Benchmarks for Excellence in Hotel Management

This best practice benchmarking study employed a two-pronged data gathering approach. The field research team designed and conducted a performance benchmark survey that gathered statistical insights from nine of the participating hotels, representing a cross-section of the industry. The Best Practices research team then conducted in-depth interviews with more than 15 key functional leaders at 10 participating hotels to harvest qualitative insights, process excellence observations and managerial lessons learned.

The report evaluates multiple fronts of hotel operations that have greatest impact on customer service excellence. Some areas are directly related, such as training staff for attentiveness and courteousness in guest interactions, and effectively managing complaints. Other areas are indirectly related, but no less important. Incentives and recognition programs, for example, help sustain staff energy and morale so that customer service levels are maintained over the long-term.

Well-planned, yield-management systems help managers maximize profit in high and low seasons, anticipate swings in business and plan for staff and resources accordingly, so that the customer experience remains consistent. Fully realized marketing plans help managers define the customer segments most important to their financial and strategic goals and enable them to plan accordingly.

While any one of these areas could be benchmarked fully in its own right, a complete overview study seemed the most applicable way to suggest improvements that would improve productivity overall.