Expert: Steve Young - 1/21/2011

Question
Hello. I manage an 83 room hotel in TN. The recession has been very bad for business and the future isn't looking too bright for us. I've been doing everything I can think of to bring in more guests, but there just don't seem to be as many traveling. For some reason the city approved the building of two more hotels (on top of the 15+ we already have in this town) so competition has gotten even more brutal. The owner has other businesses that are thriving and is spending most of his time and resources on them. Our hotel is only 10 years old but could still use a little TLC; the owner doesn't seem to realize it might help business. It's not in bad condition or dirty; there are just a few things that are outdated. We get many compliments about how clean everything is and most people are generally happy to stay here and return. I have a $0 budget for sales from the owner, so mostly I just do everything online and over the phone. I am the only one working the desk during the day since we can't afford to pay someone else to cover it, so I can't exactly go out and do sales calls either. I'm very discouraged. This position was literaly thrown on me after the old GM left two years ago. The owner decided to not send me to corporate training (again to save a buck) and has just left me with the title "Front Desk Manager" even though I do all of the GM work. He's rarely here, so I'm basically running his hotel without proper training. I've tried to find as much info online as possible and use it, but nothing seems to be working. It also doesn't help that he only pays me $10.25/hour with no benifits, so I'm not as motivated as I could be. I'm stretched too thin and desparate for help. What should I do differently? Should I be much more assertive and confront the owner? Should I formulate a new sales plan? Or should I just walk away and let it be his problem? (I really don't want to do that though; I really do care about this place) I just need some answers. Thank you so much!

Answer
There is not quick fix, but you can help turn it around.  I would suggest building relationships with your guests and wow them with great service. Good service can make up for a number of short falls that your property may have physically.

Check your arrival reports for new names you do not recognize and try and develop additonal business and referrals from these accounts or individuals.

Recognize each guest at check in with a warm welcom and ensure they know you are there for them.  

I would heavily consider expedia and priceline to help fill your rooms.

For sales and marketing advice, you can also check at www.aprinda.com

If your owner does not want to partner with you to improve the hotel, I would consider looking for employment at another property.  Good luck with your career, I wish you the best.