Question

Please answer each question in 350-500 words.

If you were running the organization(Hotel Management Group), what changes would you make and why?

Answer 1

If I was running the organisation in the area of hotel management group here are the changes I would make and here are the reasons:

Team, Innovation & Investment in technology

• Understanding the rapid transformation and pace at which competitive pose threats I would want my team and management to have a high level of adaptiveness to change management.
• It is important to work on that traditional non-risk taking mindset and look at technology to enhance the overall guest experience.
• It is important to invest in technology because it helps to build consistency of the brand and also increases the responsiveness to great experiences throughout the search, booking, stay & support aspects of the entire customer trip.

Here are the other changes or the best practices that will be adopted:

First Mover Tech

• Adoption of first-mover technology from booking to customer feedback process to ensure speed, agility and accuracy in systems and help to stay ahead during the time of competition.
• It is important to develop this as a mindset and evaluate various tech initiatives & then collaborating with organisation or partners having implemented the same initiatives.

Customer Relations

• It is important to understand that long term sustainable key differentiator from the competitors is customer relationship management.
• I would definitely take steps in the form of recruiting the right team, tech and other methods to achieve the best customer experience.
• The key focus area should be guest management and using all the innovation & ideas to ensure the best guest experience.

Online brand & reputation management

• I will make sure that the focus is on internet & social media management to ensure survival and consistency in the overall operations.
• It is important to view the review and feedback which is on the various online platform and make those necessary changes. Most of the booking happens on the basis of review and feedback & hence the importance of this change is big.
• I will make sure that the team is monitoring and responding to reviews. All the discussion forums, channels the team must be present and join to engage in building the potential guests and reputation of the hotel.
• I will also make sure that the profile and messaging is authentic and no over-promises are made.

Staff Management

• For running the entire hotel management organisation the management of staff needs to be important and hence I will make sure that first there is direct sync & relation between guest and staff.
• The manager & leader should give support, love, compassion & resources towards building the right manpower & guest experience team.
• Communication with the team helps to develop a close bond between managers and staff to be able to understand and address their challenges. Overall such things will help to build a positive work environment and create loyal customers in the future.

Overall I want to ensure that guest expectations are exceeded and right promises are made. The loyalty of the customer base will be of paramount importance & help to sustain the brand in future.

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