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HOTEL OWNERS / MANAGERS PRESENTATIONFebruary 2016Brought to you by

CONTENTSBest Practices to Improve ProfitIncreasing Average Revenue per CustomerEmployee Customer Care 2016, Schubert Hospitality

1.Best Practices to Improve Profit

IT IS NOT ABOUT REDUCING COSTS BUT INCREASING REVENUE

2016, Schubert Hospitality

A SIMPLE CASE STUDY TO COMPARE A COST REDUCTION TO REVENUE INCREASE APPROACHACTUAL-5% COST+5% REVENUEREVENUE 100,0 m 100,0 m 105,0 mCOSTS 50,0 m 47,5 m 50,0 mPROFIT 50,0 m 52,5 m 55,0 mDIFFERENCEN/A+5%+10%

2016, Schubert Hospitality

REDUCING OVERHEADSReduces qualityDamages hotel reputationReduces asset value of hotelIs a quick fix onlyTo reduce costs by 5% is very difficult without affecting the hotels operation and standards

THE CONSEQUENCES OF EITHER REDUCING COST OR INCREASING REVENUE BY 5%, RESPECTIVELYINCREASING REVENUEMaintains qualityMaintains hotel reputationIncreases asset value of hotelIs a more complex approachTo increase revenue by 5% is easy and does not affect the hotels operation and standards

2016, Schubert Hospitality

Overheads are vital to business operations as they provide critical support for the business to carry out profit making activitiesOverheads will remain and the reduction thereof impacts quality. Increasing revenue marginally while maintaining costs is the key.

2016, Schubert Hospitality

HOW TO MANAGE OVERHEADS:Limit entertainment expensesRefinance expensive debtEliminate subscriptions and membershipsCut travel costsEliminate paper - do what can be done or stored via technologyShare marketing expenses with other companies that share your client base through partnership promotions

2016, Schubert Hospitality

HOW TO MANAGE OVERHEADS:Use barters to pay for expensive servicesMaintain equipment in-house with competent staffMonitor supplies and tools used by staff to avoid wastageHave a good stock control system in placeUse the internet to source bookings and to shop for supplies or information

2016, Schubert Hospitality

2.Increasing Average Revenue Per Customer

THE HOTEL BUSINESS IS ABOUT PEOPLE, FOR PEOPLE BY PEOPLE

2016, Schubert Hospitality

HOW TO INCREASE REVENUES:Differentiate your hotel from your competitorsMake your employees happyMake your guest feel welcomeDevelop incremental revenue sourcesSell hotel branded productsInteract with guests personallyBe creative, proactive and productive

2016, Schubert HospitalityGuest gets what they pay for, no more, no less.

HOW TO INCREASE REVENUES:Market in-house services directly to guestsTake advantage of point-of-sale opportunitiesFocus on perceived valueFocus on customer satisfactionMake sure you only use on-line agencies that help and match your type of hotelHost business or private functionsMarket to companies and regular customers

2016, Schubert Hospitality

HOW TO INCREASE REVENUES:Encourage guests to refer new customersOffer discounts for extended staysNetwork with other local businessesTry to improve the public rating of your hotelEncourage employees to be salespeople for youAdd some entertainmentProvide outstanding serviceHave a smart discount policy that applies to certain conditions for allReward employees for good suggestions

2016, Schubert Hospitality

3.Employee Customer Care

MOTIVATE CUSTOMER CAREAPPRECIATIONGET YOUR HANDS DIRTYFOSTER COMPETITION

2016, Schubert Hospitality

GOLDEN RULES OF MOTIVATING CUSTOMER CARE

2016, Schubert HospitalityCOMMUNICATIONTOOLSRESPECTRECOGNITIONFAIRNESS

THANK YOU

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