The General Manager Makes the Hotel Stay Unforgettable

Expectations: Guests typically expect mid-range hotels to provide comfortable amenities such as well-maintained rooms, reliable Wi-Fi, and a good selection of breakfast options. Functional services, like a seamless check-in process and responsive customer service, are also critical. Above all, these hotels must deliver value for money by meeting these expectations without over-promising. Guests expect to pay 200+ USD per night.

 

Challenges: Mid-range hotels often have tight budgets, making investing in upgrades or better services hard. Balancing cost efficiency with guest satisfaction is a constant struggle. Also, competition in this category is fierce, so hotels must stand out while keeping prices competitive.

 

Insights: I've experienced mid-range hotels that exceeded expectations by focusing on small but impactful details. A great example is CitizenM, which has focused on essential things for hotel guests. CitizenM has set the standard for guest expectations. Could a boutique hotel or a luxury hotel present anything less than what CitizenM provides? The bed is enormous, comfortable, and has two large pillows, perfect for two guests. The shower features a rain shower and a hand shower with good water flow and temperature. The towels are large and fluffy. The Wi-Fi is fast and easy to connect to. An iPad lets guests control the lighting, curtains, temperature, and TV. While the rooms are small, the lobby/living room/bar/restaurant is designed for work, socializing, and relaxing. It's also good value for money. These moments demonstrate that thoughtful design and attention to detail can elevate a guest's overall experience.

Expectations: Guests expect boutique hotels to offer something unique in design, amenities, and ambiance. A stay at a boutique hotel is more than just a place to sleep; it's an experience that should feel personal and distinct. Guests expect to pay 350+ US dollars per night.

 

Challenges: The main challenge for boutique hotels is being unique and staying unique over time. Trends in design and guest preferences evolve quickly, making it challenging to maintain relevance while preserving their unique charm.

 

Insights: Boutique hotels focus on essentials—comfortable beds, clean rooms, and excellent service. They layer uniqueness on top. Thoughtful touches like locally sourced decor, curated amenities, or bespoke experiences leave a lasting impression. However, the experience can quickly fall apart when the basics are lacking. For instance, stepping into an old bathtub to shower under a dated, standardized showerhead reminiscent of an old American motel is unacceptable. Such shortcomings undermine the boutique hotel's goal of offering a distinctive and memorable experience, making even the most unique elements feel insufficient. For example, a boutique hotel with themed rooms or one that collaborates with local artists to enhance the ambiance stands out. It resonates with guests looking for a memorable experience as long as the basics have an expected high standard. Even if the experience was not perfect, I am still reasonably happy with the 3-night stay. However, I will not write a review or stay there again.

Expectations: Guests expect luxury hotels to provide high-quality service, careful attention to detail, and unique, personalized experiences. From seamless check-ins to impeccable room service and luxurious amenities, every aspect should convey refinement and exclusivity. Guests anticipate paying over $500 per night.

 

Challenges: The biggest challenge is to build a culture of empowerment of the front-line people meeting and servicing the guests. Maintaining consistent excellence while continuously innovating is a significant challenge. Luxury hotels must adapt to evolving guest expectations while preserving the high standards that define their brand. Furthermore, managing the costs associated with premium services and features without compromising quality is a constant balancing act.

 

Insights: Memorable moments often come from small details, but these can't compensate for missing essential functions. Over the past month, I stayed at two luxury hotels in different parts of the world. I waited 25 minutes in line at one hotel before checking in, and the check-in process took over 10 minutes. At the other hotel, technology issues led to a reservation mix-up, and my room wasn't ready until 5:15 PM. Both hotels recently underwent renovations, but the owner didn't invest in essential features like a rain shower and proper bathroom lighting. Despite having a loyalty card for one hotel and having stayed at the other before, there were no personalized touches.

 

Even though the first hotel wasn't perfect, I'm reasonably satisfied with my stay. However, I won't write a review or return. The second hotel offered an excellent overall experience, so I can overlook some imperfections. I will likely return, even though it was the most expensive hotel I stayed at last month.

