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Post #1
The struggle of a general manager in hospitality.
In my conversation with @Arjan Eikelenboom I explain why:
It's mostly because of a shift in society.
1) Hotels now "apply" to candidates, not the other way around.
Hospitality jobs are often seen as temporary.
Employees expect the job to adapt to them.
This means that attracting and retaining talent is harder than ever.
2) Younger generations find small talk challenging.
Engaging guests meaningfully is harder.
You might only have 10 minutes with a guest.
Those moments can make or break their stay.
How do you adapt to these shifts in hospitality?
Share your experiences or tips below.
Post #2
This will cost you your guests.
Broken promise = negative guest experience.
Delivering on promises makes all the difference in hospitality.
Guests expect what they see online.
Guests expect a warm welcome.
When these expectations aren't met, complaints happen.
The product must match the promise.
If the room photos show a king-size bed, the room better have one.
If the pool looks sparkling clean, it better be.
The staff must embody the hotel's culture.
A friendly smile, a helpful hand, a genuine connection.
These are what make a stay memorable.
→ Deliver what you promise
→ Train your staff to reflect your hotel's vibe.
When guests get what they expect, they leave happy.
And happy guests come back.
Simple as that.
P.S. What's the one expectation you think hotels often fail to meet?
Post #3
Convenience is great. But privacy matters too.
Hotels must find the right balance:
☑ Collecting data can be helpful.
It makes check-ins faster. It lets you use app-based room keys. It helps tailor your experience.
╳ Too much data can be risky.
It can invade your privacy. It can lead to data breaches. It can make guests uncomfortable.
☑ A balanced approach builds trust.
Hotels should be transparent. They should only collect necessary data. They should protect guest information.
╳ An unbalanced approach breaks trust.
Hotels can seem intrusive. They can misuse data. They can lose customer loyalty.
Show your guests you respect their privacy. Every time.
Not just when they ask about it.
If you’re not careful with data now.
You’ll be facing distrust and loss of business later.
Remember: Guest trust is hard to earn. But it's even harder to regain.
P.S. As a guest, would you trade privacy for convenience?
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