Contenu connexe Similaire à HotelOga & Schubert Hospitality Workshop. How to improve profit, revenue per guest and customer service quality. (20) 2. CONTENTS
1. Best Practices to Improve Profit
2. Increasing Average Revenue per Customer
3. Employee Customer Care
© 2016, Schubert Hospitality
4. IT IS NOT ABOUT
REDUCING COSTS BUT
INCREASING REVENUE
© 2016, Schubert Hospitality
5. A SIMPLE CASE STUDY TO COMPARE A COST REDUCTION TO REVENUE
INCREASE APPROACH
ACTUAL -5% COST +5% REVENUE
REVENUE ₦ 100,0 m ₦ 100,0 m ₦ 105,0 m
COSTS ₦ 50,0 m ₦ 47,5 m ₦ 50,0 m
PROFIT ₦ 50,0 m ₦ 52,5 m ₦ 55,0 m
DIFFERENCE N/A +5% +10%
© 2016, Schubert Hospitality
6. REDUCING OVERHEADS
▸ Reduces quality
▸ Damages hotel reputation
▸ Reduces asset value of hotel
▸ Is a quick fix only
▸ To reduce costs by 5% is very
difficult without affecting the
hotel’s operation and standards
THE CONSEQUENCES OF EITHER REDUCING COST OR
INCREASING REVENUE BY 5%, RESPECTIVELY
INCREASING REVENUE
▸ Maintains quality
▸ Maintains hotel reputation
▸ Increases asset value of hotel
▸ Is a more complex approach
▸ To increase revenue by 5% is
easy and does not affect the
hotel’s operation and standards
© 2016, Schubert Hospitality
7. Overheads are vital to business operations
as they provide critical support for the
business to carry out profit making
activities
Overheads will remain and the reduction thereof impacts quality.
Increasing revenue marginally while maintaining costs is the key.
© 2016, Schubert Hospitality
8. HOW TO MANAGE OVERHEADS:
▸Limit entertainment expenses
▸Refinance expensive debt
▸Eliminate subscriptions and
memberships
▸Cut travel costs
▸Eliminate paper - do what can be done or
stored via technology
▸Share marketing expenses with other
companies that share your client base
through partnership promotions
© 2016, Schubert Hospitality
9. HOW TO MANAGE OVERHEADS:
▸Use barters to pay for expensive services
▸Maintain equipment in-house with
competent staff
▸Monitor supplies and tools used by staff
to avoid wastage
▸Have a good stock control system in
place
▸Use the internet to source bookings and
to shop for supplies or information
© 2016, Schubert Hospitality
12. HOW TO INCREASE REVENUES:
▸Differentiate your hotel from your
competitors
▸Make your employees happy
▸Make your guest feel welcome
▸Develop incremental revenue sources
▸Sell hotel branded products
▸Interact with guests personally
▸Be creative, proactive and productive
© 2016, Schubert Hospitality
Guest gets what they pay for, no more, no less.
13. HOW TO INCREASE REVENUES:
▸Market in-house services directly to
guests
▸Take advantage of point-of-sale
opportunities
▸Focus on perceived value
▸Focus on customer satisfaction
▸Make sure you only use on-line
agencies that help and match your type
of hotel
▸Host business or private functions
▸Market to companies and regular
customers
© 2016, Schubert Hospitality
14. HOW TO INCREASE REVENUES:
▸Encourage guests to refer new
customers
▸Offer discounts for extended stays
▸Network with other local businesses
▸Try to improve the public rating of your
hotel
▸Encourage employees to be salespeople
for you
▸Add some entertainment
▸Provide outstanding service
▸Have a smart discount policy that applies
to certain conditions for all
▸Reward employees for good suggestions
© 2016, Schubert Hospitality
17. GOLDEN RULES OF MOTIVATING CUSTOMER CARE
© 2016, Schubert Hospitality
COMMUNICATION TOOLS RESPECT
RECOGNITION FAIRNESS
