Darrel Cartwright's Hospitality Management

Beyond simply achieving their budget targets, General Managers need to help develop a clearly defined strategy for their hotel and stick to it. COOs want them to maintain discipline and not divert off course in the business model, which will ultimately amplify the values of their brand. This sentiment was highlighted from a panel of COOs representing Accor, Hilton, Hyatt, Marriott and ITC at the Hotel Operations Summit India – General Managers in Focus. Dealing With Owners   Today’s GM also needs to have great communication skills as they deal with owners. Whether market conditions are challenging or not, owners are rarely happy with the budget. GMs need to convey what is realistically achievable and and be able to both educate and negotiate with owners. They also need to have a clear understanding of the owners debt financing structure, so that reasonable compromise can come from both sides. “If the owners expectations are aligne...

Did you know that recent customer loyalty statistics show that 47% of customers would take their business to a competitor within a day of experiencing poor customer service? The success of any hotel business is highly dependent on customers’ reviews, which if positive will surge your customer retention and the opposite is also true. Analysts say that visitors trust online reviews just as much as personal recommendations, especially those provided on OTAs . Also, more hotel guests find after booking direct with the hotel they find that they get better service, more opportunities for upgrades and find the best rates available online by booking direct. One such hotel that excels at guest satisfaction is, The Park Lane Jakarta. The Park Lane Jakarta. is located in the golden triangle in the heart of Jakarta. This hotel believes that building memorable guest experience is what hospitality is about. Great guest experience is ...