How The Hotel Industry Is Slowly Affecting The Healthcare Industry

There seems to be a growing trend in the healthcare industry. Many hospitals and healthcare facilities are adopting more strategies from the hotels and resorts. It might not come as a surprise to people who’ve already given this some thought, but for those who haven’t, they’ll realize the similarities between hotels and hospitals. After all, they’re both commercial real estate structures that provide people for a place to stay for a certain period. However, today, the similarities between both industries are getting deeper. 

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Hospital owners have adopted several important strategies from hotels. One of the most significant strategies is customer service, which is given utmost emphasis in hotels. The best hotels have employees who can communicate warmly and effectively and anticipate what their guests want. Hospitals and nursing facilities are now beginning to train nurses and staff to do the same. 

While the health of the patient is still the main priority in hospitals and healthcare facilities, there has been a growing emphasis on the experience. Hospital food is getting better. Wi-Fi connections in rooms have been set up. Even the appearances of some hospital rooms seem to be taken from hotel interior design. 

Hospital owners are keen on the fact that a hospital stay doesn’t need to be a somber experience. And they know all too well that patients already have a hard time as it is, which is why making their stay as comfortable as possible is a big deal.

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Born in Hampshire, U.K., John Jefferis is an acclaimed hotelier with 40 years of experience in the hospitality industry. He is the chairman and owner of Coco Reef Resorts, a high-class tourist spot located in Bermuda and Tobago. Learn more about him and his work here.

Four steps to inspire guest loyalty

In the hospitality industry, a guest's loyalty means a lot. But with so many options, clients are always swayed by new places offering better accommodations. Below are four steps that will encourage guest loyalty: 

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1. Personalize services 

From the moment they e-mail, book online, or call, hotel staff should be quick to get to know guests and their preferences. Establishing rapport early on will make them feel valued. Follow-up calls to confirm their bookings and requests will let them feel that the hotel is looking forward to hosting them. 

2. Be one step ahead 

The problem with some hotels is that they wait for their guests to make requests before giving them what they are asking for. It wouldn't hurt to be one step ahead when it comes to providing comfort and even giving out treats. Giving guests what they need before they even say a word will surely impress them. When it comes to service, nothing beats efficiency, so hotels must ensure quick and detailed work. 

3. Throw in extra perks 

To excite guests, showing them the hotel's best services could be an effective way to keep them coming back. Letting them try out the hotel's luxury services, giving them faster Internet connection, and even upgrading their rooms will make them feel like VIPs. During the lean months, letting guests try these extra services won't be too costly for the hotel. 

4. Make the loyalty program more rewarding 

The problem with hotel loyalty programs is that it takes a long time for guests to reap the rewards. Instead of calculating the points according to the number of bookings, why not change it to the number of services availed? Dining at the restaurant or getting a massage should also have points so that guests can rack up points faster. In the hospitality business, customer satisfaction is a top priority. Gaining loyalty from guests is proof of success and excellence. Even in today's competitive industry, it's not impossible to gain trust from patrons. 

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John Jefferis is one of the most influential hoteliers in the Caribbean. He is passionate about seeing guests enjoying the luxurious facilities in his hotels and resorts. Visit this page for more updates about the hospitality industry.

A Caribbean Island Nation’s Booming Hospitality Industry

The architectural landscape of Cuba for years has been dotted with vacant ancient buildings, exuding an eerie atmosphere of abandonment. The gloomy air of neglect is expected to perk up as real estate development started to roll since the thawing of the country’s relationship with the United States.

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Construction cranes line the horizon; construction sites are mushrooming in not a few locales of the island nation in the northern part of the Caribbean. Primary targets are the unutilized structures for conversion into hotels to accommodate the increasing influx of visitors from the country’s rich and powerful neighbors.

The reinvigoration of building structures is further boosted by the loosening of bureaucratic reins, welcoming foreign hotel developers into the fray. Restrictions on private enterprise are likewise lifted with the objective of arresting the decreasing growth of gross domestic product in 2016, a startling occurrence for the first time in two decades.

Ahead of the pack of newly refurbished luxury hotels is the 246-room Gran Hotel Manzana Kempinski La Habana, which occupies a vast space in a renovated European-style shopping arcade that constitutes an entire block. It is scheduled to open in early June. Another, Hotel Inglaterra, located on the other side of Parque Central, which has been in existence in 1875 and boasts of having Winston Churchill as one of its guests, is set to start accepting bookings and guests by December 2019. Several other luxury hotels run by professional managers from Spain and France surround the vicinity.

Foreign experts known in the hospitality industry worldwide are being tapped to help manage the hotels, which, per structure and nature of Cuban economy, are all under the proprietorship of the government. For example, the Manzana which thrives on the investments by the Cuban state company Almest Investments is co-managed by the Swiss luxury hotelier Kempinski and the Gaviota Group of Cuba. Meanwhile, The Inglaterra will be under the management auspices of Marriott International. The successful international market penetration of Cuba’s luxury hotels, however, has to reckon with several hurdles. Utility services such as water and electricity are still lacking. Sources of steady supplies of reliable raw materials for preparation of quality meals are scarce. Widespread poverty is still very visible, which may not be attractive to tourists.

