Author: John Zirkle – Corporate Director of Operations
As we approach Labor Day Weekend and the “official” end of summer it’s always a good time to reflect on what went well and what could have gone better. This Summer has been tough from a revenue standpoint and we have seen dips in our Stay/Medallia scores. Now is the time to look back and review the “why’s”. We have to understand we cannot get better if we aren’t honest with ourselves about how we can improve.
Make sure to schedule a meeting with your team to review the season. Make it an open discussion meeting where everyone feels free to communicate. Some topics to consider:
- Guest Impact Events – Were there any events that affected guests negatively (fire alarms, evacuations, systems down, etc.)? Did we handle such situations well? What did our guests say about how we handled such situations? What could we have done to better communicate with guests in such situations?
- Selling out – How many times did the hotel miss selling out by 1-3 rooms? What could we do differently to sell out more often?
- Stay/Medallia Scores – What trends did we see over the summer? What were our top 3 problems reported? How can we better prepare to correct those problems now and next summer?
- Team Member Morale – What is the morale of the team? How can we improve team member morale? Did we have a lot of turnover? Why did we have turnover?
- Celebrating Successes – Did we have big successes? Did we celebrate them? Did we recognize team members that went above and beyond?
These are just a few ideas. The summer season is such a busy time, that we often forget to review our successes and challenges at the end. Let’s not forget this year.
