Complaints
Whether it’s online via a tweet or TripAdvisor or in person in the lobby of your resort, when dealing with a guest complaint there are ways to turn that complaint into an opportunity for your property to shine. Not only is it the right thing to do but bear in mind that it has been […]
12 Hospitality Quotes by Business Icons
How to Manage Guest Expectations
With regards to managing hotel guest expectations, a good rule to follow to make it easier to do just that is to under promise and over deliver. This by no means means that you shouldn’t effectively promote and advertise your property but it means that you shouldn’t over promise anything because that will create an expectation. […]