Chris Manley COO SBCOS

Hoteliers resolve to invest in guests, staff in 2019

Dave Farmer Uncategorized

Originally appeared in Hotel News Now in December, 2018

While no one can predict what 2019 might have in store for the hotel industry, whether it’s an economic downturn or a blip in overall performance, hoteliers around the globe are keeping a focus on what they hope to improve in the new year.

But going into 2019, hoteliers are laser-focused on continuing to enhance guest experiences, placing value on staff and studying industry trends.

Hotel News Now asked hoteliers via email what their “New Year’s resolution” will be. Here’s what they had to share.

Enrique Calderon, COO, Grupo Posadas
“La Colección Resorts by Fiesta Americana’s resolution for 2019 is to strengthen its customer-centric experiences throughout its resorts. To achieve it, the collection of 13 resorts located in Mexico’s most-desired destinations plans to develop catered content to reach the current ecosystem of clients and engage with potential audiences. “Additionally, La Colección will focus on studying its multiple target audiences and understanding their travel journeys to improve its presence and appeal during each step of the process, highlighting elements such as its in-room experiences and personalized bed options to its international and versatile gastronomy influenced by executive chefs’ backgrounds.”

Choe Peng Sum, CEO, Frasers Hospitality
“I want to continue to keep pace with technology (my snazzy headphones alone won’t cut it). With the relaunch of our millennial brand, Capri by Fraser, I have and am continuing to learn the new ‘lingo.’ At work my staff keep me on my toes; at home my 20-something-year-old daughters keep me at bay, because they dread having to be my on-call teachers. Although tech brings with it so many advantages for businesses, we need to be clear of the needs they serve, because at the end of the day, we are in the people human business.”

David Messersmith, director of hospitality, JMJ Development
“2019 is shaping up to be our busiest year ever at JMJ. One can easily fall into the trap of being so busy we lose sight of our objective. My resolution is to make sure our team continues to focus not on the busy-ness of executing projects, but instead developing world-class hotels that will provide unparalleled guest experience and deliver results for our investors. We will do this by staying entrenched in industry data, participating in forums and surrounding ourselves with colleagues that do the same. We pay attention to industry trends and spend time in the market to experience firsthand what is working and what opportunities exist. We also watch other industries to see what best practices we can incorporate into our business.”

Jeff Good, CEO, Good Hospitality Services
“We plan to continue our focus on team member retention in 2019 as the old adage of team members being the key to success becomes even more relevant and important. With as many hotels as there are, the main differentiator is the level of service those team members provide and that service is definitely improved when team members are happy. Through fun and regular recognition—and both individual and team competitions for incentives—we feel we are on the right track.”

Andrea Foster, SVP of development, Marcus Hotels & Resorts
“(Our resolution is) to expand our Marcus Hotels & Resorts footprint further with value-add opportunities and to create more exceptional experiences for our guests, customers and partners in the new year and beyond.”

Chris Manley, COO, Stonebridge Companies
“At Stonebridge Companies, we will continue to be laser-focused in 2019 on two key pillars of our mission statement—service and careers. Our teams in the field are known for their commitment to guest service and distinguished hospitality. All guests who enter our doors give us fresh opportunity to earn their business. We are fortunate to have some of the best and brightest professionals in the industry. It is incumbent upon us to make sure we are dedicated to their career development in order to support our growth.”

Mike Nelson, GM, Alexandrian Hotel in Alexandria, Virginia; Morrison House in Alexandria
“I resolve to show that every person can and will make a difference by taking the time to recognize and appreciate specific examples of behavior or gestures that show a genuine care and concern for others.”

Jason Cooley, area manager, QT Sydney Perth; QT Bondi; and QT Canberra
“The QT life is renowned for being playful and different. The hotel is designed to ignite the senses and embrace individuality. In 2019 we’ll be looking at every guest experience, diving deep into what makes them tick and making this a reality.”

By: Dana Miller