Anders Johansson - 10 Minutes News for Hoteliers - Page 4

9 min

The Hotel CEO’s Playbook: Mastering the Six Core Responsibilities

🏨 CEO managing 30 hotels must ensure alignment across marketing, IT, finance, and operations. Implement a unified "Guest Profile" and "Guest Journey Teams" to ensure personalized experiences. Establish a single BI platform for shared KPIs like Guest Satisfaction (NPS), GOP%, and Marginal Flow-Through. Cross-functional collaboration is crucial to overcome silo challenges. Engage the board with a unified strategic narrative and mentors for key initiatives. Promote trust by consistent storytelling and crisis management. Protect CEO effectiveness through strategic time management and on-ground insights.

3 min

Clarity Reveals Waste Along the Guest Journey

🛅 Inefficient marketing, complex booking processes, and internal miscommunication lead to waste in hotels. These issues cause guest frustration and missed opportunities. Emphasizing data alignment and streamlined operations can enhance guest experience and staff efficiency. Many hotels fail to analyze feedback effectively, missing chances for improvement. Traditional systems, data silos, and ineffective processes perpetuate waste. Reducing waste isn't cost-cutting; it's value creation, enabling hotels to prioritize genuine hospitality and innovation. Better visibility is the key to minimizing waste.

7 min

Why HR is Your Hotel’s Key to Productivity & Growth

📈 Myth misconceptions impact hotel productivity. HR boosts productivity by 11% (Gartner), debunking the notion they only handle paperwork. New tech adoption is low, with just 8% leveraging full gains. Proper rollout increases benefits 2.7 times. Productivity isn't about being onsite; supportive cultures raise output by 11%. Comprehensive data analysis is twice as effective as more data. Addressing these can increase productivity by 35%, equating to 6-hour workloads or more efficient operations.

8 min

How Hotel Leaders Can Stop Firefighting and Start Winning

📚 Hotel industry struggles with inertia, decision paralysis, politics, and firefighting. Inertia ties hotels to outdated processes, hindering efficiency. Decision paralysis stalls initiatives, while politics fosters silos, affecting guest experience. Firefighting focuses on urgent problems rather than prevention. Solutions include simplifying processes, testing small-scale initiatives, cross-functional teams, and dedicating time to prevention. Embrace change by addressing one recurring issue, eliminating friction, and building a proactive culture for sustained success.

5 min

Win the Talent Game: Hire, Keep, and Grow Great People

🛌 Last-minute hiring and schedule chaos in hotels stem from a lack of integrated data on demand, labor, and skills. Standardizing language across departments, connecting systems, and regular reviews can stabilize rosters and reduce overtime. An enticing employee value proposition includes clear pay bands, growth paths, and perks like meals and transport. Simplifying applications and promoting a collaborative culture boost retention and recruitment. Aim for

4 min

AI Won’t Fix Your Silos: Who to Keep and Who to Outsource

📈 In revenue management, AI excels in operational tasks, raising the debate of in-house vs. outsourced strategic management. In-house teams align AI with hotel vision but are costly, while outsourcing offers expertise but risks cultural disconnect. For marketing, in-house teams ensure authenticity, while outsourcing provides specialist skills. Hotel Business Intelligence systems are essential for data management, with a unified commercial team structure recommended to maximize AI's potential, emphasizing collaboration and data ownership.

4 min

How to Rebuild RM Around Profit, Decisions, and the Guest

📈 Kill #1: The role of Revenue Managers (RMs) should transition from spreadsheet tasks to strategic roles by creating two distinct tracks: Commercial Strategy Lead and Revenue/Profit Systems Lead. Quick wins include publishing role charts and launching a rotation plan. Kill #2: Eliminate strategy sprawl by using a single Hotel Strategy Kernel. Replace weekly revenue meetings with a Commercial Action Cadence. Kill #3: Focus on decision briefs over storytelling. Kill #4: Implement a Guest-First Operating Model to enhance pricing power.

3 min

Top-Down vs. Bottom-Up Analytics: How to Drive Real Insights

📈 Top-down analytics is crucial for monitoring business health via KPIs on dashboards, spotting trends, and identifying anomalies. Yet, it risks analysis paralysis. Bottom-up analytics solves specific issues by focusing on critical business objectives like reducing churn by 15%. Effective organizations create a synergistic loop, using top-down to identify issues and bottom-up to diagnose and solve them. This flywheel approach requires a robust business intelligence system to drive improvements.

4 min

Guest-First Leadership: The New Role of the GM

🏨 GM roles have evolved from generalists to specialists, creating silos and fragmented KPIs. While sales, marketing, revenue, and finance focus on their areas, guest experience lacks a single owner. A "Journey Owner" GM is crucial for integrating experience and profitability. They attract, capture, prepare, deliver, and review to enhance NPS, repeat intent, and revenue per guest. Aligning specialists under a GM ensures consistent delivery and profitable loyalty by orchestrating the guest experience.

2 min

Why Do Guests Still Hate Check-In? A Frank Conversation.

🛅 Check-in processes at hotels can be frustrating. Guests often face lengthy waits without clear reasons and are required to provide information that the hotel already has. Repeated requests for credit card details for deposits create distrust. The initial experience becomes overwhelming with excessive information delivered at once. Ideal check-ins should take under 60 seconds, using pre-filled forms and digital keys when possible, enhancing the feeling of being welcomed rather than processed.

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