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On the other hand, many Americans and Europeans have been intrigued and lured towards a cultural exploration of Cuba owing to the country’s isolation for so many years. The Cuban Ministry of Tourism recorded over four million visitors in 2016, up 13 percent from the previous year, enough to propel its hospitality industry.

Born in Hampshire, UK, John Jefferis is an acclaimed hotelier who has 40 years of experience in the hospitality industry. He is the chairman and owner of Coco Reef Resorts, a high-class tourist spot located in Bermuda and Tobago. Mr. Jefferis is famous for his hands-on approach in managing his businesses. His strong involvement in the various aspects of his business, from conceptualization to logistics is one of the qualities for which he is truly admired, and also the reason behind his indisputable success. Visit this blog for more updates in the hospitality industry.

Hotel booking mistakes to avoid

While booking a hotel seems quite straightforward and entails only picking a destination, travel dates, and a payment method, there are a number of blunders one can commit in the process. And these mistakes could prove costly and easily ruin one’s long-planned trip. 

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Here are things to avoid doing when making hotel reservations. 

Expecting the best and everything you requested Typically, those booking through the hotel website, along with loyalty members, get first dibs on room assignments, including better views and quieter locations. Most booking engines also allow guests to make requests or comments regarding their stay, but this doesn’t mean such requests are guaranteed. If this is the case, politely speak to the front-desk agent to request your desired change. 

Not accounting for taxes and resort fees There are fees that hotel guests could dodge if they don’t wish to avail themselves of certain services, such as housekeeping or newspaper delivery. But note that there are mandatory ones such as resort fees, so one needs to account for the added cost when booking a hotel room. 

Booking non-refundable rates Non-refundable rates are cheaper that the regular rates for a reason: the hotelier benefits from the lower price when a room is locked in. If you ever find yourself needing to cancel the hotel reservation due to bad weather, illness, or a personal reason, it’s inevitable to forgo the non-refundable rate. The fix: pay the heftier yet refundable rate instead for when you need to put the trip on hold. 

Other hotel booking faux pas Common booking mistakes include failing to check the exact location and surrounding establishments; skipping the user review sites; inquire if there’s available airport shuttle, internet access, or breakfast (and if they are complimentary); and sign up for a loyalty program that rewards frequent stays.

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John Jefferis is a highly-respected hotelier who establishes a myriad of activities and amenities in all of his hotels to ensure the comfort and enjoyment of his guests. For more on the hospitality business, like this Facebook page.

The Importance Of Online Customer Reviews In The Hotel Industry

As consumers are spending more time on the internet either through their mobile phones or laptops, the proliferation of online reviews is inevitable.  Especially since these customers are given various channels to do so, such as social media and travel websites.

For a time, however, hotels ignored, dreaded, or even abhorred, these kinds of feedback.  It even got to a point where TripAdvisor was bombarded with lawsuits left and right.  Hotels alleged the travel review site published false and misleading comments.

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But that is all in the past now as hotels finally accept that online customer reviews are essential to operations and management.  The simple reason for this is economics.

It is estimated that by the end of the year, the global hotel industry would have generated $550 billion in revenue.  There is abundance in the market; the challenge for hotels then is to create various effective channels to tap into this market.

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Different market studies have shown that around half of consumers will not book a hotel that does not have online reviews. These studies have also illustrated that 59 percent of hotel customers who peruse online reviews are more likely to make room reservations.

While traditional marketing channels are effective in raising client bookings, analyzing and integrating online review websites such as TripAdvisor and Yelp can help hotels grow their business.  

John Jefferis is a multi-awarded hotelier and the founder of one of the Caribbean’s most spectacular tourist destinations, Coco Reef Resorts.  To read more about his credentials and accomplishments, check out this Facebook page.

Difficult and demanding: How to deal with complaining guests

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Guests are the lifeblood of hotels and of the whole hospitality industry. It is important to keep every guest satisfied because anything less than excellent service can keep even the potential clients away. While it is true that "you can't please everybody", the job of hospitality management and staff is to ensure that everybody is pleased. So how do you handle guests who complain and are hard to please? Here is a step-by-step guide for handling difficult and demanding people:

Listen

Allow the guest to speak his or her mind. Don't interrupt even if they have said something incorrect or if you have an objection to their complaint. Let them voice their side before providing an explanation.

Apologize

The customer is always right – although it sounds unfair and biased, it's not advisable to go against it. Even if you don't have any fault in the matter, in behalf of your fellow staff members or the management of the hotel, you should always apologize for not meeting the client's expectations. A sincere apology can ease a guest's ire.

It also doesn't help to point fingers or blame someone else for the inconvenience. Simply accept the complaint and move on to the next step.

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Solve

If there is a problem that needs to be fixed, you need to find the solution. If a guest is dissatisfied, look for a way to turn the situation around. It is your duty as a part of the hotel to address any issues guests have and to solve it as soon as possible. If it's beyond your power, relay the problem to someone who does have the authority to address the situation.

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With over 40 years of experience, John Jefferis is a dominant figure in the hospitality industry. Find out more about his expertise by liking this Facebook page.