From Training to Tech: How to Improve Hotel Operations

Running a hotel is literally a 24/7 role. With so many round-the-clock factors to consider when looking at improving both staff efficiency and guest experience, it can be difficult to know what should be prioritised when considering how to improve hotel operations. In this blog we delve into some of the primary changes to consider when seeking operational optimisation, from tweaks in your training to taking on new technology.

Create a Meaningful Hiring Process

With the hospitality industry cited as one of the biggest drivers of job growth in the UK during 2023, it’s true that demand for roles in the sector is high. However, so too is the number of jobs available on the market. Due to this, applying a post and hope approach to hiring will likely lead to disappointment in the form of either inappropriate hires or a lack of applications altogether.

One easy-to-apply solution comes in the form of specifically seeking those with a passion for hospitality and, therefore, a greater likelihood of developing and contributing to your hotel. The first step in applying this process is by creating honest job descriptions detailing not only what the role entails but also the character and culture of your establishment.

Including clear wage expectations and a transparent summary of what is to be expected from shifts will whittle off a significant percentage of potential less suitable hires. With this comes a workforce that is willing to put the work in and looking to develop, thus reducing the need to restart the hiring process anytime in the near future (upscaling aside).

Putting a clear strategy in place will prevent further stress but also cost. And the first step to doing this well is to reflect the cost of a proper recruitment process in your budget. This could even begin with the likes of a skills audit. Not just blindly replacing one for another but using it as an opportunity to refresh your organisational structure in line with current business needs or hindsight. Initially, a bigger commitment but one that will save money in the long term by increasing not only job retention through an effective process but efficiency through managing skills against needs rather than individuals. 

Implement Effective Staff Training and Development

It’s true that a hotel is only as good as its staff. Keeping your team not only motivated but also thoughtfully trained will help them better understand, and therefore embody, the hotel’s overall ethos.

Through meaningful training and development, you will not only be creating a more effective and attentive workforce, but also giving that workforce added career aspirations. In turn, this leads to higher job satisfaction and reduced turnover. Plus, promoting internally is a more affordable and reliable way of capturing the higher level staff that you are seeking.

Seeing the benefit of the investment and budgeting for it feeds longevity and is pivotal to stand out from your competitors as your committed workforce become natural advocates of the business, providing an exemplary experience for your customers and ensuring growth.

Prioritise Effective Revenue Management

The success of a hotel ultimately boils down to the establishment’s financial health. It’s all well and good providing a five-star service, but if your finances aren’t in order you’ll have trouble progressing. This is where well thought out revenue management, in the form of booking optimisation, maximising profitability and setting the right prices, can help you keep your hotel comfortably in the black.

How can you decipher how to apply these considerations? It comes down to in-depth understanding of the market, assessing guest behaviours and trends, and forecasting the effects of changes in the economy.

At The Engine Room we specialise in providing hotel consultancy services with a commercial focus. Get in touch with our team if you would like to better understand exactly what excellent revenue management looks like.

Embrace Digital Hotel Tools and Modern Technology

Gone are the days where embracing the latest technology was an option to consider for hotel managers. A 2022 report noted that 80% of hoteliers believed that technology had helped them reach their professional goals. These days, digital tools are a must for those looking to stay competitive. Why? Because it simultaneously streamlines both internal processes and guest experience.

In utilising tech efficiently, you will save copious amounts of time on the likes of reservation management, check-ins and waiting times. Plus, by placing the onus on the guests’ usage of this tech, you are reducing the likelihood of complaints and complications, freeing up extra time for your staff.

But the benefits don’t stop there. When it comes to the application of tech on your hotel business, the opportunities are almost literally endless. Everything from in-room entertainment to smart room controls to efficient staff scheduling both improve guest experiences and streamline hotel operations.

At The Engine Room, we excel in streamlining the multitude of data your business generates, integrating your software platforms into one tailored report – The Dashboard. This shortcuts a lot of work for you and makes the data useful. Conversations and expert advise from our team push the value of this data further, offering effective solutions, that empower business owners and allow them to avoid blind, short term decisions in replace of long term strategic conclusions that protect your business and support ambitious growth.

Reduce Refunds, Cancellations and No-shows

Refunds, cancellations and no-shows cost hotels across the country millions of pounds as well as hundreds of extra work hours every year. When considering how to improve hotel operations, planning ahead for such disputes and preventing them before they occur is an absolute must.

These risks can be reduced by applying a number of changes to your hospitality business:

• Train your employees in how to deal with such issues through service-focused sessions.
• Check guests for indicators of fraud throughout the booking process.
• Set up multiple rate plans to encourage non-refundable bookings by offering a slightly discounted rate.
• Very clearly define your policies on refunds and no-shows both throughout the booking process and when your guests arrive (without being forceful or aggressive).
• Ensure that your card readers are both reliable and backed up by a secondary device.

Improving the operations side of your hotel business shouldn’t be difficult. However, with a chaotic schedule that comes with managing such establishments it often can be. At The Engine Room we specialise in hotel consultancy with a focus on both the financial and operational side of your business. Working as an extension of your team, we bridge the often seismic gap between operational and financial needs, reducing unnecessary stress and increasing resilience,  enabling you to concentrate on the real reason you started this business in the first place.

If you would like our advice on how your hotel’s operations could be optimised, get in touch with our team.