Hotels spend enormous amounts of time optimising revenue. We analyse pricing. We invest in technology. We review distribution costs. We improve conversion. We measure RevPAR, ADR and profitability. But there is another cost sitting inside the hotel that we do not always treat as a commercial issue: Employee turnover. When an experienced employee leaves, the […]
Monday morning. The hotel finished Saturday at 96% occupancy. The team is happy. Revenue was strong. Almost every room was sold. Surely that means Revenue Management did its job? Perhaps. But hotel occupancy tells us how many rooms we sold. It does not tell us whether we sold those rooms to the right customers, at […]
Consultative selling in hospitality starts with a simple shift: stop selling what the customer asks for and start understanding what the customer is trying to achieve. A customer asks for 50 people, two meeting rooms, lunch and dinner. We prepare an offer. Then the customer comes back: "We really like you, but you are 15% […]
