The hotel business rebuilds servuction
By Georges Panayotis, President & CEO - MKG Group
The key to good performance now lies in the success of the customer experience through services, staff, attitude, posture, practical and comprehensive socialization tools that become a genuine sindrofos or travel companion - like Sancho Panza was for Don Quixote- for the guest. A faithful servant available via his or her smartphone that is ever present, from morning to night and even at night. The host must be reachable at all times and able to meet immediate needs or even anticipate them in the same way that a butler would have done more than a century ago; the host must also be able to provide guests with suggestions that can meet their needs.
After all, how can you judge a successful design? How can we hope to build spaces that enchant both Middle Eastern and Asian clientele at once? How can we cope with the overbidding of products and services? Rather than focusing on a battle lost in advance for most institutions, it is better to invest resources in digital tools that are adapted, efficient and readily available. Book a meeting space, find a restaurant selected and certified by the hotelier, plan an out of the ordinary excursion, live like a native thanks to advice on the best bar in the area, know the weather; meet other customers at the property and why not do business with them: this is what makes the difference. It is by putting everything at the client's fingertips that we will build a lasting relationship with them, and it is through this lasting relationship that profits will be maximized.
We must not forget the central role of staff, whether or not they are in direct contact with the client, because accommodations are like beehives where each person has a crucial role to play. Employee training is decisive for the success of the stay. Everyone must have a strong service culture but also carry within them the values of the property in order to be able to translate them into their actions, decisions and attitude. To succeed, therefore, the hotelier must be dedicated to his customers and also take a staff-centered approach to retain and push staff towards excellence.
Current and future technologies offer us boundless possibilities, the only barriers between a hotel owner and his customer are those of our own creativity. In an environment that is constantly changing and undergoing profound transformations, it would be delusional to want to do without soft skills and invest only in hard because it would mean completely missing the foundations of customer relations. The business of hotel establishments will undergo its own mutation as well, since a good part of the service will be provided by applications whose ownership will not be associated with the business. The battle is just beginning, some operators are investing heavily to create these ecosystems at the level of their own brands. After the mutation that has taken place in digital distribution, the next stage will occur within staff and ecosystems created by applications. The revolution of hospitality is still in its infancy.
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