Hospitality comes from the owner’s Heart

Hospitality felt by guests

In this world, there are so many hotels. Each hotel has its own hospitality style. Even if the general manager is replaced, the style rarely changes.

Do you know why?

Because the hotel was created from the owner’s heart. Therefore, the current level of hospitality service is totally due to the owner’s idea. Hotels, which are now receiving good reviews, are cases where the owner’s idea was well delivered to each department through GM. The more often there is clear communication between the hotel owner and GM, the more satisfied the guests are with the excellent service.

Then let’s think about the opposite.

Where can I find the reason for a hotel where guests often complain? Before discussing the level of service, confusion caused by unclear information is the biggest reason. And this causes the guest to think, “I’m not receiving service right now.” In this state, if the guest is left unattended for more than an hour, the guest finally begins to get angry.

If the owner of the hotel receives all the complaints from the guest directly, the owner will never make the guest wait for an hour. Because the hotel is already created in the owner’s mind. Therefore, the owner already has information to answer all the guests’ questions.

 

The importance of communication between owner and GM

The guest staying at your hotel now is like a child who has left home. The guest feels that everything is strange and new. If you are the owner of a hotel, you should provide a service that will make the guest feel warm and comfortable. Its starting point is the accurate information delivery.

The information delivered to GM is shared with all employees of the hotel through the director of each part. Finally this “Information” is transformed into a “Service” that guests can feel through hotel staff. That’s why communication is important.

 

Therefore, the more frequent the communication, the better the owner’s hospitality is delivered to the guest. The value of hospitality sought by the owner begins to be expressed through the general manager. In other words, the general manager has a mission to create “Value” into “Reality”.

I think the general manager is like the captain of a big ship. It is the captain’s role to make each crew member exercise their capabilities at the right time. Do you see why communication is so important?

 

There is 007 in the Executive lounge.

The five-star hotel has the Executive lounge. Regular guests like to spend time in the lounge. Owners should understand the latest trends and guests’ tastes through the lounge manager. Because the guest wants to experience everything at a five-star level. If the service does not meet the guest’s level, it can be improved quickly through the manager. The improved service has a positive effect on the hotel’s reputation. If people remember that your hotel is number one, it becomes a “Story”.

If the story is remembered by everyone, your hotel would be a “Legend”.

In other words, the lounge is the most important place to pursue a “Common Good” with hotel and customers. And the lounge manager is like a “007” who performs a secret mission. That’s why I like k. Mona at the Executive Lounge of Westin Bangkok Hotel. She has good endurance.

 

Conclusion

The pace of change in modern society is accelerating over the years. Therefore, the form of hospitality that the owner thought should be changed according to the times. Communication is the most important tool that enables positive change. Hotels should also improve their services according to the changing needs of guests. This is the direction that hotels should go after the pandemic.