Bringing the Hotel to Life
What is the difference between renovation and a new build?
renovation- restoring something from a previous state or improving upon an existing building vs. new build- when you build something from scratch
What is the difference between an owner and an operator?
Hotel Owner- legal owner of the hotel.
Hotel Operator- responsible for managing the day-to-day issues/operations of a hotel.
Hotel Owners can also responsible for managing the property
What is a VIP?
very important person
What is branding?
Branding is a marketing practice in which a company creates a name, symbol or design that is easily identifiable as belonging to the company.
What is a punchlist?
a spreadsheet of all tasks, if they have been completed and who's responsibility it is
What is the difference between a soft opening and a grand opening?
- soft opening- is an unofficial opening, usually held with little publicity, weeks or months before the official grand opening- official opening
What is a benefit that operators have by not being owners?
They aren't financially responsible for the operation
What is TripAdvisor and why is it so important?
TripAdvisor- number 1 travel review site. it's so important because guests are searching online when deciding where to stay and being within the top 3 pages of TA is imperative
Name a well-known brand we have gone over that is an operator.
Habitas
Name three positions a hotel will be hiring for when opening (not included F&B)
housekeeper, houseman, front desk agent, concierge, general manager, engineer
Name three departments that would be discussed in the preopening call
Operations, Sales and Marketing, Construction, F&B, Branding Website & PR, Revenue Management, HR and Accounting are all possible answers
What is the difference between a full service/ premium hotel and a select service hotel?
Full Service/ Premium- have higher pricing and amenities, concierge, meeting spaces vs. select service- select amenities, lower price point, usually near airports, rooms only no F&B, usually for business travelers
Name three types of people/ professions that would qualify as a VIP?
press, friends and family, investors, celebrities, bloggers
What is collateral?
What is the purpose of a pre-shift meeting?
to get all team members on the same page everyday in terms of rectifying guest complaints, getting ready for VIPs/ events, etc.
What factors do you look for when choose a comp set?
the competitive hotels should be in the same area, around the same size (similar number of rooms), be around the same price point
What are three types of hotels that will most likely not have amenities?
economy, select service and boutique
Show genuine interest in the guests.
What are three components that a hotel can do to strengthen their brand?
logo, color scheme, uniforms, collateral, branded materials in room
What is turnover and why is it so detrimental to businesses?
turnover- the rate at which people leave the company over time- can seriously hurt a company because it takes time and money to retrain employees and they leave with irreplaceable knowledge
Why would some staff members be onboarded before others?
depends on the position. some staff members ie) sales team, need to get going before other teams to try to get revenue on the books
Why are boutique hotels increasing in popularity?
Name three components to the "adopt a guest" strategy
- get to know the guest, record notes in the POS, get the gift some sort of gift to remember their stay and personalize their service
Why is branding so important?
Branding is important because not only is it what makes a memorable impression on consumers but it allows your customers and clients to know what to expect from your company. It is a way of distinguishing yourself from the competitors and clarifying what it is you offer that makes you the better choice. Your brand is built to be a true representation of who you are as a business, and how you wish to be perceived.”
What percentage of communication is nonverbal?
55%