Expectations: Guests expect nothing short of perfection and a consistent "wow" factor. These hotels must deliver unparalleled service, innovative features, and unique, unforgettable experiences that justify their status among the world's best. Guests typically pay $1,000 per night, so their expectations for flawless execution are understandably high.

 

Challenges: Staying ahead in an elite and highly competitive market requires constant innovation and reinvention. These hotels must anticipate trends and guest desires while maintaining their iconic status. The challenge also includes attracting and retaining top-tier talent capable of delivering world-class service.

 

Insights: What sets these properties apart is their ability to go above and beyond at every touchpoint. These hotels differentiate themselves by creating memorable and meaningful experiences, with even minor details perfectly executed. Such an approach ensures that guests leave with lasting impressions and often a desire to return. I have stayed in several hotels on The 50 Top Hotels in the World. The experience is above luxury, and these hotels delivered way above my expectations for each stay, even though they were high before the stay.

Investments in services and facilities are critical in shaping guest satisfaction. The crucial question is who the guest is because different guests have different needs and requirements. Hotels with a clear understanding of their primary target group will invest in facilities and services that will enhance the experience for these guests.

 

The quality of hotel features has improved over the years, and failing to meet guest expectations is no longer acceptable for any hotel. Boutique and luxury hotels should offer separate rain and hand showers rather than outdated bathtubs with old shower heads and taps that are hard to adjust. Owners of these hotels need to upgrade to higher standards than those found in mid-scale hotels. The hotel general manager must persuade the owner that this is the way forward. A luxury hotel with subpar room interiors can also impact staff morale, as they may not feel proud of the product they represent.

 

Hotels must keep up with the technology their guests use. Invest in new technology with the guest in mind, not just to simplify hotel operations. Guests expect to check in, make reservations during their stay, check out, and write reviews on their smartphones. They see these features in airlines, ride-sharing apps like Uber and Lyft, and public transportation, which makes travel easier. Even hotel-specific technology, like distribution channels and upsell tools, needs careful management to avoid issues. I won't go into more detail about technology here, as I've already covered it in many blog posts.

 

The facility, technology, and processes are the backbone of hotel operations. They can become obstacles for any hotel if they aren't at the right level. However, they are only part of the key to success. The most critical factor in hotel success is attracting and retaining the right people. Without a human touch, there is no feeling of hospitality. The general manager must build a genuine hospitality culture and empower all staff members to go the extra mile to make guests happy.

It's easy to hide behind budget constraints, but great ideas with high returns on investment will always find funding. The formula is simple:

 

The general manager must prepare the case and sell it to the owner, investor, or decision-maker. A successful general manager can prioritize facility investments based on guest needs, leading to quick payoffs. They also need to follow up and present the return on investment for each project. A successful investment will enhance the general manager's reputation as a savvy business person.

 

It might be unfair, but I always hold the general manager responsible when I am unhappy with a hotel stay. They can influence the owner to make the right investment decisions to improve the facilities and services, and the general manager has complete control over who is part of the team managing the hotel and making guests happy.

Reflecting on my diverse hotel experiences, guests expect the basics to be top-notch: a comfortable bed, a good shower/bathroom, reliable Wi-Fi, a quick and friendly check-in, excellent service throughout the stay, and a smooth check-out.

There should be a clear and noticeable difference in the quality of these basics. For example, when it comes to beds, those found in luxury hotels are generally more comfortable and plush than those you would typically find in mid-scale hotels. The same principle applies to the facilities offered. Luxury hotel check-in is usually faster, smoother, and more friendly than mid-scale hotels' check-in processes.

 

However, when older boutique and luxury hotels fail to keep up with mid-scale hotels, there's a problem. These hotels need to raise their quality to surpass mid-scale properties. Guests have driven hotels to improve, and their expectations have risen as more people experience hotels worldwide.

 

The hotel team is truly what makes a stay extraordinary and memorable. Their exceptional service and genuine friendliness can often make up for a dated property, at least in the short term. However, with all their efforts and dedication, even the best team can't hide facility flaws for long.