III Ukrainian hotel forum gathered more than 420 hoteliers from all over Ukraine

— I note that the forum is growing. This year we hosted representatives of Kiev, Kharkiv, Odessa, Ivano-Frankivsk, Lviv, Vinnytsia, Kryvyi Rih, and Zaporizhia regions. We are in the middle of the business season and we will only know the results of our event at the beginning of next year.

However, for us, the organizers, it gave an understanding of what team strength and cohesion are. It is surprisingly pleasant when you see that every member of the team can help a participant, speaker, or guest at any time. We had 8 charismatic moderators working in our lecture halls. At other forum sites, the team also acted as a well-established mechanism.

I note that we took into account the feedback of participants from previous years and their feedback helped us a lot. In particular, this year our partners’ workplaces have turned into bright photo zones.

Of course, this had a positive effect on the forum itself: people took a lot of photos, accompanied their posts with hashtags, and left compliments. Within two days after the forum, Facebook and instagram were bursting with thanks and feedback from our guests.

Nevertheless, the forum showed us and the participants how much business can and should be developed in Ukraine. Therefore, we plan to make the IV all-Ukrainian hotel forum more large-scale, interesting, bright and unforgettable. We want as many companies as possible to join us, whose products or services would be useful to hoteliers and develop the hotel business in a high-quality way.

— The emotional architecture of the hotel is a sense of the spirit of the place, a concept that permeates every detail, from the front door to the pillows on the bed in the room. These are impressions that guests receive during their stay at the hotel, memories that remain for a lifetime.

An emotional hotel brings people together. It has places where you want to meet, and new acquaintances give you a new experience.

Taking to an example the Pompano Beach Hotel of the Ribas Hotels Group. This beach hotel is designed to evoke a sense of style and a reference to the 50s. This idea permeates everything and can be traced in the theme music, design, and overall style. Guests will definitely remember this and want to come back again. Visitors will recommend this hotel to friends, leave reviews, not to mention photos in social networks, which will give it excellent advertising. Thus, an emotional hotel will leave its mark on the guest's soul.

By the way, at the moment, most of all, culture and lifestyle are influenced by two directions: a look into the past and into the future. Respect for the history of the place with the use of new technologies, or a combination of antique furniture and ultra-modern furnishings.

If you help a guest with things, put a vase with seasonal flowers in the room, warm up the room in advance, take care of food for them, in case of their late arrival, they will remember your hotel and tell their friends about it.

And remember that service is something that continues even after the guest has left the hotel. Give the guest a pastry or water to take with them on the road, specify how they got there.

Remember that service is sometimes just a word.

— Understanding the concept of generational theory will help you not only manage your staff correctly, but also better understand the concepts of guests who stay in hotels.

People are tired of the standards of "excellence and success". They are tired of deception, public games, and insincerity. Today, the trend is character, naturalness, diversity, visibility, authenticity, authenticity. Teach your staff to be as human as possible towards your guests. Standards are important, but people who stay in hotels are sensitive to a sincere attitude. And if you leave him out of it, he won't come back to you.

— We used to believe that the client is always right. And many entrepreneurs conduct business based on this opinion. More than twenty years of business activity have given us significant experience in dealing with various types of clients. And the main message that I send to those who I teach to sell correctly is to be guided not by "what people will say", but by understanding their borders, which cannot be allowed to go beyond, and, of course, by common sense. Here is a typical example that everyone who works in sales has encountered. You got a call, or a very fastidious customer came in. As a rule, he takes the soul out of the seller or Manager, he is promised all possible discounts and special conditions, at his request, they call the head office, consult with all senior managers, raise the collective in different parts of the country... and it's not the same for him. However, he calls almost every day with the same questions and leads the staff in a vicious circle again.

I recommend this method from Kalabahi. It's called "simulated failure from the client". Save it in your notes and always respond to similar clients as follows:

"Dear Ivan Ivanovich! We have considered all possible terms of cooperation. But unfortunately, nothing suits you. In order to save your time, we suggest contacting another company. (Pay special attention to the fact that you should only talk about it. Omit information about your effort, time, and nerve cells). They will choose what suits you and the conditions you want."

And advise them of their most ardent competitors.

What usually happens after that? Most customers say, " Why do you send us to others right away? I want you! Where do I sign? Where should I send the money?"

Why does it work like this? Because you made it clear that your customer focus is exhausted. And you will not let it go beyond these borders. Since you do it confidently and politely, it causes at least respect and most often leads to a positive decision on the part of the client.