Expert: Robert M. Riddell, C.H.A. - 12/27/2008

Question
My wife and I have decided to take a position managing, and hopefully eventually taking over ownership of a 10 room motel in Ft. Saskatchewan, AB.
  The area has many industries, and is close to the "oil capital" of Canada, and on a route to Ft. Mcmurray, home of the tar sands.
 My question is this:  Do you have any tips on how to be sure we run this place profitably, and is there any way we can assure as close to max occupancy, what are the most effective ways to bring people to our door, rather than the bigger hotels/motels in the area?
 Is there any day to day things we can do that will insure good mouth to mouth advertising?


Answer
Dear William,
There is no hard and fast answer to your question simply because there are so many variables however, I will give you my two cents worth of 25 years of hotel management into a few seconds of information.
First, ensure high quality service standards from your staff, customer first attitude,lead by example and be known as the friendliest place in town where all of your guests feel welcome and at home. Second, every guests stay is only as good as you make it for them. In short, you are tested by every guest, every day. Consistency is the key, day in and day out. Keep your motel spotless and maintained to the highest degree, control labor and supply costs, and get to know every business decision maker in your area that suggests where business travelers stay. Network and get to know other motel and hotel owners in the area, and let them know you are eager to accept overflow from them when they sell out, or are oversell. This gives you a free shot to impress guests who are accustomed to staying at larger properties, giving you an opportunity to show off your property and friendly services. You may capture a customer for life. The key is consistency. You'd better be as good if they visit you again, or they will never return. You only have one shot to make a great impression. Advertising and marketing costs can be high, but nothing is more effective than word of mouth.
I hope I have provided you with some valuable thoughts to help you become successful...good luck!