Businesses Require Major Skills and Resources

Businesses require major skills and resources in other to be successful in a given market . The key success factors are performance areas of critical importance in understanding what the customer wants and ways of achieving consistently high productivity .

From my experience of working in hotel management, i realised that a clear and accurate analysis of some of the under listed factors could guarantee even a small niche boutique hotel gains recognition and flourishes adequately . Some of these key factors that the success of our hotel include customer service, advertising , cost control and product differentiation .

Customer Service

This is an integral part of the hotel experience . According to Antony and Ghosh (2004) , service qualify covers meeting and exceeding customer expectations. The front desk worker serves as the gatekeeper of the hotel(Barrow,C.) . To achieve this factor, my hotel management ensured that staff are continually trained so as to be knowledgeable about the services of the hotel, courteous, and able to handle any conflicts that may arise . The customer service personnel is also expected to remember the preferences of our repeat guests and recommend the best services to suit any customer that works through the door .

Advertising

Creating awareness and promoting products and services are key for the success of a hospitality industry. My hotel is situated in the capital city of the country and as such we targeted the political groups that have regular meetings and conventions and also international organisations that troop into this city . We strategized our prices, amenities and adverts to attract basically these groups . These we did by promoting our venues for business meetings, displaying our onsite conference rooms in political journals and news papers. Our target market was hugely attracted and usually we had long bookings and reservations way into a particular business year.

Cost Control

We varied our rates according to high and low seasons . Also had loyalty programs for repeat guests which lowers their rates as against other guests. The hotel had discounted rates for large bookings and group reservations.

Product differentiation

Differentiation exists when a firm's offering is preferred, on some buying occasions (or by some customers all of the time), over rival firms offerings. (Online)

Offering unique experiences is a sure way of thriving in the hotel