‘Real’ hoteliers needed as ‘big hit’ begins in 2009: says Supranational Hotels

Jan 02, 09 | 1:56 am

Facing the ‘big hit' early in 2009 as the downturn deepens, the hospitality sector is being urged to re-introduce the art of ‘real hotel-keeping' as the basis of survival.

According to Supranational Hotels managing director, Niels Pedersen, this means ‘a 100% focus on guests, with general managers being highly visible, attentive, and re-training staff to think only about customers, not themselves'.

‘The right approach from gms could make or break the business, limit the recessionary damage, and protect as much as 25% of the occupancy of the hotel', argues Pedersen.

Six likely characteristics of the successful hotel in the coming year are:

• providing a mood-lifting atmosphere in the lobby as an antidote to the gloom elsewhere. Suggestions include live music, tastings, a positive and friendly welcome, and prizes to be won

• the general manager to be out front  each morning as guests depart, and ‘mind-reading' to make sure that each person has enjoyed his or her stay

• change the emphasis of training to giving more service to customers, not just persuading them to buy more, and being genuine, not just memorising slogans

• ridding the hotel of ‘rotten apple' staff who display poor grooming, defensive attitudes, a negative demeanour, and resentful working behaviour

• eliminating the flash menus and wine lists and opportunities for flaunting money, and replacing them with ways of being frugal and financially cautious.   Superiority in hotels is out.

• constantly checking that the hotel offers and communicates its good value because the volume of cancellations is increasing as clients compare offers in advance with greater scrutiny, before switching their booking

However, Pedersen is not convinced that the entire hospitality sector will listen, and predicts that there will be little or no response in as many as 1 in 6 hotels. ‘These properties will suffer because they will continue to make excuses, be resistant to new ideas, lack the necessary discipline to change, and too many staff will stick with an ‘it's just a job' approach, and not deliver real commitment to customers'.

‘In contrast, the ‘good news general manager' will ensure that his or her slump-surviving spirit will pervade the property, 24/7', concludes Pedersen.


About Supranational Hotels consortium

The London-based Supranational Hotels consortium was launched in the mid-1970s and represents around 1250 hotels in 70 countries. Annually the brand generates over 1m room nights for members through GDS and other electronic reservations services.