How hotels can get out of The Crisis!!

Can hotels get out of the crisis? Well this crisis is not only about hotels its about all tourism. The reality is very hard for those millions of unemployed people of tourism worldwide. Well we cannot get out of crisis if we continue firing 50% of our human assets; we cannot get out of crisis if we keep reducing the only recourse that makes our industry o be personal.

If hotels do not stop firing people then they will end being cheaper to stay than home. The problem will be when hotels will want to raise prices again after in 2011 or 2012 or 2015 when the crisis will be over. Hoteliers will beg repeat customers not to come back, the pressure of guests will be so big that many hoteliers will change work. Come on lets get a bit serious now.
If you are a serious hotelier then what you should do is.

1. Do not fire 50% of your staff so you make sure your quality is still high and your services are up to your guest’s standards.
2. Do not lower your prices. Do not touch your room rate. Please do not panic. This crisis is an earthquake, and during an earthquake the ones who survive are the ones who know how to react with calm.
3. Give more value to your guests’ money by offering more services for less money.
  a. Include the bloody wifi internet connection to your rate.
  b. Make breakfast hours longer.
  c. Offer 3 types of eggs on the breakfast buffet.
  d. Change that plastic taste orange colour liquid with real orange juice.
  e. Offer room service WITHOUT extra charge.
  f. Make your restaurant food unique so as your guest will think of you first when going out for dinner .
  g. Let your guest invite a friend or 2 for breakfast without charging extra.

There are so many things you can do before putting your “pants” down but actually the first thing you have to is to come closer to your customer. Turn your customer to your guest and this today is possible if you are able to use the vast social media sphere in a non abusive and guest friendly manner. Get in your guest’s shoes and see your hotel from through your guest’s eyes online. Use the Online Marketing tools wisely to market your hotel.

Disintermediate your sales process as much as you can and use those agents and tour operators that transfer price and value benefits directly to the end user.

Use your imagination and creativity and your hotel will come out of crisis stronger and you will be wiser at the end.

Hey do not take me wrong. Many of the ideas above are not only mine. The President of the International Hotel and Restaurant Association Dr. Ghassan AIDI shares many of those ideas as well, he shared them with Cypriot Hoteliers at the Cyprus Hotel Association 2010 Congress.

The Role of the Tour Operators in the new era of Tourism where internet is getting stronger

Many of us who defend the disintermediation of tourism and that the traditional tour operators had no place in the tourism market as intermediates, it is now proven that we are wrong. We are wrong since customers need a Big Guy to place their complaints. Here are some examples of REAL customer complaints. This was sent from a Major UK Tour Operator - listing some of the British guests' complaints during the year 2008.

"I think it should be explained in the brochure that the local store does not sell proper biscuits like custard creams or ginger nuts."

"It's lazy of the local shopkeepers to close in the afternoons. I often needed to buy things during 'siesta' time - this should be banned."

"On my holiday to Goa in India , I was disgusted to find that almost every restaurant served curry. I don't like spicy food at all."

"We booked an excursion to a water park but no-one told us we had to bring our swimming costumes and towels."

A tourist at a top African game lodge overlooking a waterhole, who spotted a visibly aroused elephant, complained that the sight of this rampant beast ruined his honeymoon by making him feel "inadequate".

A woman threatened to call police after claiming that she'd been locked in by staff. When in fact, she had mistaken the "do not disturb" sign on the back of the door as a warning to remain in the room.

"The beach was too sandy."

"We found the sand was not like the sand in the brochure. Your brochure shows the sand as yellow but it was white."

A guest at a Novotel in Australia complained his soup was too thick and strong. He was inadvertently slurping the gravy at the time.

"Topless sunbathing on the beach should be banned. The holiday was ruined as my husband spent all day looking at other women."

"We bought 'Ray-Ban' sunglasses for five Euros (£3.50) from a streettrader, only to find out they were fake."

"No-one told us there would be fish in the sea. The children were startled."

"It took us nine hours to fly home from Jamaica to England, it only took the Americans three hours to get home."

"I compared the size of our one-bedroom apartment to our friends' three-bedroom apartment and ours was significantly smaller."

"The brochure stated: 'No hairdressers at the accommodation'. We're trainee hairdressers - will we be OK staying here?"

"There are too many Spanish people. The receptionist speaks Spanish. The food is Spanish. Too many foreigners."

"We had to queue outside with no air conditioning."

"It is your duty as a tour operator to advise us of noisy or unruly guests before we travel."

"I was bitten by a mosquito - no-one said they could bite."

"My fiancé and I booked a twin-bedded room, but we were placed in a double-bedded room. We now hold you responsible for the fact that I find myself pregnant. This would not have happened if you had put us in the room that we booked."

I hope you enjoyed the quotes. This post has as objective to amuse the readers as well as show in a funny way that Tourism needs all of us since our customers' needs vary so much.