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HotelOga & Schubert Hospitality Workshop. How to improve profit, revenue per guest and customer service quality.
- 1. HOTEL OWNERS / MANAGERS PRESENTATION February 2016 Brought to you by
- 2. CONTENTS 1. Best Practices to Improve Profit 2. Increasing Average Revenue per Customer 3. Employee Customer Care © 2016, Schubert Hospitality
- 4. IT IS NOT ABOUT REDUCING COSTS BUT INCREASING REVENUE © 2016, Schubert Hospitality
- 5. A SIMPLE CASE STUDY TO COMPARE A COST REDUCTION TO REVENUE INCREASE APPROACH ACTUAL -5% COST +5% REVENUE REVENUE ₦ 100,0 m ₦ 100,0 m ₦ 105,0 m COSTS ₦ 50,0 m ₦ 47,5 m ₦ 50,0 m PROFIT ₦ 50,0 m ₦ 52,5 m ₦ 55,0 m DIFFERENCE N/A +5% +10% © 2016, Schubert Hospitality
- 6. REDUCING OVERHEADS ▸ Reduces quality ▸ Damages hotel reputation ▸ Reduces asset value of hotel ▸ Is a quick fix only ▸ To reduce costs by 5% is very difficult without affecting the hotel’s operation and standards THE CONSEQUENCES OF EITHER REDUCING COST OR INCREASING REVENUE BY 5%, RESPECTIVELY INCREASING REVENUE ▸ Maintains quality ▸ Maintains hotel reputation ▸ Increases asset value of hotel ▸ Is a more complex approach ▸ To increase revenue by 5% is easy and does not affect the hotel’s operation and standards © 2016, Schubert Hospitality
- 7. Overheads are vital to business operations as they provide critical support for the business to carry out profit making activities Overheads will remain and the reduction thereof impacts quality. Increasing revenue marginally while maintaining costs is the key. © 2016, Schubert Hospitality
- 8. HOW TO MANAGE OVERHEADS: ▸Limit entertainment expenses ▸Refinance expensive debt ▸Eliminate subscriptions and memberships ▸Cut travel costs ▸Eliminate paper - do what can be done or stored via technology ▸Share marketing expenses with other companies that share your client base through partnership promotions © 2016, Schubert Hospitality
- 9. HOW TO MANAGE OVERHEADS: ▸Use barters to pay for expensive services ▸Maintain equipment in-house with competent staff ▸Monitor supplies and tools used by staff to avoid wastage ▸Have a good stock control system in place ▸Use the internet to source bookings and to shop for supplies or information © 2016, Schubert Hospitality
- 11. THE HOTEL BUSINESS IS ABOUT PEOPLE, FOR PEOPLE BY PEOPLE © 2016, Schubert Hospitality
- 12. HOW TO INCREASE REVENUES: ▸Differentiate your hotel from your competitors ▸Make your employees happy ▸Make your guest feel welcome ▸Develop incremental revenue sources ▸Sell hotel branded products ▸Interact with guests personally ▸Be creative, proactive and productive © 2016, Schubert Hospitality Guest gets what they pay for, no more, no less.
- 13. HOW TO INCREASE REVENUES: ▸Market in-house services directly to guests ▸Take advantage of point-of-sale opportunities ▸Focus on perceived value ▸Focus on customer satisfaction ▸Make sure you only use on-line agencies that help and match your type of hotel ▸Host business or private functions ▸Market to companies and regular customers © 2016, Schubert Hospitality
- 14. HOW TO INCREASE REVENUES: ▸Encourage guests to refer new customers ▸Offer discounts for extended stays ▸Network with other local businesses ▸Try to improve the public rating of your hotel ▸Encourage employees to be salespeople for you ▸Add some entertainment ▸Provide outstanding service ▸Have a smart discount policy that applies to certain conditions for all ▸Reward employees for good suggestions © 2016, Schubert Hospitality
- 16. MOTIVATE CUSTOMER CARE APPRECIATION GET YOUR HANDS DIRTY FOSTER COMPETITION © 2016, Schubert Hospitality
- 17. GOLDEN RULES OF MOTIVATING CUSTOMER CARE © 2016, Schubert Hospitality COMMUNICATION TOOLS RESPECT RECOGNITION FAIRNESS