The hotel business is not about people, it is about relationships with people, and good hotel managers are good at relationships. Having the ability to develop and look after relationships will make a big difference and assist in the success of the business.
I consider myself good at relationships and find that my working day is full with managing those relationships. I was taught at a very early age to be ‘ever mindful of others’ and I apply this daily whether this be on the train, to welcome a guest or speaking to a member of the team.
Relationships with those people who work for me have to be the most important. I make a point of knowing them well and keep my door wide open should they want to confide in me over any matter. I think it is very important to be absolutely transparent with one another. Our induction program includes a lunch that I attend to get to know our new employees. We also have a very good recognition programme each month and we always celebrate colleagues’ birthdays and special anniversaries.
Without our guests we would not have a business. I take time to understand why our guests are staying with us, and what made them choose our hotel over very strong local competition.
Even though so much business comes direct or through OTAs now, it is still so important to remember the agents who book the hotel on a regular basis. The relationship with the hotel’s key bookers cannot be taken lightly, and hotel managers (along with Sales Managers and Directors of Sales) need to make a point of engaging with them, building strong trustworthy relationships.
One must never underestimate the importance of the relationship with the owner of the business. At the end of the day this is their business and they can do what they like with it, and so it is very important that the relationship with have with them is strong, open and honest.
The last relationship to mention is the relationship we have with suppliers. Throughout one’s career there will be many suppliers in many different trades with whom you will have to do business. Stronger ties means you will find it much easier to negotiate, and believe that you are getting the best for your business at all time with regards to quality and price.
Building relationships on honesty and genuineness makes for a stronger base from where to proceed. As we come out of the recession and businesses look for ways to gain competitive advantage, it is the people who understand the value of relationships that will succeed. Never underestimate the value of the personal touch.
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