Running a hotel is very much like running a big family. Every day there will be something new. Perhaps today the internet is down, tomorrow you’re awarded some prestigious award, next week an unexpected family member is arriving where the hotel is full, or one day the police are at the door to speak to one of the family members.
Good or bad, one cannot deny that the industry keeps you on your toes and if hospitality runs in your blood, excitement abounds. But keeping a finger on the pulse involves a lot more than just aiming for a smoothly run household. Remaining relevant demands that hotels keep their finger on the pulse of what guests’ needs are and what they will be in the future.
Often family firms look to larger organizations for direction on how to approach a problem or a situation they face. However is it perhaps time for larger organizations to take more notice of families? Often smaller establishments have the agility needed to adapt quickly, to keep on top of evolving value systems, and changing guest expectations. The ability to nurture personal relationships and create a certain tactility around the experiences they offer guests.