Strategic Approaches to Lodging Excellence

Common threads for achieving excellence run through the cases of hotel chains and individual properties chosen as overall best-practice champions by their industry peers. Among the key factors: a clear vision of the operation's purpose and strategy for achieving long-term profitability. That means satisfying the guest, giving careful attention to the employee's role in ensuring excellence in guest service, and focusing on the facility itself (making sure rooms are clean, comfortable, and well appointed). Above all, the champion properties demonstrate their excellence consistently - every day, every stay - and that consistency is intentional, supported by employee training. Finally, excellence driven by consistency does not mean standing still, but is achieved by constantly seeking opportunities to improve their operations and facilities.