Home' Hotel Management : HM APL 2016 Contents Howard's Way
I have a message to all of the General Managers
out there: 'MBWA'. There may be some of you out
there that knows what this means. Any guesses?
If not, then let me put it this way... In my role as an
asset manager for several clients across a range
of operators, hotels and brands, I hardly ever see
a General Manager appear in the lobby at peak
hours. In other words, during those times when
your guests are either arriving or leaving the hotel;
let's say around 7-9am and 5-7pm weekdays.
Weekends will vary depending on market mix.
Where are you? These guests are your bread and
butter. They're most likely corporate or at least on
business travel and in many cases are not staying
in your hotel by choice. What I'm asking is: are you
meeting and greeting during these hours to build
relationships, garner views, create loyalty?
On this last point, I think the major Operators are
relying, like you are, on 'loyalty programs', which
you might think excuses you from personal contact
with your guests.
It's not enough to ask them on arrival 'are you a
loyalty member?', you should know this anyway. If
they're not, of course the Operator is instructing
you and your sta to sign them up. Again I query if
this is enough.
We also have to ask ourselves 'why are business
travellers, let alone leisure travellers, moving to
AirBNB'? I'll tell you one reason... and it's not just
the price. It's because pre-arrival the host is in
touch with their customer o ering help whilst the
traveller is asking the host about the destination,
the accommodation, local attractions etc. And
then after the stay, they rate each other. It's Trip
Advisor in both directions. Don't you love it? It's
the same with Uber. No wonder the Taxi industry is
moaning and groaning. They're dinosaurs.
GMs, my point is, you and your colleagues cannot:
• Stay trapped behind your work stations;
• Stay trapped behind reception desks;
• Stay trapped behind headwaiter stations ("Please
wait to be seated" - no restaurant on earth
outside our industry does this); or
• Stay in meetings all day.
You need to try MBWA or Management By
One last comment... I used to work with a Swiss
guy whose family had a chalet on a Swiss alp.
Their only form of 'marketing' was to gather
around the departing guest and his/her family
and pretty much cry with sorrow at their
departure, accompanied by the words 'see you
next year'. Get it?
Do you know the most common phrase guests
hear when leaving your hotel? C'mon, guess! Well
I'll tell you.
It's 'did you use the mini bar'. That's it... 'Did you
use the mini bar' and then ask for their credit card.
Heart-warming isn't it?
Howard Kemball owns a Hotel Performance
and Asset Management company
called KCom. He can he contacted on
WYNDHAM REBRANDS REIA
TAIPA BEACH RESORT IN NZ
Wyndham Hotel Group continues to expand its
presence in the South Pacific with the rebranding
of the absolute waterfront, 32-room Reia Taipa
Beach Resort on New Zealand's North Island to
Ramada Reia Beach Resort Taipa.
The franchise agreement plays an important
role in the hotel group's plans to expand the
Ramada brand in New Zealand, which Wyndham
Hotel Group South East Asia and Pacific Rim
President and Managing Director Barry Robinson
said is a key market for the industry giant.
"We are very excited to enhance Ramada's
portfolio in New Zealand with the opening of our
sixth resort in the country," Robinson said.
"New Zealand is experiencing a development
boom at the moment and with our growing
presence in the region, we are well placed to
capitalise on this growth.
"In addition to a highly sought-after location,
the resort provides excellent services and
facilities, meeting the expectations of travellers
who associate our world-acclaimed brands with
quality accommodation options.
"It is somewhat ironic that my father, David
Robinson, originally developed the property in the
1980s and now, here we are years later franchising it
as a Ramada. How the wheels have turned," he said.
Elements of Byron o cially opens
Elements of Byron has been o cially opened by
the New South Wales Minister for Trade, Tourism
and Major Events, Stuart Ayres.
Following six years in planning, design and
development the 50-acre beachfront property
has received overwhelming acclaim since
welcoming its first guests on February 1.
"Byron Bay has cemented its reputation as a
premier regional destination for interstate and
international visitors," Ayres said.
"The NSW North Coast is the number one
regional destination in this State and Elements
of Byron is a wonderful new investment in our
"Ensuring we are in a position to continue to
grow and support the Northern NSW visitor
economy is vital and we are delighted to be
adding this fantastic tourism attraction to our
portfolio," he said.
Elements of Byron owner, Peggy Flannery,
held tight reins during the planning process
to ensure that nature, not buildings, was the
dominant experience. And with its 10% only
development footprint coupled with innovative
design and technology, the resort is already busy
hosting conferences and events.
"There are a dozen spaces for both celebration
and deliberation here, one of which caters for 450
people," Flannery said.
"To be able to employ so many locals, both in
the construction phase and now through operating
the resort, has given me tremendous joy.
"The team have really embraced my vision and
dream and are carrying it forward with big smiles,
friendly attitudes and service," she said.
Elements of Byron, a member of AccorHotels'
MGallery collection, boasts 94 villas, each
abutting ocean, rainforest, lagoon or pond,
an 850,000 litre infinity lagoon pool with
bespoke fire pit, private cabanas and day beds
overhanging the water in the adults only area, the
light filled Osprey Spa with five therapy suites
opening to private garden courtyards, Graze
restaurant, Drift Bar, Barefoot Bar and Kiosk
and, scheduled to open mid-year, Mixed Dozen
dinner only showcase restaurant.
Sta at Elements of Byron
Ramada Reia Beach Resort Taipa
22 HM The Business of Accommodation
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