7 Quotes for Hoteliers

These quotes will get you in the right mindset to ensure that your hotel’s performance exceeds expectations. Have a favorite quote you’d like to share with us? Feel free to reach out on social media or send us a message here.

“Train people well enough so they can leave. Treat them well enough so they don’t want to.”

Staff are the most powerful weapon in a hotelier’s arsenal. It is staff members, not management, who play the greatest role in determining the quality of a guest’s experience. From concierge to guest services to housekeeping, each team member needs to be well trained in their area of service- so well trained that they could probably get hired somewhere else if they wanted to. Taking care of your staff is equally important. Prioritizing employee happiness ensures that you will not only produce the best talent, but retain it as well.

“Your most unhappy customers are your greatest source of learning.”

You’ll never improve your hotel by listening only to positive feedback. In fact, you should be thanking those guests who complain or leave negative online reviews. Let down your defenses, and truly listen to guests who have less than stellar experiences. Go out of your way to collect feedback, whether through post-stay surveys or questions from staff. Your future guests (and your bottom line) will thank you.

“The secret of success is to do the common thing uncommonly well.”

A hotel is defined as an establishment providing accommodation, meals, and other services for travelers and tourists. On the surface, all hotels have the same basic purpose. To set your property apart from all the rest, you must go above and beyond. Success is inevitable when every aspect of your hotel is the best that it can be, from F&B to Housekeeping to Front Office. Focus on cultivating quality, and your hotel will reap the benefits.

“Be willing to change your mind… As the facts change, change your thesis.”

Remaining stuck in the past is bad news for your hotel. The hospitality industry is changing rapidly, and so is customer behavior. Guests are increasingly on the go. They have come to expect personalization and the ability to access services in real time. Luckily, technology can help give your guests what they need. Embrace the new tools at your disposal. Furthermore, don’t be afraid to try new initiatives at your hotel. An unexpected package, event, or social media campaign can work wonders in helping your hotel stay current.

“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”

Holding onto existing customers is even more valuable than acquiring new ones. In addition to frequenting your hotel, loyal guests serve as brand advocates. Loyalty programs are a good start, but guests won’t return to your hotel–let alone recommend it to others–if they’ve had a negative experience. Make sure that you’re creating the best experience out there for your guests. You can get more tips about how to cultivate loyalty here.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”

Crafting a reputation for your hotel has likely taken years of hard work. In order to maintain it, you need to put in the effort every single day and with every single guest. Each one has the power to tell the world whether or not you exceeded her expectations. This is important when it comes to staff, the ambassadors of your hotel and your brand. Educate them on the importance of leaving a positive impression on each customer. It is also essential to manage your reputation online given the power of TripAdvisor reviews and social media.

“Unless you have 100% customer satisfaction, you must improve.”

“Good enough” shouldn’t be in your vocabulary as a hotelier. This quote applies not only to customer satisfaction but to every aspect of your hotel. To be successful you must identify areas in which you could do better and then work to improve them. You should constantly be assessing your hotel’s performance, both quantitatively (RevPAR, occupancy rate) and qualitatively (smiles, lines at the front desk). Never settle, and keep setting measurable goals for yourself and your staff.